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. Click below to read James Kirwan’s brief on the three primary sources of debookings, and the issues debookings can cause for SaaS companies.
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.
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.
Dhaval Moogimane sits down with Allison Pickens, Chief Customer Officer at Gainsight, to discuss different pricing models for Customer Success. Dhaval also gives his take on Customer Success maturity, and answers the question of whether your company should ultimately be charging for Customer Success or not.
Retention is critical to sustain and grow a business in the subscription economy. In this webinar for ITA, Jim Tuohy and Steve Deutsch discuss frenquently used retention metrics and highlight four key pillars to improve client experience and drive retention.
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.
The pace of change in business today is unrelenting, from the velocity of market growth, to new and changing technologies, to evolving customer wants and needs. This is particularly evident in tech and recurring-revenue model businesses.
Hardware vendors are under attack. A number of factors are threatening hardware vendor revenue streams: aggressive pricing, competitors with lower cost labor and/or materials, innovative features or capabilities, and potentially the scariest… virtualization. As more and more hardware businesses are being attacked by new entrants and software-defined solutions, vendors are increasingly looking to software and services to fight back against the virtualization wave.
John Zuk recently sat down with Rhianna Collier, SIIA’s VP of the Software & Services Division, to discuss current industry topics. During their discussion, John shared what he believes to be the biggest challenges in Customer Success operations today and the key drivers in defining the connected commerce market.
Waterstone engaged with 25 technology-led companies over the past several months to capture the latest trends around Cloud, Services, and Customer Success. In this concise presentation, we highlight five key findings around the shift to the cloud, challenges around cloud transformation, support and services evolution, level of investment in Customer Success, and challenges surrounding Customer Success.
This paper marks the first in the four-part series, and it will zero in on the Services selling model dimension of the framework. Companies aspiring to grow their Managed Services business should benchmark their current operating model against this continuum, and identify and prioritize the elements critical to achieving successful growth.
Quarterly Business Reviews (QBRs) are an amazing opportunity, but they’re also where dropping the ball has the most painful impact. Amity asked Neil Jain and other leading Customer Success experts to share their thoughts on the biggest QBR mistakes Customer Success teams are making and how to avoid making them going forward.
Managed Services is expected to grow by more than 10 percent between now and 2020. In this article for Sand Hill, Eric Pelander outlines the three factors driving growing interest in Managed Services: the financial opportunity it presents, increasing customer demand, and its ability to serve as a stepping stone to XaaS.
Unless Customer Success is a cross-company endeavor led by an executive team, companies run the risk of not being able to deliver the right customer experience. In this video, Dhaval Moogimane highlights the four critical priorities a company must consider when getting started with Customer Success.
Customer Success teams equipped with well-defined playbooks are uniquely positioned to deliver on this charter. In this webinar, Neil Jain and Aman Singh share key insights and best practices around how to successfully drive adoption through Customer Success playbooks.
When leveraged properly, Customer Success playbooks allow your team to spend less time planning and worrying and more time actually getting stuff done. In this recent Q&A with Amity, Aman Singh shares his thoughts on the challenges Customer Success managers face in driving adoption and the positive impact playbooks can have on their success.