Use a p-chart to properly monitor shifts in customer churn Let’s say you run a Customer Success team and your manager asks you to perform cohort analysis in order to better understand customer churn behaviors. Your customers renew on a … Continued
Six tips to increase user adoption by capitalizing on human nature In the SaaS industry, customer retention rates depend heavily on the extent to which customers engage with their product, especially during the early stages. The more they use it, … Continued
A revolutionary change may be at hand Many Customer Success teams work with customers to help them learn and deploy new software in order to increase usage and build relationships at a critical time in the customer lifecycle. Others perform … Continued
A three-level model helps focus improvement efforts. Customer retention is critical for companies with business models that rely on recurring revenue. The “leaky bucket” that is customer defection robs companies of precious revenue and profit. In cloud computing, cutting customer churn … Continued
Boston-based start-up Apptegic formally launched its new offering at TechCrunch Disrupt NYC conference last month, officially joining the fray in the emerging customer engagement measurement market. Given the very high cost of customer churn on revenue and profitability, tools such … Continued
Managers often perceive differences in how individuals perform sales and customer service, implementing management practices that make things worse. Faced with the challenge to improve results, many establish numbers-based, “pay-for-performance” systems to reward good employees and punish bad ones. Motivating … Continued
“I just signed up for this new software package,” my friend Dr. Grace Alessi said over Margaritas at a family outing on Mother’s Day. “It’s incredible!” Formerly an internist at a family medical group, Grace started an independent medical practice in … Continued
Affectiva, an MIT-linked SaaS startup, uses technology to observe and analyze physical responses to determine emotional states. Positioned for media testing, Affectiva’s Affdex product uses webcams and facial recognition technology to test advertising spots for large clients. Gone are expensive … Continued