Web Exclusive

  1. Customer Support Tips For Small Software Companies
    9/18/2018

    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.

  2. The 4 Question Test For Software Feature Prioritization
    9/10/2018

    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.

  3. 3 Software CEOs Share Advice On Customer Support Operations
    9/7/2018

    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.

  4. Why Customer Support Matters In Your Software Sales Process
    8/24/2018

    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. 

  5. Don’t Expose Your Software Customers To Your Org Chart
    8/17/2018

    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.

  6. Balancing Top-Line And Bottom-Line Growth
    8/10/2018

    Should software companies be more concerned with top-line or bottom-line growth? The honest answer is that you need both.

  7. 5 Social Selling Strategies For Software Vendors
    7/23/2018

    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.

  8. Pragmatic Advice For Financing The Growth Of A Software Business
    7/6/2018

    Erik Matlick, CEO of NYC-based marketing data software company Bombora, shares his insights on financing growth from his experience helping multiple software ventures get off the ground. Matlick, who is also an investor himself, has a pragmatic, calculated perspective on raising money – one that is a far cry from the cash grab strategy often hailed in Silicon Valley. 

  9. The Reality Of Selling Your Software Business Is Harder Than It Seems
    6/14/2018

    My inbox is bombarded with a daily stream of news about tech acquisitions. I know the mainstream tech media is obligated to cover the biggest of the big deals, but to me the headlines about billion dollar exits aren’t painting an accurate picture of just how difficult it can be to sell your software company.

  10. Debating Software Company Growth Strategies
    6/11/2018

    There isn’t a “wrong” answer to whether top-line or bottom-line growth is more important for SaaS companies. Instead of debating the pros and cons of VC money, software companies should take a look, hard look at the best way to finance growth.