Harnessing the Power of Data in Product Management

Product management is part science and part art. Recently, product managers have started to amp up the science part of the equation with a greater focus on using data to create and launch new products. Manisha Mishra outlines five categories of data that aid the product charter and illustrates how insights from these data categories can help shape key product decisions.

Do You Measure Up in the Subscription World?

With the shift to subscription and cloud, executing on a post-sales engagement model is critical for sustainable growth. Steve Deutsch observes that in addition to post-sale operating models rapidly transforming to support the subscription mandate, new benchmarks and metrics are required to better measure the progress, efficiency and value of post-sale functions.

How to Improve Your Managed Services Offerings

Having the right set of offerings is critical to sustain profitable growth in a Managed Services business. In our latest white paper, Eric Pelander and James Kirwan zero in on the services offerings dimension of Waterstone’s Managed Services Operating Model Framework and outline the four critical elements to address to ensure your portfolio is positioned for success.

Three Key Elements to Delivering Customer Success at Scale

Gainsight’s Pulse 2018 conference highlighted the increasing importance of the Customer Success function and its role in retaining and expanding existing customer’s engagement to drive a successful recurring revenue business. While most companies present had Customer Success strategies in place, many were struggling with creating frameworks and processes to deliver Customer Success at scale. In this recap, Meenakshi Sharama highlights three key themes for establishing and scaling the Customer Success capability that emerged from the conference.

A Guide to Composite Health Scoring

The fundamental underpinning of Pulse 2018 was the notion that Customer Success is bigger than just establishing a CS management team or organization. Instead, it is a company’s ability to drive customer’s desired outcomes and an exceptional customer experience. A challenge that companies face when striving to deliver this larger notion of Customer Success is putting in place a health scoring mechanism that can proactively identify at-risk customers. Manisha Mishra consolidated various metrics presented at Pulse into a concise and effective composite health scoring framework centered on measuring desired customer outcomes and the customer experience.

Four Go-To-Market Essentials in Today’s Market

The stakes are high for tech providers as they strive to keep up with the changing requirements of markets and the customers they serve. In this video, John Zuk puts the spotlight on four go-to-market dimensions that are essential for today’s tech providers.

The Problem With SaaS Debookings

A seldom discussed component of the SaaS economic model is bookings that never convert into revenue, commonly referred to as debookings. Almost every SaaS company has debookings at some level or another. Click below to read James Kirwan’s brief on the three primary sources of debookings, and the issues debookings can cause for SaaS companies.

Analysis of High-Profile Tech Stocks

When a company goes public, it can draw a herd of investors chasing the next hot IPO. This is particularly true in the tech sector, where many of the most profitable growth stocks live. But is it a wise investment? Take a look at this hard data from a cross-section of tech companies. If you bought $1,000 worth of stock in any of these 50+ companies at IPO, this is what your shares would be worth today.

5 Key Themes from CES 2018

The Consumer Electronics Show, the world’s gathering place for those who thrive on the business of consumer technologies, was bigger and better than ever this year. Steven Michalkow was there with a keen eye out for trends that could have the greatest impact on our clients’ businesses. Steven summarizes five key themes he believes we should all keep our eyes on in 2018.

The Art and Science of the Customer Journey: TSIA Fall 2017 Conference Recap

At TSIA’s Technology Services World conference this fall, Tech Services leaders were pushed to step into their customers’ shoes and shape the end-to-end experience—not just their respective customer touchpoints—through this lens. Claire O’Neill highlights the most interesting points across the presentations that the Waterstone team was able to participate in and/or lead.