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
It’s contract renewal time and you’re in a dogfight. Things haven’t gone well this year with your biggest customer and a competitor has a serious shot at displacing you. Can the time of day you ask for the order impact … 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
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
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
You need just enough to keep the machine humming, but add too much and you have a hot mess. That’s the advice I give my clients when we map their customer journeys. During our sessions, cross-functional teams define ideal customer … Continued
Neuroscience offers new insights on what causes customer retention. Experimenters have recently studied the brain activity involved when positive experiences sway the decision to stick with one option rather than switch to another. Since subscription-based companies must keep their customers … 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