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 below to read James Kirwan’s article on the steps companies can take to address debookings, including Waterstone’s SaaS Debookings Prevention Framework.
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.
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.
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.
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.