Product onboarding is an important part of the process known as “Product Adoption.” In simple terms, product onboarding focuses on introducing the product or service to the users or customers. It enables your customers to learn about the features of the product and develop their first impression regarding it. Product adoption, on the other hand,…
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,…
Achieving Customer Success at Scale Customer Success must be ongoing for SaaS organizations to implement it successfully into their operations. It also must be scalable. As organizations add more customer accounts, their need to understand how to scale a customer success team and how to manage the growing complexity of these relationships. They also need to…
SaaS enterprises understand that recurring revenue is the lifeblood of their business. Having a great product or app isn’t enough; driving sustained usage and getting renewals is a must. Why track product usage? How do you drive usage or get more people to use your app/ service over a period? By ensuring your app delivers…
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…
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…
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…
After publishing an interview about our Scrum-based process at Upstatement with one of our awesome clients (Harvard Gazette), I thought it would be helpful to write up a more detailed appendix for the Agile devotees out there. We’re often asked by these folks to get specific: When applying Scrum methodology in an agency setting, how does it actually work? One personal…
