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.
Insights and News
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.
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.