The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
An old Country & Western song about lost relationships includes a funny line: “When the phone don’t ring, you’ll know it’s me.”  There is little to smile about, however, when the subject is lost income streams and customers for a SaaS company.  Customer Success Managers who don’t want to be singing the blues can’t afford to wait until…

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A common question keeps coming up in my conversations with SaaS/Cloud CxO’s all across the industry:  “How many Customer Success Managers does it take to keep customers from churning?”  The question appears in other forms, such as “how much CMRR (Contracted Monthly Recurring Revenue) should each CSM be responsible for?”  Or, “How many customer accounts can a CSM handle?”  Staffing…

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In his recent book, “Inside Apple; How America’s Most Admired –and Secretive– Company Really Works,” Adam Lashinsky makes a point that ought to resonate throughout the SaaS/Cloud ISV community and especially with the growing profession of Customer Success Management therein.  “Apple’s challenge isn’t finding new customers anymore, but instead figuring out what amazing new products to sell us.

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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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