The Hotline Magazine
No Churn - SaaS / Cloud Retention and Revenue Service
Customer Success Management Research
Contact Center Management Technology

Friday May 24, 2013





Page Two

Subscribe / RSS




Related Materials
Below Are Excerpts From Articles Related To The One You Are Now Viewing

The Future of Customer Success Management: A Look Ahead

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 being done in their companies and groups.  Curiosity is high, and questions abound.  What will the future of CSM look like?  What will drive the CSM role to develop and mature?  What do people see as best business practices in Customer Success Management?  As teams and programs mature, what levels will

More on page 3357

Partnership in the Cloud: The Redefinition of The Channel

There are a wide range of third-party firms that can become involved in a typical transaction between a software manufacturer and the customer.   In some cases, these companies are part of a product sales and distribution line from manufacturer to customer.  Other types of partners may only sell add-on services such as implementation, training or consulting.  The definitions for the various roles and acronyms (VARs/VADs/ISVs/etc.) that are collectively known as “The Channel” can vary widely.  Th

More on page 2629

Definition: The SaaS Support Model

What is the SaaS Support Model? is a question that brings visitors from around the world to The HotLine Magazine every day.  There are several variations seen in the search strings: SaaS Support Structure Tracking SaaS customers saas customer support support model for a SaaS product customer advocacy and support saas A complete answer to the question must address several vital issues.  What is the purpose (Strategy) of the support, and what services are to be offered? How will you measure the pe

More on page 2248

No Churn: Customer Success and the Valuation of a SaaS Company

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 the business plan.  What is not so readily acknowledged is that spending money to retain customers is also a necessary aspect of the new business model.  It's unfortunately very common for SaaS/Cloud CxOs to think in the first two or three years of their new startup's life that “We're in our land-grab

More on page 3497

The Management of SaaS/Cloud Customer Lifetime Value

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 Retention Costs, are subtracted from the revenues of the relationship.  The actual duration of that relationship, therefore, is of paramount importance -- far too vital to be left unattended.  What are the milestones of the customer lifecycle?  Where are the vulnerable points of potential churn?  How should

More on page 3458

By Mikael Blaisdell

As the SaaS tsunami continues to roll out at a dizzying pace, staying current on developments is a considerable challenge for people in all sectors of the SaaS/Cloud community.  One of the best sources I’ve found for vision, information and ideas throughout my career has been the conversations that happen at well-run industry conferences.  Yes, travel budgets are tight and the time is a concern — but you hear things at those events long before they appear on the web or in other news outlets.  For the past several years, there have been a handful of such gatherings on my personal “must attend” list.

Design and Value

There are several aspects that make for good value in a professional conference.  One is the design of presentations and panel discussions, especially if they are carefully crafted for the audience and not merely done as marketing or advertising exercises for some vendor.  Another is the array of pre and post conference workshops or seminars that may be offered.  The content of the formal sessions can do a great deal to set the tone of the event and to suggest strategic and tactical concepts, ideas, approaches and possibilities.

The most important source of value, to me, however, is in the attendees of the conference.  The content of the presentations is only a beginning.  The real impact comes from interacting one on one or in small groups gathered informally around the table or bar during the day or after hours, and conference organizers should keep this firmly in mind.  Receptions need to be held in rooms where you can hear what others are saying without having to shout.  Networking breaks should be frequent.

The SaaS/Cloud Webinar, Event & Conference List

To keep up with the ever-increasing variety of valuable webinar, event and conference options, we’ve created a new page for The HotLine Magazine list.  For event descriptions, discount codes and registration links, please click here.

Published: April 2, 2011

Revised: January 16, 2013