Cloud Vendors Beware! You Now Own a Share of Your Customers’ Risk
We love talking with cloud software sales professionals. They are always excited about the big deal they are chasing and how they are going to win a new account. Even (or particularly when) they face a lot of competition, their faces light up when they…
4 Myths About Customer Success (and How to Bust Them)
If You Build It, You May End Up Wasting a lot of Time and Money! After a decade of experience in developing and implementing customer success and user adoption strategies for clients, we have seen several pervasive myths that prevent companies from getting value…
Investing In IT With No Software Adoption Strategy Is A High Stakes Gamble
REPORTED An article by the Corporate Executive Board (CEB), a research and advisory firm to leading organizations, stated that many companies in the Financial Services (FS) industry are increasing their investments in IT solutions, despite the volatile market conditions. What is shocking is that CEB reports, …
Six Reasons Why Every SaaS Vendor Needs a Customer Success Management Strategy
Just the other day, while talking to a SaaS cloud software vendor, we started talking about customer satisfaction and retention. They shared with me their examples of what is becoming a story that I hear all too often from SaaS vendors – that is, they…
7 Things Cloud Vendors Need to Do to Retain Customers
The rise of cloud computing has made it easier for cloud software vendors to acquire new customers. It has also made it harder to keep them. We consistently hear from cloud vendors that they have no problem winning the sale, but if their customers have…
IT User Adoption – a Question of Motivation
When it comes to User Adoption, this famous clip from the movie Office Space is a quick reminder of one of the most commonly overlooked issues when implementing IT systems – motivating people to work. And sure, Initech is a fictional company, but it actually…
Accelerating User Adoption
Observation Most IT projects focus on the supply of IT delivery – that is, they focus on getting the technology live – and they often ignore the key issue of driving full software user adoption and benefits realization. Further, there is an assumption that the…
Design the Right Metrics to Improve Software Adoption
Observation – Software User Adoption Have you noticed that you spend a large amount of time documenting process flows but fail to measure their IT implementation? How do you know if the end-users are enacting the system as designed and contributing to the business goals?…
Customer Success Management (CSM) and the Critical Path to Customer Renewals
*This blog post was written by Jason Whitehead, CEO of Tri Tuns and originally published publication on Openview Labs blog. “Poor user adoption and the lack of perceived value by customers is the greatest challenge faced by SaaS vendors. Quite simply, a customer that is…
Your Customer Success Strategy is Key For Customer Renewals
SaaS vendors – or any vendor that sells on a subscription basis – know that retaining customers (CSM) is critical for growing revenues and ensuring the overall prosperity of their organization. The challenge is that historically companies have focused on the initial sale and building…
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