In my 5-part series, I’ve shared actionable ways to keep your bottom line healthy and improve your top line as you deepen existing customer accounts and gain valuable referrals. Here’s a summary of each post:
Tagged Archives: customer service
Recap: Simple strategies for customer success in 2012 (6 of 6)
Posted by Bernie Kassar on December 13, 2011
10 commandments for customer renewal (Part 5 of 6)
Posted by Bernie Kassar on November 29, 2011
Xactly’s list of 10 Customer Rules for increasing customer renewal and customer success.
A Critical Shift: From Customer Satisfaction to Customer Success (Part III of VI)
Posted by Bernie Kassar on November 1, 2011
The sooner vendors realize the customer is their number one asset, the quicker they will pave the road to success.
Strategies for Customer Renewal through Customer Success (Part II of VI)
Posted by Bernie Kassar on October 25, 2011
Customer renewal is the new currency for growth. It was the software-as-a-service (SaaS) business model, with its dependence on retention for revenue that gave customers control. New, shorter-term agreements shifted the power from the vendor to the customer with a lower cost-of-entry. With that kind of flexibility, simply put—good customer service isn’t enough. Even ‘satisfied’ [...]
Customer Success: The Key to Long-Term Profitability (Part I of V)
Posted by Bernie Kassar on October 4, 2011
The evolution of the SaaS (Software-as-a-Service) community has redefined the traditional relationship between businesses and their customers. SaaS companies have moved away from a sales-driven model, where value is achieved through customer acquisition. Instead, these businesses are adopting a model where revenue is earned incrementally over a long period of time. To stay competitive, SaaS companies now look past old measures for success and align their goals with those of their core customer base—adoption and ROI.
