The HotLine Magazine Archives
For The Profession of Cloud/SaaS Product Support
That your Customer Success Management team is going to have significant connections with the Sales group and role is a given.  Where the lines are drawn however,  varies widely and the political infighting can be fierce.  The strategic decisions to be made are core-level, and absolutely require CEO leadership.  Without such direction, what’s likely to occur is a perpetuation of…

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The CSM video series is a joint effort by DreamSimplicity and The HotLine Magazine, and there will be a new short video on various aspects of CSM published each week.  As each video is released, I’ll add the link below.  Each video is about two minutes in length.

Introduction

About the Series.

Origins of the Customer Success Manager

Being…

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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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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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