Posts Tagged ‘Account Management’
SaaS Churn Secrets: Beware the Non-Complainers
What’s the dirty little secret of SaaS churn? Just look at this chart, from “Market-Based Management” by Roger J. Best, and it will jump out at you like a skeleton at a haunted house. It seems a little counterintuitive, but the data show that dissatisfied customers who never complain are much more likely to bolt…
Read MoreHow to Use Business Reviews to Increase SaaS Customer Retention
Retention is one of the main challenges tech companies face. Keeping customers after their initial contract ends can be difficult if decision makers do not clearly see the value in using your product. That’s why SaaS companies need good account managers. The main job of an account manager is to help the customer grow. Account…
Read More5 Things the iPhone G4 Antenna Fiasco Can Teach Us About Customer Service and PR
A few thoughts about Apple’s recent PR problems: 1. When your client has a real problem, simply telling them “You’re holding it wrong” isn’t a real solution. Even if it’s the truth, clients and prospects rarely want to hear that their process is to blame. Even if it is actually part of the problem, be…
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