The good news about subscription businesses? Much of your revenue is going to come back! The downside? Growth takes longer as your revenue recognition is prorated monthly. So if you have ambitious growth targets in 2016, says Jason Lemkin, you better start getting prepared now! The impact of better retention? HUUUGE. For every one percentage point increase in …
David Skok is one of the key folks helping the industry understand the economics and impact of churn.  This is a thorough primer, including the why, what and how! So what is Customer Success? You want tips instead? If you like your education to come in the form of tips, then read Aligning SaaS Customer …
Bob Thompson of CustomerThink is grappling with the evolution of Customer Success. Yeah, I get it. Sometimes it feels like life is hopping on and off bandwagons. Thompson’s main issue is “whether companies are really committed to customer success, or is this just a customer retention program with a better name?” Be sure, he begs, that “customer …
Are you a mobile app builder wondering about retention metrics? With some many apps in the various app stores and the number of different ways a app company can get customers, the metrics to success may be a bit overwhelming. In this Youtube video, Jason Calacanis, entrepreneur and angel, walks through his thoughts on how …
The stock market last week, oh my. The good news for advisers is that you can focus on customer service! The folks at Fisher Investment believe in making sure you offer multiple touch points for customers: some want face-to-face contact, others prefer the phone and still others like sticking to email, letters or video. Wow, letters. …
OK, this feels like a”no s**t, Sherlock” pronouncement. But, hey, we’ve got numbers!  In customer retention, companies that invest in tech do 50% better. The tech budget for customer success teams lags its importance in the success of the overall business, so always good to get some ammo! 7 fundamentals of sustainable growth? Some fluffy …
“Platform leakage” really hurt Homejoy Homejoy, which offered on-demand home services (think Uber for house cleaning!), shut down recently. And while there were a bunch of reasons for that, this article talked a bit about “platform leakage“, where a client finding a quality vendor and taking them off the platform. In Homejoy’s case, this would mean that I ask …
Starting a new business is no easy matter (even if this is not your first one) . But it is easier if you have a mission that you feel strongly about. ChurnZero is our (Mark Heys and You Mon Tsang) new company. And it is born out of real pain that we experienced: how do we …
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