The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
The question: “Where should the Customer Retention / Success Management team (by whatever name) be placed in a SaaS organization?” — is one of the top queries being asked all over the global software industry.  Should CSM be a part of Sales? Operations? Professional Services / Implementation / On-Boarding?  Does it report independently to the CEO?  Worldwide, examples…

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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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Before a SaaS/Cloud vendor establishes a Customer Success Management group, it’s vitally important to set the foundation for winning by clearly defining how the performance of that team is to be measured in both of its purposes.  The first purpose of the CSM group is the real benefit experienced by the customers.  The second is the value brought to the…

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