Why ServiceChannel’s CEO is putting real dollars behind its customer success initiative, and how it’s poised to capitalize on customer demand.
Software companies should take a long look at their sales and marketing tech stacks to ensure data is shared seamlessly between teams.
True customer success stands out from a support operation – it’s a transformation and cooperation across many departments that introduces new ways to define your business.
A serial entrepreneur – and founder of four software companies – shares his best tips for securing investor dollars that you won’t find in a Google search about fundraising.
It’s not difficult to benchmark your SaaS business’s performance against that of public SaaS companies, but it’s also not that helpful.
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.
Should software companies be more concerned with top-line or bottom-line growth? The honest answer is that you need both.
In the world of software sales, “social selling” is all the rage. As a software vendor, engaging with prospects on social media platforms such as LinkedIn, Twitter, Instagram and Facebook can help build relationships, create robust networks of potential buyers, and increase visibility for the solution itself.