Besides lamenting life’s romantic complexities, The Clash sums up a customer’s decision whether to renew their software subscription remarkably well. And just like in the song, science shows relationship history matters when making the choice. It’s all in the β … Continued
Conventional wisdom in Customer Success says that customers renew or expand their subscriptions based on the value they obtain from their software, such as cost savings or productivity gains. But neuroscience suggests there’s more to it. Individuals make decisions based … Continued
As a consultant helping SaaS companies battle customer defections, I recently experienced firsthand the view from the buyer’s side of the table. After a year of frustrations, we canceled a contract with a PEO and moved our business elsewhere. My … Continued
Neuroscientists say we tend to remember the meaning and forget the details. When the time comes to make a decision, we naturally rely on our general impressions gained through experience. Because of this, doing essentials right is all that really … Continued
Executives are often barraged with heartfelt requests for additional staff, technology, training and other needs. Money is never abundant, so senior leaders must make tough decisions. When comparing competing requests, how can executives rationalize increased spending for Customer Success? Perhaps … Continued
There’s more to retaining customers than having a good product. Lyfe Kitchen seems made to order for progressive Boulder, Colorado. There’s the enviable location on Pearl Street. There’s the tasty, healthy food, favorites like the Quinoa Crunch Bowl and the … Continued
Leading companies plant seeds of trust Bombarded by thousands of product claims each day, we’ve become jaded. While we consider genuine those recommendations we get from people we know, most of us don’t believe ads and find salespeople only moderately … Continued
Same change, different industry Last week, Totango discussed Customer Retention Cost (CRC) at their annual Customer Success Summit in San Francisco. Their new measure helps SaaS companies compare the costs of battling churn and growing installed base revenue. The metric, … Continued
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
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