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
A tale of two Lufthansa managers “So here’s the problem,” the young manager said after looking at his computer screen. “We see the leg from Frankfurt to Denver but we don’t see the leg from St. Petersburg to Frankfurt.” … Continued
Dopamine yields dollars “So that’s what happened. When Microsoft pushed their latest Windows update, they shut off a service the printer uses to communicate over the wireless link.” The Hewlett-Packard support rep then clicked on the utility and turned it … Continued
Pleasantries lead to trust What do we do when we meet someone new? We engage in small talk. “What’s your name? Where are you from? What do you do for a living?” We probe for something in common to start … 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
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
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
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