The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
There is one point upon which everybody is in full agreement about Customer Success Management.  The core strategic purpose of a CSM / group and program is to reduce churn.  Some companies go a step further to charter the team with the additional responsibility of moving customers up the value tiers wherever possible; others do not.  But when…

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Beginning around 1980, with the proliferation of threaded-message discussion forums on CompuServe covering a variety of hardware and software technology products and companies, to today’s multifaceted social media, the concept of tapping a customer base / community for customer support purposes has a long history.  Some companies have been very successful, and others have seen the opposite outcome.  Along the…

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In the course of The SaaS & Support Project research, I began asking companies about two related roles that have been popping up in organizational charts of all sized firms for some time:  Customer Retention and Customer Success.  I’ve found that Customer Retention managers tend for the most part to be “firefighter” positions, called in when a customer…

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There is a tendency for some SaaS/Cloud vendors to think that Customer Support is the same as it was in the traditional sector, only with less demand and therefore a significantly lower staff. The core of that mis-perception is that Support is an unfortunately necessary evil, the group that only deals with problems resulting from breaks and interruptions in service…

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