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
Electric utility companies promoting power conservation programs discovered that simply informing consumers of their electricity usage relative to their neighbors lowered overall consumption. This type of normative social comparison has produced the same effects in other domains. Why does this … 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
Software customers must learn how to use their new products before they can achieve their goals. Most companies, however, do a poor job of managing the customer’s natural learning curve. How we acquired driving skills years ago is a more … 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
Investors have pulled back on early stage Software-as-a-Service (SaaS) investment in 2016, according to the Wall Street Journal. Mutual funds are big players in the IPO market, and downgrading their holdings of Silicon Valley darlings has chilled the VC market. … Continued
This time of year many of us managers use numbers when we conduct performance evaluations. Most of us, however, make serious attribution errors, believing business outcomes are due to individual performances. As a result, we use metrics inappropriately and demotivate … 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