The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
SaaS/Cloud company management teams have always recognized the economic necessity of spending a certain amount of money to acquire a customer.  Customer Acquisition Cost (CAC) is a standard part of the business plan.  What is not so readily acknowledged is that spending money to retain customers is also a necessary aspect of the new business model.  It’s unfortunately very common…

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Customer Lifetime Value is one of the essential management metrics for any SaaS/Cloud application vendor.  CLV is what remains after the CAC, Customer Acquisition Cost, and the CRC, Customer Retention Costs, are subtracted from the revenues of the relationship.  The actual duration of that relationship, therefore, is of paramount importance — far too vital to be left unattended. …

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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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