Customer Success

By Stephen Danelutti | Building the Experience and Subscription Economy

Stop Building Apps, Start Building User Behaviors

Do you get the feeling apps are getting dumber? They are, and that’s a good thing. Behind the surprising simplicity of some of today’s top apps, …

UX Design

Infographic: The future of marketing

Customer experience is the new brand battleground and marketers want to lead the charge, the 2017 State of Marketing report reveals.Salesforce has …

Marketing

11 Ways to Check Customer Fit for Customer Success ft. @OmerMolad, @TrevorHatfield, @content101, @bellastone & more

“You know, I’m on the fence for how much you’d benefit from this” – This was the response to an inquiry I sent yesterday to a woman selling a …

Value Propositions

The Fundamentals of Customer Success for Modern Businesses

<b>To be truly great, go beyond the basics</b><p>Customer Success focused departments and experts have emerged recently as a response to unmet needs in Silicon …

Self-improvement

Customer Success Best Practices: How Segment is engineering their way to success

Share:<p>Popular among developers, Segment is a SaaS company that allows businesses to use a single API for event tracking and send data to hundreds of …

SaaS

The SaaS Metrics Blueprint: How to Define, Measure and Display What Actually Matters

This is part of the <b>Winning By Design Blueprint Series</b> in which we analyze and provide practical advice for SaaS sales organizations. In this …

New Study Finds Brand Loyalty Hinges on Customer Support Experiences

Source: imported from this press release.<p>BOSTON, Dec. 06, 2017 ( ) — A new study from IDC and LogMeIn (NASDAQ:LOGM) found that fast and effective …

Customer Experience

Subscription myth busters: What it takes to shift to a recurring-revenue model for hardware and software

The benefits of moving to flexible subscription pricing are closer than they appear, but common misconceptions hold companies back.<p><b>Migrating your</b> …

SaaS

The Behavioral Economics Diet: The Science of Killing a Bad Habit

Diets don’t work. Studies show that temporary fixes to old habits actually make people gain weight. Essentially, the dieter’s brain is trained to …

Behavior

Seven Important Customer Success Metrics For SaaS Companies

When your business model depends on subscriptions and renewals, long-term growth is tied directly to your customer’s success in using your product. The customer success department is fast becoming the epicenter of a SaaS business’s health. Investing in this function early in your business can have …

SaaS

Measuring customer success one advocate at a time

Creating customer advocates is a measure of customer success by some.<p>Not enough though, in my view. I have a view because I’ve helped create a fair …

Advocacy

Volvo wants to sell cars like Verizon sells phones

At the 2017 LA Auto Show on Wednesday, Volvo revealed a monumental new means of owning and operating their vehicles. For $600 a month, the car company will sell customers an XC40 crossover SUV. That figure includes not only the cost of the car, tax and delivery, but also insurance (regardless of …

Transportation

Top Customer Success Resources in 2017

What’s one thing the founder of an upcoming SaaS startup, the Product Manager for an established enterprise and the head of sales at some corporation …

Top 10 Gamification Examples in Everyday Life

While many people are probably unable to define “gamification,” most have unknowingly experienced it – likely every single day. There’s a good reason …

Employee Engagement

Customer Success at Scale: 4 steps to build the right mindset in your organization

Customer success has been a trendy topic in the last years. The necessity of saas companies to deliver success to their customers in order to grow …

Customer Service

Don’t Make Your Customers Work So Hard

Listen to the audio version of this week’s tidbit here!My friend Shawn Veltman, the co-author of my upcoming new book, and the co-host of <i>The</i> …

explicit

3 Ways to Lead Your Company to Success in the Cloud

3 ways to succeed in the cloud and SaaS market based on concepts from the book, Technology-as-a-Service Playbook: How to Grow a Profitable …

Big Data

What Rehab Can Teach Tech Companies

<b>Nir’s Note:</b> This guest post is written by Max Ogles. Max is an editor for NirAndFar.com and heads marketing for CoachAlba.com, a mobile health …

Social Media Marketing

Great SaaS Companies Focus on Behavior Change

Most SaaS companies provide tools to help people accomplish a goal in a better way than they could before. A key part of a SaaS startup’s toolkit, …

SaaS

Why Salesforce.com, Workday And ServiceNow Are Obsessing Over This New Cloud Metric

<i>(Note: After an award-winning career in the media business covering the tech industry, Bob Evans was VP of Strategic Communications at SAP in 2011, and Chief Communications Officer at Oracle from 2012 to 2016. He now runs his own firm, Evans Strategic Communications LLC.)</i><p>CLOUD WARS — It’s a metric …

CRM

Why bad customer experience matters and Avis does not try harder

This is about a recent customer experience I had with Avis which has cost them my loyalty.<p>This is not just a rant, annoyed as I am. I’ve started …

Customer Operations - An Idea for Maximizing Efficient Growth in SaaS Companies

Over the last year in particular, Revenue Ops is a term that’s gaining some mindshare in the SaaS world. Revenue operations teams combine marketing …

SaaS

How to Build a Customer Journey Map that Works

If you’ve searched for information about how to build a customer journey map, you’ve likely encountered a dizzying array of different approaches. …

How Two Companies Hooked Customers On Products They Rarely Use

Larry Page, CEO of Alphabet (the company formerly known as Google), has a quirky way of deciding which companies he likes. It’s called “The …

Startups

The Three Doors to SaaS Success

Tien is the founder and CEO of Zuora [1], and was formerly CMO and CSO at Salesforce. He is a brilliant marketer and created the notion of the three …

Tech Companies: Beware of the NPS Blind Spot

Imagine that your company’s technology is loved by customers, considered ‘best of breed’ in the industry, and has a steady NPS, comfortably in the …

Customer Service

UX Mapping Methods Compared: A Cheat Sheet

<b>Summary:</b> Empathy maps, customer journey maps, experience maps, and service blueprints depict different processes and have different goals, yet they …

Cheat

5 usage and adoption heuristics for customer success

I wanted to capture some simple rules of thumb that I could use to easily remember the top line influences on my work in customer success. I created …

Understanding Customer Experience in SaaS

<i>Defining customer touchpoints, interactions and engagement</i><p>It seems every company these days is embracing a customer-centric strategy and talking …

Customer Experience