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As part of a series of short [15-minute] demo/webinars to address some of the key topics in Customer Success. We delivered a session entitled to customer health scores.

“Hospital pass” is a term used in several football codes to describe a pass that subjects the recipient to heavy contact, usually unavoidable, from an opposing player — the expression implying that the recipient of the pass could end up in hospital. (Wikipedia). To throw (someone) under the bus is an idiomatic phrase in American English meaning to sacrifice a friend […]

For six years I worked at a company that sold advertising to some of the biggest brands in the world. Maintaining good relationships with customers was essential. A happy customer was worth hundreds of thousands of dollars while an unhappy one was gone forever. We used the best software available to land new accounts and […]

Wondering what is customer retention, right? Customer retention simply means holding onto your existing customers. The problem is, however, that it’s not always a simple process to identify, understand, measure, and improve the rate at which you retain customers. 

First impressions are powerful in business. They can easily deter an interested party or can create a strong bond that will last for years. Having a great onboarding process goes beyond providing new customers with guidelines on how to use your product or service. It is a way to develop long-term relationships where customers feel […]

How do you accurately predict whether a customer will be successful using your solution and whether you will meet your long-term goal of maximizing profit from this customer?  Unfortunately, the onboarding process is different for every vendor and every customer. So building a successful, repeatable process is not an easy task.

Wondering what is customer segmentation analysis and how it can help with your customer base? Imagine your customers all had the same profile, the same goals with your solution, used your software in exactly the same way, bought the same number of licenses and engaged with your sales, support, and customer success teams identically.  Imagination […]

If you’re like me, then you can’t help but sing into a hairbrush when you listen to music. However, when I’m in public, I spare everyone the free concert and opt for a podcast instead.

Having a solid customer acquisition strategy is a must for any business, yet what counts the most is the business’s ability to keep the current customers satisfied and ready for recurring and bigger purchases. This process is called customer retention and we will be talking about predictive analytics for customer retention, but let’s point out […]