The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
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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For many customers of banks and other financial institutions over the past few years, the first voice heard on the corporate telephone line is artificial, not a human.  An ever-growing number of companies have proven two critical points: First, their customers are willing to talk to a “chatbot” or virtual assistant if it gets them faster and more effective service. …

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New Resources

The Papers Page

For over thirty years, Mikael Blaisdell has been writing about customer retention through support and service.  Long before Customer Relationship Management became an industry, he was engaging in online discussions via the early time-sharing resources and sharing insights and best practices in published articles and columns in the print media. The Papers page is where…

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Since the beginnings of the software industry, Sales has claimed to own the customer relationship. Under the traditional premised-based model, the connection between company and customer is almost invariably transactional in nature, an exchange of up-front money for software licenses. Sales gets their commissions, and has but little interest in the customer afterward. The burden of extracting value from their…

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