The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
  • Customer Success Library
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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…

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A White Paper / Report of the Customer Success Management Initiative

As a fast increasing number of SaaS/Cloud companies are discovering, the sea-change in the industry is far from over.  The shift in profit realization strategies from the sale of perpetual licenses over to the subscription model has made customer retention a mandatory requirement.  The signing of the first contract…

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There is a growing awareness in the SaaS/Cloud sector that  the loss of a customer, whether from the simple failure to renew or from premature termination of a subscription, is a very serious matter.  The most immediate effect is that the subscription income has stopped.  Worse, if the CAC (Customer Acquisition Cost) hasn’t been recouped, the account instantly becomes a…

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In the past six weeks, there has been a lot of participation in the CSMI Research Surveys, both by companies who have established CSM groups and by those who are planning to do so in the near future. Two new Sponsors, CSM technology vendors ToTango and JBara Software, have come on board to join Apptegic and The HotLine

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