Tag: Customer Success Management
Making the Business Case for a SaaS Customer Success Management Solution – Guest Commentary on the Bluenose Blog
One of the most significant trends in business today is the shift from products to services and the related transition to a subscription-based economy. Successfully adopting this new business model requires an organization to rigorously manage its customer relationships to minimize churn and maximize long-term customer value. Achieving this goal demands a new type of customer success management platform. Click here to read THINKstrategies’ perspective about the business case for a SaaS customer success management solution on the Bluenose blog.
A pivotal principle that sets Software-as-a-Service (SaaS) apart from the on-premises, legacy applications of the past is the shift of the vendors’ priorities so they better align with their customers. Rather than placing the burden of deploying and managing the software on the customer, SaaS vendors have to ensure customer satisfaction, minimize churn and maximize the lifetime value of their customers.
Achieving this objective requires the right combination of staff skills, business processes and support systems. Although every successful SaaS company has been committed to the idea of customer success, capturing the right data to gain a holistic view of the customer to better serve their needs has been a significant challenge.
Click here to read why, how the Pulse2013 conference hosted by Gainsight brought attention to this issue, and how THINKstrategies sees a new generation of Cloud-based ‘Customer Success Management’ solutions is addressing … Read More »