Insights and News

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.

Insights on Driving Product Adoption Today

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.

America’s Relationship with Subscription Services

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.

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.

The Importance of Blending Service and Sales Motions

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.

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.