The final episode of Mikael Blaisdell's Customer Success Management series released today on DS TV. This week we learn the difference between Known Answer Issues and Money Calls and the importance of marketing your customer data for company success.
This week on DS TV we learn a surprising revelation, there are no lost customers in Software-as-a-Service. It's time to change your mindset to match that of the industry. Start thinking Active vs. Inactive customers, and here is how.
Pardot, marketing automation solutions provider, released an infographic that explains what a customer can expect from Pardot in terms of service and the onboarding process. Looks like Pardot is well aware of the importance of Customer Success or Customer Experience on Software-as-a-Service revenue. Increasing the lifetime value of existing customers is important when providing a subscription based cloud application. And what better way to show your customers you care than an infographic completely on service!
Check out Episode 2 of our Customer Success Management video blog series with Mikael Blaisdell of The HotLine Magazine. In this week's episode, Mikael breaks down the hierarchy of Customer Success Management roles and what they entail.
Today is the launch of The Future of Customer Success Management video series, brought to you by DreamSimplicity and The HotLine Magazine. This video series is for SaaS/Cloud CxO's and the growing Customer Success Management community. Winning in the SaaS/Cloud era is about customer retention and maximizing per-customer profitability through the new profession of CSM.
Apptegic is a customer success tool for Software-as-a-Service providers that pushes beyond analytics to help companies understand, learn, and respond to customers' needs. With these methods, Apptegic gives companies a detailed view into the health of their customers and the tools to respond accordingly. Apptegic is based in Boston, Massachusetts and launched out of beta two weeks ago after its birth in Spring of 2011. Karl Wirth, Co-Founder and CEO of Apptegic, gave DreamSimplicity the scoop on how Apptegic is changing the customer success industry.
With these four business applications, all integrated, you can easily streamline your customer on-boarding process -- post sales. Leveraging a customer success monitoring solution like Totango, triggering emails and marketing automation with Marketo, customer training portals by KeyStone OnDemand, and social media engagement with HootSuite. These solutions tie it all together and will drive renewals to a whole new level.
The growth of the Software-as-a-Service (SaaS) or cloud industry has created new jobs, ideas and even new software around the concept of Customer Success. The trend in the software industry has been a move to the cloud. Once most people got there, it was all about mobile. Now that there are more players in the game, companies are focusing on better insight into user experiences in order to stay competitive in the market. If you run a search on LinkedIn for people with "Customer Success" in their job title, you will find around 2,300 results. What does a Manager of Customer Success really mean?