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
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
“My good opinion once lost is lost forever.” ― Jane Austen, Pride and Prejudice Eye contact. A smile. Friendly conversation. We all know first impressions mean a lot when we meet someone new or interview for a job. The same … Continued
It’s time to view relationship-building from a new perspective Studies have shown that people switch vendors for three reasons:1 1. Expectations for quality and value go unmet 2. Customers lack personal attachment to the supplier 3. It’s easy to switch … 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
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
More cloud computing organizations are “onboarding,” implementing processes to ensure customers experience a smooth transition to their technology product or managed services right after the sale. Managers intuitively recognize the need to begin new customer relationships on a positive note. … Continued