The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support

For over thirty years, we’ve been helping technology companies to more effectively address their customer lifecycle management issues.  We bring a focus on customer retention and increasing per-customer profitability to our work that is built upon a solid foundation of industry-wide experience, research and hands-on expertise.  While the specific tools and services we apply will depend upon the needs of the particular project, the overall process remains consistent: Assess, Design, and Build.

Assess

Successful and effective decision-making relies on a cornerstone of accurate and up-to-date knowledge.   Mikael Blaisdell & Associates have been doing successful assessment projects for all sizes and types of companies all over the world for decades, giving senior management teams access to actionable information and specific recommendations.

Design

What service products could be added to your company’s portfolio to significantly increase revenue and encourage customer retention?  What organizational resources would be required, and at what level of investment?  If the decision was made to proceed, what would the project plan look like?  The future-state blueprint pulls all of the pieces together and serves as the basis for implementation.

Build

As seasoned senior managers know all too well, designing a better approach is only the beginning of the real work. To be effective, the team has to be brought to adopt the new approach company-wide as their own.   The hands-on experience of Mikael Blaisdell & Associates, combined with our reputation and standing in the SaaS, contact center and services sectors, is a significant asset that can be deployed to reduce the time required for the project and improve the chances for success.

In addition to direct engagements with corporations, we’ve also worked with CRM and contact center management technology companies to design tools and products, served as founders and directors of professional associations, developed training courses for service & support representatives and their managers, spoken at industry conferences on a wide range of topics, and written hundreds of columns and articles.

That’s who we are. What we’d really like to talk about, however, is what we can do for you.

More Information

For more information on specific services offered by MB&A to assist you to increase your company’s overall sustainable profitability level and customer retention, please join us for a complimentary Office Hours discussion.

“It’s what you don’t know about your customer relationships that can cause you to lose them.”

–The SaaS Customer Retention QuickStat