Apr
09
In-app messages are popping up everywhere and SaaS products are no exception. In-app engagements is a highly effective way to increase user retention and engagement. In fact, products that use in-app engagements see a 3x boost in engagement and a 4x increase in conversions. An in-app engagement can take many forms such...
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Apr
08
Customer success has become the cornerstone of many companies’ strategy to reduce churn, drive upsell and expansion opportunities, and increase advocacy. And customer success solutions are helping them do this effectively and at scale. But what enables a CS solution to do this effectively? In addition to all of the...
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Apr
03
Match the emoji clues with the right Pulse 2019 Track! If you can answer #5, you're an emoji MASTER. Want to learn more about Pulse 2019 tracks, sessions, and speakers? Visit the official Pulse 2019 event page.
Mar
29
"If I have seen further it is by standing on the shoulders of Giants." That's a pretty humble statement from the man who invented calculus. But Sir Isaac Newton had a point when he wrote that famous quote in 1675. Individuals have made incredible contributions to the store of human...
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Mar
28
Your product can’t suck. That’s a given. But it’s also not enough to be a good product that doesn’t hook your customer and connect to their pain points. When you boil it down, your product falls into one of three categories: 1) shelfware (no one uses it, no one remembers...
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Mar
27
There’s nothing worse than submitting feedback about a product you love and hearing nothing back. Okay, there’s probably a few things that are worse, but it’s still pretty painful when it happens. It feels like they aren’t really listening to you, and if they aren’t listening, then do they really...
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Mar
21
The natural tendency of customers and vendors is to drift apart, not closer together. Let's say it another way: The natural tendency of all your customers is to churn. But is that true? Let's play it out. You make the sale, close the deal. Then you do nothing. What happens?...
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Mar
20
When I think about health scores, it's hard not to picture the analogy that's built into the name: health. In the health analogy, customers are like patients and Customer Success Managers (CSMs) are like doctors. CSMs do tests and measure signals to diagnose any "diseases" and prescribe the right treatment...
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Mar
18
Imagine a world where your computer didn’t have any folders, only files crowding your desktop. That’s the feeling of analyzing usage of your product’s features without any hierarchy to organize them. As the former CS Ops Director for a business intelligence software company, I invested a lot of time making...
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Mar
18
Do you know where your users are? And the last time they were in your product? And what they did? And if they saw your newest feature? And if they used it? And for how long? Understanding how your customers are using your product is essential to helping them maximize...
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