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The Technology of Customer Retention 4 Jul 2012 | 05:52 am
One of the most well-represented sectors in the SaaS/Cloud lineup is the general group of technologies to automate and assist companies with everything up to the execution of a sales contract with a c...
The Customer Success Management Video Series 30 Jun 2012 | 04:06 am
The CSM video series is a joint effort by DreamSimplicity and The HotLine Magazine , and there will be a new short video on various aspects of CSM published each week. As each video is released, I’ll...
No Churn: Customer Success and the Valuation of a SaaS Company 16 Jun 2012 | 04:24 am
SaaS/Cloud company management teams have always recognized the economic necessity of spending a certain amount of money to acquire a customer. Customer Acquisition Cost (CAC) is a standard part of th...
The Management of SaaS/Cloud Customer Lifetime Value 1 May 2012 | 06:48 am
Customer Lifetime Value is one of the essential management metrics for any SaaS/Cloud application vendor. CLV is what remains after the CAC , Customer Acquisition Cost, and the CRC , Customer Retenti...
The Future of Customer Success Management: A Look Ahead 25 Mar 2012 | 05:12 am
A common thread throughout the research of The Customer Success Management Initiative has been the interest in members of the growing CSM community to meet other professionals and to learn what is bei...
The Centricity of Customer Success Management 10 Mar 2012 | 06:12 am
In his recent book, “Inside Apple; How America’s Most Admired –and Secretive– Company Really Works, ” Adam Lashinsky makes a point that ought to resonate throughout the SaaS/Cloud ISV community and es...
The State of Customer Success Management 2012 9 Feb 2012 | 07:15 am
A White Paper / Report of the Customer Success Management Initiative As a fast increasing number of SaaS/Cloud companies are discovering, the sea-change in the industry is far from over. The shif...
The Dark Side of the Cloud: Churn Generators and Departure Drivers 10 Jan 2012 | 11:38 am
There is a growing awareness in the SaaS/Cloud sector that the loss of a customer, whether from the simple failure to renew or from premature termination of a subscription, is a very serious matter. ...
Progress Report: The Customer Success Management Initiative — November 2011 21 Nov 2011 | 07:54 am
In the past six weeks, there has been a lot of participation in the CSMI Research Surveys, both by companies who have established CSM groups and by those who are planning to do so in the near future. ...
Customer Success Management: Position or Profession? 26 Sep 2011 | 07:51 am
Over the past couple of years, a new position has popped up in the job listings throughout the SaaS/Cloud sector, and a new box has appeared on a fast-growing number of company organizational charts. ...
