Articles:

• Customer Success Management and Sales: A Question of Role and Relationship
• Justifying Your Customer Success Management Team Budget
• Staffing Levels for Customer Success Management Groups
• Mind The Gap: The Disconnection Between Customer Retention Strategy and Process
• The Technology of Customer Retention
• The Customer Success Management Video Series
• No Churn: Customer Success and the Valuation of a SaaS Company
• The Management of SaaS/Cloud Customer Lifetime Value
• The Future of Customer Success Management: A Look Ahead
• The Centricity of Customer Success Management
• The State of Customer Success Management 2012
• The Dark Side of the Cloud: Churn Generators and Departure Drivers
• Progress Report: The Customer Success Management Initiative — November 2011
• Customer Success Management: Position or Profession?
• Partnership in the Cloud: The Redefinition of The Channel
• The Metrics of Customer Success Management
• SaaS/Cloud Success and the Customerium
• Definition: The Elements of Success in Community Support
• Does Your Company Have a Customer Success Management Group?
• Definition: The SaaS Support Model
• Cloud Profitability and The Burden of Customer Success
• Definition: Virtual Digital Assistants, Chat-bots, Conversational Artificial Intelligence, Avatars…
• The “Must-Attend” SaaS/Cloud Conference List
• The HotLine Update
• SaaS Profitability and The Strategy of Customer Conversations
• The Reality of SaaS/Cloud Customer Retention
• Definition: Remote Support Technology
• The Broken Customer Support Group
• SaaS & Customer Success, The (new) Definition of Customer Support
• Calculating the Return on Customer Retention
• SaaS & Professional Change
• The Role of the Channel in SaaS Customer Retention
• The Redefinition Challenge
• The SaaS & Support Project in 2010
• SaaS, Churn and ReSelling The Sale
• SaaS & The Ownership of Success
• Real Economic Value vs. Break/Fix Support
• SaaS, Success and Counting
• Good Handling of an Unnecessary Case is Still a Waste
• It’s Time to ‘Think Different’ About SaaS
• Creating and Sustaining Profitable SaaS Customer Relationships
• The SaaS & Support Project Research
• SaaS & the Contact Center Technology Market
• The Cost of Asking the Wrong Questions
• The SaaS Support Forum (TSSF)
• SaaS, Support, and Owning the Customer Relationship
• It’s Not About the Software Anymore
• Recorded Webinar: From Income Streams to SaaS River of Profitability
• The Evolution of a Publication
• SaaS & The End of Bloatware
• The Redefinition of Customer Support
• Seeing Beyond Software to Success
• A Moment of Opportunity
• SaaS: Dark Clouds and Silver Linings
• SaaS, Technology and “Let’s Pretend” Profitability
• At the Sound of the Bell…
• A Conversation About Customer Retention
• Penny Wise, Pound Foolish
• Caveat Emptor, tar-traps and Customer Retention
• The Something New
• Customer Service, or Customer Retention?
• SaaS: The Last New Customer
• SaaS, Paradigm Shifts, and Personal/Professional Survival
• Product Definition, Profitability, and The Power To Lose A Customer
• Contact Center Profitability: The Job You Save… Could Be Your Own.
• Language & The Price of a Gallon of Gas
• Adventures in SupportLand: The Scanner Company
• SaaS Vendors: Are Your Customers For Sale?
• From “Free” to “Fee” – The Challenge of Unbundling Support
• The Contact Center Management Technology Research Project
• Customer Centricity, and the Ownership of the Relationship
• The HotLine: Ten Months After Ignition
• Support 2.0 – Let the User Beware…
• SaaS/Cloud: Tsunamis Are Not Small Things
• SaaS & The Ghost of Computing Past
• SaaS/Cloud & The Future of Customer Support
• Contact Center Technology: A New Approach
• The Metrics of Customer Centricity
• Customers: The Source Of Profitability
• A Litmus Test for Customer Centricity
• The Technology of Customer Centricity
• Customer Centricity & The Contact Center
• Contact Center Technology: Getting What You Ask For
• The C-Level Challenge: Hearing the Voice of the Customer
• Contact Center Technology: Unready, Set, Fail.
• Milestones and Portents
• Dollars & Sense
• SaaS/Cloud Product Release Authority
• SaaS/Cloud & Support: The Right People
• Mikael’s koan for Customer Support
• SaaS/Cloud & Support: Significant Questions
• Differences and Opportunity
• SaaS/Cloud & Support: The DNA of Success
• The Customer Contact Center Training Inventory Costs
• SaaS/Cloud & Support: Reinventing the Role
• SaaS/Cloud & Support: The End of Break / Fix
• SaaS/Cloud & Support: A Competitive Advantage
• SaaS/Cloud & Support: The Strategic Key
• The Meaning of Excellence
• Aligning with the SaaS/Cloud Profits-Realization Strategy
• SaaS/Cloud & Support: Struggling with “Free” vs. “Fee”
• The Customer Contact Center Technology Suite
• The Impact of Support 2.0
• SaaS/Cloud & Support: Showing the Proof
• The Definition of Customer Support
• The Customer’s Metric
• Staffing Levels & Center Responsiveness
• The Knowledge Inventory Operation
• Aligning for Effectiveness
• The Next Wave: On-Campus Support
• Benchmarks: Be Careful What You Ask For…
• “World Class…” or Legendary?
• CRM in the Customer Contact Center
• The “On-Campusing” Initiative
• To Succeed in a SaaS World
• The Mission of a Customer Contact Center
• The Cost of a Call
• Lighting the HotLine Magazine

Pages

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    • Services for Software Companies
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  • Services
    • The Customer Retention QuickStat
    • The Customer Success Management Assessment
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    • Contact Center Optimization
    • Technology Selection
  • Research
    • The Customer Success Management Initiative
      • The CSMI Sponsors
    • The SaaS & Support Project
      • TSSP Research Surveys
      • TSSP Sponsors
      • TSSP Report 2009
      • The SaaS Support Forum (TSSF)
      • The Origins of The SaaS & Support Project
    • Contact Center Mgmt. Technology
    • The SaaS/Cloud Customer Retention Study
    • The Redefinition of Customer Support
  • Papers
  • Presentations
    • Links to Recorded Presentations
  • Libraries
    • The HotLine Magazine Library
      • Engineering vs. Support: How To Play The Game
      • SaaS/Cloud Computing & The Redefinition of Customer Support
      • The Case For Remote Support Technology
    • The HotLine Research Library
      • CI: The People
      • CI: The Process
      • CI: The Technology
      • CI: The Case for Customer Intelligence
      • CI: The Strategy
      • Customer Intelligence: The Key to Keeping SaaS/Cloud Customer Relationships
      • Selecting Remote Support Technology
      • Briefing: The Process of SaaS Support
        • Access Channels
        • Setting Appropriate Expectations For Support
        • Hours of Operation
        • Customer Usage of Support
        • Categorization of Service Requests
        • Volume of Service Requests By Category
        • Resolution of Service Requests
        • Metrics
        • Commentary
        • Data, Methodology and Results
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