Manisha Mishra recently attended SaaStr Annual 2019, which has gained a reputation as one of the biggest forums for cloud companies to connect and share ideas as well as learnings. Manisha focused on learning how companies achieved growth and scaled across high dynamic markets and highlights six takeaways on growth strategies that SaaS businesses continue to adopt.
Existing customers are the new growth engine. As such, gross and net retention have become fundamental SaaS metrics – but how much are you spending to keep and grow your customers and drive overall retention performance? Are these investments yielding appropriate returns? Use our Customer Lifecycle ROI Calculator to find out.
Industry analysts forecast another merciless year of Americans cancelling cable tv in favor of streaming services and web content. In December of 2018, Waterstone surveyed 5,000 Americans to establish their relationship with cable TV and streaming services. Check out our results and see which parts of America are most aligned with the cord cutting trend.
As the vision and mandate for Customer Success continues to evolve, tech companies are wrestling with what the ideal Customer Success operating model should look like. James Kirwan discusses three themes that emerged around the Customer Success operating model from a recently hosted PulseLocal meetup at our Chicago office.
The theme of TSIA’s recent Technology Services World conference was “LAER Effective Company”. TSIA’s LAER model is a framework that breaks the traditional customer engagement journey into four distinct phases: Land, Adopt, Expand, and Renew. Hubert Selvanathan reflected on TSW 18 and the numerous discussions at the conference and took away four highlights in driving to a “LAER Effective Company”.
Booked sales that never convert into revenue, commonly referred to as debookings, can have a real impact on business performance. Almost every SaaS company experiences debookings at some level or another, but most struggle with how to address the issue. Click to read James Kirwan’s article on the steps companies can take to address debookings, including Waterstone’s SaaS Debookings Prevention Framework.
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.
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.
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.
Hubert Selvanathan and Manisha Mishra recently facilitated an executive workshop for Customer Success leaders that focused on strategies and tactics critical to driving product adoption. Hubert summarizes four key insights that emerged from the session, which was hosted by WalkMe and Gainsight.
Consumers spend billions of dollars per month on subscription services, but are they satisfied with those services? Are they aware of what they spend? To find out, Waterstone analyzed 2,500 Americans’ budgets, spanning 21 categories of subscription service. Here are our most useful findings.
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.
The theme of TSIA’s recent Technology Services World conference was “Blending the Service and Sales Motions,” and it was clear by the end of the conference that there is significant and compelling rationale for doing so. To blend them successfully, each function must embrace a new operating model centered around three critical mind shifts.
Managed Services represent an important growth opportunity for tech companies. In this narrated presentation, James Kirwan discusses why this is the case and outlines five key avenues for Managed Services growth.
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.
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 message was loud and clear at this year’s IDC Directions Conference: digital transformation continues increasing in pace and importance. Andrew Clark highlights four key technologies driving the digital transformation wave, and discusses a new IT world order emerging from this wave.
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. Read James Kirwan’s brief on the three primary sources of debookings, and the issues debookings can cause for SaaS companies.