Waterstone has regularly sounded the drum for the tremendous impact of digital transformation in the enterprise, and that is largely because we have seen it firsthand. The maturing SaaS business model, IoT, big data analytics, and more have all evolved from early ideas in 2010 to near ubiquity today. Waterstone is tracking 8 trends this year that we anticipate will have a big impact in the enterprise technology sector.
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.
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”.
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.
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.
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.
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.
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.