Articles:
- Customer Success Management and Sales: A Question of Role and Relationship
- Justifying Your Customer Success Management Team Budget
- Staffing Levels for Customer Success Management Groups
- Mind The Gap: The Disconnection Between Customer Retention Strategy and Process
- The Technology of Customer Retention
- The Customer Success Management Video Series
- No Churn: Customer Success and the Valuation of a SaaS Company
- The Management of SaaS/Cloud Customer Lifetime Value
- The Future of Customer Success Management: A Look Ahead
- The State of Customer Success Management 2012
- The Dark Side of the Cloud: Churn Generators and Departure Drivers
- Progress Report: The Customer Success Management Initiative — November 2011
- Customer Success Management: Position or Profession?
- Partnership in the Cloud: The Redefinition of The Channel
- The Metrics of Customer Success Management
- SaaS/Cloud Success and the Customerium
- Definition: The Elements of Success in Community Support
- Does Your Company Have a Customer Success Management Group?
- Definition: The SaaS Support Model
- Cloud Profitability and The Burden of Customer Success
- Definition: Virtual Digital Assistants, Chat-bots, Conversational Artificial Intelligence, Avatars…
- The “Must-Attend” SaaS/Cloud Conference List
- The HotLine Update
- SaaS Profitability and The Strategy of Customer Conversations
- The Reality of SaaS/Cloud Customer Retention
- Definition: Remote Support Technology
- The Broken Customer Support Group
- SaaS & Customer Success, The (new) Definition of Customer Support
- Calculating the Return on Customer Retention
- SaaS & Professional Change
- The Role of the Channel in SaaS Customer Retention
- The Redefinition Challenge
- The SaaS & Support Project in 2010
- SaaS, Churn and ReSelling The Sale
- SaaS & The Ownership of Success
- Real Economic Value vs. Break/Fix Support
- SaaS, Success and Counting
- Good Handling of an Unnecessary Case is Still a Waste
- It’s Time to ‘Think Different’ About SaaS
- Creating and Sustaining Profitable SaaS Customer Relationships
- The SaaS & Support Project Research
- SaaS & the Contact Center Technology Market
- The Cost of Asking the Wrong Questions
- The SaaS Support Forum (TSSF)
- SaaS, Support, and Owning the Customer Relationship
- It’s Not About the Software Anymore
- Recorded Webinar: From Income Streams to SaaS River of Profitability
- The Evolution of a Publication
- SaaS & The End of Bloatware
- The Redefinition of Customer Support
- Seeing Beyond Software to Success
- A Moment of Opportunity
- SaaS: Dark Clouds and Silver Linings
- SaaS, Technology and “Let’s Pretend” Profitability
- At the Sound of the Bell…
- A Conversation About Customer Retention
- Penny Wise, Pound Foolish
- Caveat Emptor, tar-traps and Customer Retention
- The Something New
- Customer Service, or Customer Retention?
- SaaS: The Last New Customer
- SaaS, Paradigm Shifts, and Personal/Professional Survival
- Product Definition, Profitability, and The Power To Lose A Customer
- Contact Center Profitability: The Job You Save… Could Be Your Own.
- Language & The Price of a Gallon of Gas
- Adventures in SupportLand: The Scanner Company
- SaaS Vendors: Are Your Customers For Sale?
- From “Free” to “Fee” – The Challenge of Unbundling Support
- The Contact Center Management Technology Research Project
- Customer Centricity, and the Ownership of the Relationship
- The HotLine: Ten Months After Ignition
- Support 2.0 – Let the User Beware…
- SaaS/Cloud: Tsunamis Are Not Small Things
- SaaS & The Ghost of Computing Past
- SaaS/Cloud & The Future of Customer Support
- Contact Center Technology: A New Approach
- The Metrics of Customer Centricity
- Customers: The Source Of Profitability
- A Litmus Test for Customer Centricity
- The Technology of Customer Centricity
- Customer Centricity & The Contact Center
- Contact Center Technology: Getting What You Ask For
- The C-Level Challenge: Hearing the Voice of the Customer
- Contact Center Technology: Unready, Set, Fail.
- Milestones and Portents
- Dollars & Sense
- SaaS/Cloud Product Release Authority
- SaaS/Cloud & Support: The Right People
- Mikael’s koan for Customer Support
- SaaS/Cloud & Support: Significant Questions
- Differences and Opportunity
- SaaS/Cloud & Support: The DNA of Success
- The Customer Contact Center Training Inventory Costs
- SaaS/Cloud & Support: Reinventing the Role
- SaaS/Cloud & Support: The End of Break / Fix
- SaaS/Cloud & Support: A Competitive Advantage
- SaaS/Cloud & Support: The Strategic Key
- The Meaning of Excellence
- Aligning with the SaaS/Cloud Profits-Realization Strategy
- SaaS/Cloud & Support: Struggling with “Free” vs. “Fee”
- The Customer Contact Center Technology Suite
- The Impact of Support 2.0
- SaaS/Cloud & Support: Showing the Proof
- The Definition of Customer Support
- The Customer’s Metric
- Staffing Levels & Center Responsiveness
- The Knowledge Inventory Operation
- Aligning for Effectiveness
- The Next Wave: On-Campus Support
- Benchmarks: Be Careful What You Ask For…
- “World Class…” or Legendary?
- CRM in the Customer Contact Center
- The “On-Campusing” Initiative
- To Succeed in a SaaS World
- The Mission of a Customer Contact Center
- The Cost of a Call
- Lighting the HotLine Magazine
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