Within SaaS organizations, customer-facing employees should be rewarded — not incentivized — by their compensation plan, and that means they should not carry growth quotas.
Three members of the Software Executive editorial advisory board offer advice on how they leverage customer support during the sales process.
Joel Ragar didn’t know there were alternatives to raising money when he dropped out of college to cofound a golf course management software company – and since then his philosophy of how to run a successful, profitable, sustainable business has changed drastically.
Headlines are littered with monumentally unprofitable companies that have the ability to raise capital, but don’t let those exceptions to the rule make your software business forget about the importance of profitability.
Seasoned customer success executive Paul Chilensky offers advice on structuring teams, tracking metrics, and implementing tools for CS teams.
The Business of Software conference – and the community of attendees that stays engaged year-round beyond the event – provided a long list of takeaways for everyone fortunate enough to attend. Here are some of the high-level themes I took away from my three days in Boston earlier this month.
“10 percent slower and 10 percent lower quality is hard to detect, but it will kill the company in two years.” That was just one of my favorite quotes from the 2018 Business of Software conference. Read on for 7 more quick takeaways.
As the company’s one and only employee, Chris Muench admits it can be tough to go from coding to support calls, and then back to coding. Interruptions for customer support are a fact of life for solo entrepreneurs, and Muench offers some sound advice for his peers at other small software companies.
If you work at a software company, chances are you’ve heard someone ask, “Wouldn’t it be cool if...?” Carl Ryden, co-founder and CEO of PrecisionLender, used to ask himself the same thing. So he developed a test for himself, using these four questions.
It’s important to keep close tabs on your support operation. Don’t take my word for it – ProfitWell’s Support Benchmarks show 15 percent better retention rates for companies perceived to have good customer support. Here are three software CEOs explaining why they care about customer support, why it matters to their customers, and how they measure its effectiveness.
During the sales process at Epos Now, we leverage our strong customer support and reviews as a core differentiator and unique selling proposition (USP) to our competitors.
We’ve all been there: angrily on hold with some service provider wondering why it’s so complicated to get answers to our seemingly simple questions. For me, this most recently happened after calling Marriott Rewards to troubleshoot a glitch that was preventing me from booking a hotel room with my points. Anyone who has tried to call their cable company or insurance company can likely relate. While I was wasting time on the phone I couldn’t help but wonder what kind of customer service metrics they use to track that kind of interaction. Surely the excessive amount of time I was spending on that call wouldn’t meet the standard.