Customer Success

By Stephen Danelutti | Building the Experience and Subscription Economy

Porsche launches on-demand subscription for its sports cars and SUVs

Want to drive a Porsche, without actually owning one? Porsche’s new Passport subscription program could be just what you’re looking for. The on-demand short-term rental program allows anyone in Atlanta to subscribe for $2,000 per month, which will provide access to eight models of Porsche including …

Atlanta

Metrics that matter and the ideal customer success dashboard

One chapter of my new eBook / trend report is going to cover metrics. What you track and how you track it.<p>There is much written about the metrics …

SaaS

We Compare All Brand Experiences to Just a Few Brands

Have you noticed the same handful of businesses lead every brand ranking, are mentioned repeatedly at conferences, and are consistently referenced in …

McDonald's

Lifecycle Emails: Magic Pixie Dust for User Onboarding

<i>Samuel Hulick is a long time UX consultant with an intense focus on user onboarding. This post originally appeared on the Help Scout blog.</i><p>Unless your product is eyebrow-raisingly basic, there’s a very, very good chance that a new user won’t get to experience all the value you have to offer in their …

Marketing

On-Going On-Boarding is the New Normal in Customer Success

When it comes to customer success, on-boarding new customers is an obvious place to start. After all, the first 90 days of a new account is a …

7 Technologies that are Transforming the Customer Experience Landscape

This column is authored by Chans Weber, CEO of Leap Clixx<p>On our hyper-competitive landscape where today’s media darling is tomorrow’s one-hit wonder …

Developing a customer-experience vision

To provide a distinctive experience for customers, an organization must unite around the goal of meeting their true needs. Done well, the effort can …

Customer Experience

How to Prevent Your Customers From Failing

References<p><b>1.</b> R.B. Chase and D.M. Stewart, “Make Your Service Fail-Safe,” MIT Sloan Management Review 35 (spring 1994): 35–45.<p><b>2.</b> V. Zeithaml and M.J. …

The SaaS Founder’s Playbook for Customer Success

As your startup grows, what your customers expect from you will change and the volume of their requests will change. You’ll shift from the reactive …

SaaS

Unearthing the power of the Customer Maturity Index

If you’re in Customer Success, and more specifically, in B2B SaaS, you’ll want to take a really good look at the Customer Maturity Index. We at …

Accounting

OpenView’s 2017 Expansion Benchmarks

The post OpenView’s 2017 Expansion Benchmarks appeared first on OpenView Labs.

Reduce SaaS App Fragmentation for Workforce Efficiency

New tools and technologies can help employees work smarter, but only if they are integrated and data silos are broken down.<p>The proliferation of SaaS …

Business Technology

The Indicators of True, Strong Customer Demand for a SaaS Product

Customer pull is an amazing feeling for a startup. Because the customer demand is visceral, everything seems to move quickly: sales is booking deals …

Business Strategy

Seizing the User's Point of Maximum Intent

A user has maximum intent. She has watched the humorous demo video, chuckled when reading through the clever marketing copy, and filled out the …

Usability

Digital Transformation: Four Ways To Ensure Adoption From Your Employees

Countless hours have gone into planning for digital transformation, yet global organizations still stumble when it comes to execution. It isn’t the faster, flexible and sophisticated technology getting in the way. Rather, it’s how these organizations approach digital transformation with their own …

Digital Transformation

CDR Process

YouTube

Splunk: We're all in the customer success business

Vendor emphasizes driving customer outcomes during .conf2017

SaaS

Building Customer Centricity Across Teams

Teams working on SaaS products must make customer centricity part of their company's fabric including product development, culture, and the structure …

SaaS

Culture Defines LinkedIn's Customer Experience

We’ve all had good and bad customer experiences. Unfortunately, it’s the bad ones that we remember most. We mull them over in our minds, fixating on how the vendor could have delivered a great experience if they had only done this or that. To us the solution is so clear; why doesn’t the vendor see …

Customer Experience

The Strategic Shift in Revenue for SaaS Startups as They Scale

As a SaaS startup grows, recurring revenue begins to fuel the company. Not too far into the future, the existing customer base begins to contribute …

SaaS

The Expanding Role of Marketing in SaaS Companies

The role of the marketing team within SaaS has stretched from simply engendering awareness and creating interest, to guiding customers much deeper …

SaaS

SaaS Explosion Creates SaaS Chaos: Analyzing 8 Years of SaaS Data

SaaS Spending has grown 4x to over $15k per month.<p>In just two years time, the average SMB has quadrupled its spending on SaaS products across the …

SaaS

The customer’s success is crucial to yours and begins with mindset

I’m surprised more organisations haven’t cottoned on.<p>Focusing on making customers successful with the use of your products or services.<p>Understanding …

Crucial

Why You Should Be Focusing on Customer Retention, Not Acquisition

The allure of the “new” is unmistakable. In fact, a study shows that <b>it’s part of our psychological makeup to believe that new must always equal</b> …

Customer Retention

Top 9 Customer Experience Trends to Stay Competitive

This column is authored by Kalpana Arya, Content Expert with Techpillar<p>In the modern scenario, businesses strive to create the best experiences for …

Pegasystems Is A 34 Year Old Start Up That Is Built For Change

Pegasystems has experienced tremendous success in recent years. The stock is up more than 100 percent in the past year, and enterprises are increasingly adopting the company’s software for customer engagement and operational excellence. It is tempting to think of the company as a start-up, perhaps …

Mergers & Acquisitions

The next big winners in tech will be the companies that choose heart over head

Recently, an alert popped up on my colleague’s phone: “Looks like you’ve gained a few pounds. Let’s get you back on track!” The email came from the “smart” scale in her bathroom. The message, intended to motivate, was more than a little tone-deaf—especially considering she was four months …

Emotions

The customer success and experience iceberg

I’ve just started working on my new eBook / trend report and I got to thinking about the cover. A little back to front but it’s often a catalyst for …