Product Success

Customer-Success-Strategy- Convergence

The Customer Success Strategy

Convergence of Customer Success, Product Success and Experience Success Customer Success is a long-term, scientifically engineered, and professionally directed strategy for maximizing customer and company sustainable proven value. Most of the Customer Success strategy initiatives are tasked with churn reduction. But a more meaningful approach would be to gather the right data from various customer touchpoints,…

SaaS User Engagement

SaaS Users: Getting Comfortably Numb?

Software-as-a-service, by definition, provides 24/7 accessibility to its customers. The success of the erstwhile on-premise business software was dependent upon the number of licenses sold, SaaS is helping drive the change that success is now dependent on usage and hence linked closer to ‘value’ provided. Hence the growth in the SaaS world is moving away…

Product Success

5 Key Elements of Product Success

Not too long ago, the mantra of many companies that were looking to retain customers was “focus on benefits, not features.” This focus then shifted to ensuring results that provide measurable value. Today, companies increasing use customer success as a guide for the overall positive impact of their business activities. Product success is a subset…

product adoption

Product Adoption: the key to SaaS success

The advent of consumer mobile apps has created new benchmarks for user experience. Also, fatigued by an increasing ecosystem of SaaS tools, modern users want their web apps to ‘just work’. Stung by criticism, customer churn, and flat-lining of their product usage, many SaaS companies have woken up to the fact that product adoption is the fundamental…