The New SaaS Sales: Treat Perspective Software Buyers Like Investors, Not Customers
If you are a software vendor, consider this: What would it look like if you approached each sale like you were trying to raise investment capital instead of just selling a piece of software? Knowing that most software buyers (ah, funders, in this case) have…
5 Must Do Steps for People-Centric Customer Success
When customer success (CS) first came into the mainstream, many vendors focused firmly on their product. They were very focused on specific features and functions. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to…
The Very First Question a Customer Success Team Needs to Ask
If you are like many customer success managers, you are probably extremely focused on the question: “Will our customers be successful with OUR software.” You and your team probably ask yourselves what you, as a customer success professional, need to do to ensure the customer…
The Secret to Get Your Customers to Drive Software Adoption on Their Own
For years – long before the invention of SaaS, software vendors could make tons of sales by selling customers on the idea that software would solve all (well, most) of their problems. If you bought their system, all the great features and functions baked into…
What Customer Success and Software Adoption Teams Can Learn From Nature!
I recently watched this great video from Sustainable Human that tells the story about how reintroducing just 14 wolves to Yellowstone National Park in 1995 had a profound impact on that natural ecosystem. The video states that, “We all know that wolves kill various species…
The World Cup, Software Adoption and Customer Success
The most amazing thing happened after recent World Cup game. The Japanese spectators all cleaned up after themselves in the stadium. Many of them had even brought their own trash bags to make sure that they could leave the place spotless. When have you ever…
Learning To Drive Digital Transformation: Lessons From Roommates & House Guests
The rise of the digital workplace is changing how people collaborate and conduct work, forcing us to reexamine a lot of assumptions and rote behaviors. We need to rethink both how we work and how we impact others’ work. This got me thinking that we…
Why is User Adoption so Hard?
Most organizations are surprised by how difficult it is to get people to adopt new technology. The worst mistake people make The biggest mistake many organizations make is believing that people will have no choice but to adopt a new IT system because it will…
How to Increase Customer Success and Reduce Customer Churn
Customer Success provides a solid foundation for a company to grow and scale with customers for life. In today’s competitive market, SaaS providers fully depend on upsells, referrals and renewals year after year. Most SaaS companies put all of their focus and effort into developing…
Actions CEOs, CIOs, and CFOs Can Take to Increase Software Success
It is widely known that most software investments fail to deliver the expected business results and Return on Investment (ROI). Here are often-skipped, specific actions that CEOs, CIOs, and CFOs can take to get more value from their software investment. A long history of software…
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