• In the enterprise software industry, customer success requires much more than just a software solution with requisite features and functions. 

    It also requires an array of consulting, training, and support services that ensure a successful initial implementation, as well as ongoing usage and delivery of business value.  I recently had an opportunity to connect with Ron Baden, SVP of Services at Host Analytics, to get his take on Host Analytics Services and how they support our “customers for life” philosophy.  Here’s what he had to say. 

    John:  Ron, what’s the charter or vision for Host

    Posted by on August 12, 2015
    Topics: EPM
  • To take a pulse, to get a feel, to look for early signs of churn, renewal, and upsell – whatever it is, Subscription Business Customer Success organizations continuously seek meaningful ways to regularly interact with customers.

    Typically, this is done by a CSM with a phone call, survey, or event invite.  But in the new SaaS or subscription economy, monitoring how customers consume training can be both a “vanguard of customer success” and a “canary in your coal mine”. 

    Keeping your finger on the pulse of the customer doesn't have to be annoying – it can be natural, beneficial, and even

    Posted by on May 7, 2015
    Topics: Education