Clik here to view.
Customer Success + Exception Management = Revenue and Profit
There are many reasons to have a “standard” process for customer on-boarding, adoption, renewal, and the other phases of the customer lifecycle. But the truth is that every customer and user is...
View ArticleClik here to view.
The Link Between Customer Success and CFO Happiness: It’s All About Gross Margin
If you’re a CFO of a SaaS business, one of your biggest challenges is gross margin. As we all know, gross margin is essentially the difference between the revenue for a subscription and the cost of...
View ArticleClik here to view.
User Nurturing with a Twist—and Why It’s Critical to Customer Success
In a perfect world, we’d like to see all provisioned users become loyal users—but the reality is that even getting a majority of users to adopt (let alone become loyal users) can be a struggle. At the...
View ArticleClik here to view.
How a Simple Three-question Survey Tripled the Activation Rate of “No-Show”...
User nurturing can have a big positive impact on both adoption and customer success, as we’ve discussed in earlier research alerts. But user nurturing can also be critical to retention. Like so many...
View ArticleClik here to view.
Why One-Size-Fits-All Annual Price Increases Don’t Work
In the subscription economy, cost of delivery matters in setting prices, but the factor that’s quickly becoming dominant is value delivered. As described in the book B4B: How Technology and Big Data...
View ArticleClik here to view.
How Can You Tell If Your Customer Health Score Is Working?
Most of us are familiar with the idea of a customer health score, especially in the subscription economy. But what’s the payback from that score? And how do you determine it? The predictive lift of a...
View ArticleClik here to view.
The Data Behind Adoption and Retention in the Customer Journey
In the last research alert, we talked about the “90/10 Rule of Adoption.” That was an observation based on our own real-world data which shows that after 90 days, a non-loyal user has only a ten...
View Article
