7 Back-Breaking Obstacles You Must Overcome to Ensure Customer Success in Enterprise Business Applications

* This article is part of a White Paper called “The Most Powerful Practices to Guarantee Customer Success in Enterprise Business Software.”  SaaS EAS customer success, as already defined, is the joint responsibility of the vendor and the business that has purchased the solution. Both entities make an investment of reputation, money and time in

5 Customer Success Metrics to Be Aware Of

When you want to grow your business, you should take a look at some available customer success metrics. These factors can help you improve your own business performance significantly. It is recommended that you use these metrics for analyzing your business performance regularly. Many successful business owners claim that they can achieve their success easily,

How Customer Success Managers Can Promote Renewals and Up Sells Successfully

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.” Renewals, cross-sells and up-sells all contribute to improve the total lifetime value of a customer. As already discussed, TLV is the most important metric when it comes to the long term success of

Customer Success Guidelines for Maximum Upselling and Cross-Selling in a World Gone Cloud

This article was originally posted on CloudTweaks With the growth of the subscription economy, companies can no longer assume that a sale means that the deal is closed. Companies need to prove their worth every minute of every hour, every hour of every day and so on. A big part of proving your company’s worth

SaaS Customer Success Strategies that Really Work

With the maturity of a SaaS business, SaaS metrics become very important and valuable for SaaS customer success. For most SaaS businesses, the application of Saas metrics begins with tracking recurring revenue and customer acquisition costs (CACs). And with a customer base, churn must be given the priority it deserves. SaaS profit greatly depends on


This video from the Customer Success Summit 2015 offers many valuable insights to viewers about the future of customer engagement and success. In the video, Adele Sanchez, Director of Training and Support at Revinate, speaks about her experience with WalkMe’s onscreen guidance technology to better onboard users to their new UI. Revinate launched WalkMe in

How Customer Success Managers can Overcome Overwhelming Support Requests

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.” Perhaps the most exemplary of SaaS providers, Salesforce has excellent advice for CSMs. It encourages them to treat their applications as a comprehensive service, not a mere software product.  This label raises the

3 Customer Retention Strategies That Really Work

Whilst there are obvious advantages of keeping clients loyal as well as maintaining your customer retention rates, it can be an extremely a daunting task to keep retention rates high. Customer Retention Strategies Be the Expert Both small, medium sized and large businesses are increasingly becoming dependent on services to be able to run their

6 Onboarding Challenges to Avoid in Customer Success

Developing a software implementation program can seem daunting, especially with growing customer expectations. If getting a product up and running is slow, for example, eager customers will quickly reevaluate competition. Customer risk management is key from day one of the customer lifecycle. Implementation challenges are compounded by the fact that customers want a product that