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
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
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
A lesson in customer management from luxury hospitality No is essential in business. Without it, there’s no focus: every idea is a good idea and any deal is a good deal. Despite having limited resources, some companies try to be all things to all people, continually … 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
“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
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
Three changes to your annual customer satisfaction survey can better focus your improvement initiatives Many organizations conduct comprehensive customer satisfaction surveys this time of year in preparation for their annual planning exercises. Surveys aid decision making for process improvement initiatives … Continued
Amazon warms up the customer experience One of the hottest Christmas gifts this season is Kindle Fire HDX. It’s a souped-up tablet that includes a new feature garnering a lot of attention. It’s the Mayday button, and it connects you … Continued
Most entrepreneurs shun formality, but structure at the right time enables faster growth. Zappos is known for its creative workplace Inside most start-ups, free-wheeling innovation and agility abound. The fewer the rules, the better. And why not? Unencumbered by bureaucracy, … Continued