In the subscription economy, the level of trust companies accumulate with customers is a primary driver of retention and loyalty. But what is trust and what should cloud computing executives be mindful of in their day-to-day operations? This business of … Continued
The SaaS company’s distinctive approach fosters teamwork and high performance Boulder’s SurveyGizmo displays its most important metrics for all to see and uses a collaborative weekly review process to engage all employees in performance improvement. Their methods place them at … Continued
Why adding photos at multiple touch points builds customer trust Sometimes companies can form stronger customer relationships by doing the simplest things. Adding smiling, welcoming images of key sales and support people in online, mobile and e-mail communications sends an … Continued
Evidence suggests trust forms a barrier to churn A competitor just introduced a new product that delivers significantly higher performance. Do you worry your customers will jump ship? If they trust you, there’s little to fear. A new study using … Continued
Software usage is just one driver in customer loyalty A widespread belief shared by Customer Success professionals is that promoting software use early after the sale leads to less churn. It makes sense. But usage is just one factor leading to … Continued
Universal practices instill high performance What makes some companies like Intel, Southwest, and Ritz-Carlton perennial performers? Is their secret charismatic leaders? Good timing? Grand vision? No. High performance isn’t about what organizations do, but how they do it. Customer Success … Continued
Manage these situations well and customers will be yours forever. Veteran salespeople know sales ultimately don’t come from a prospect’s logical evaluation of a product’s features, advantages and benefits. They know people make decisions based on emotions and then use … Continued
You contact a company trying to get a problem solved and you find yourself passed between multiple departments. While people are sympathetic, their response is, “It’s not my job.” Despite multiple voice mails and e-mails, you get nowhere. Your issue … Continued
The cloud computing industry loses about $10B every year due to customer churn, and in response, many executives launch improvement initiatives. They assign Customer Success teams to engage new customers, increase product usage and probe for sales opportunities. Other times, … Continued
“A bird in the hand beats two in the bush.” John Ray’s A Hand-book of Proverbs, 1670 Most SaaS executives assume customer churn rises the minute a company loses its competitive edge. Not so. If customers are switching to top … Continued