The Customer Health Score – Valuable Strategy or Missed Opportunity?

The Customer Health Score – Valuable Strategy or Missed Opportunity?

Assigning a health score to customers can be a valuable business strategy– helping you find customers that are likely to churn or that are good candidates for an upsell. But when it comes to health scores, the big question is: how good is the health score at predicting customer behavior? [Read More]

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Realities of Renewals: Finding the Necessary Resources

Realities of Renewals: Finding the Necessary Resources

Increasing your recurring revenues sounds like a great business objective – but as with any other major business initiative, it requires an investment of time and resources. Reallocating the necessary resource is the first major hurdle in any renewals transformation. My last blog was about the first of five keys [Read More]

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Five Best Practices to Create Customers for Life

Five Best Practices to Create Customers for Life

Congratulations! Through blood, sweat, and maybe even a few tears, you’ve acquired a new customer. Chances are, you’ve invested a good amount of time and money to do so. What you may not realize is that on average, it takes just over three years to recoup the initial cost to [Read More]

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Tracking Customer Success: Don’t Lose Track of Time

Tracking Customer Success: Don’t Lose Track of Time

I wouldn’t call myself a gym rat (I typically consider hitting the gym 2-3 times a week a success), but amid a crazy work schedule, family in town and other distractions, I found that in the recent months, I haven’t been sticking to my regular routine – or any routine [Read More]

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Realities of Renewals: First Understand the Culture

Realities of Renewals: First Understand the Culture

When starting out to help a business transform its renewals culture, we carefully gather all existing data about revenues, opportunities, resources, etc. The most difficult thing to measure may be the most important in terms of the success – the business culture. Misaligned culture can show up in many ways, [Read More]

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Show Me the Money: 2 Ways the Internet of Things Will Unlock Your Customer’s Revenue Potential

Show Me the Money: 2 Ways the Internet of Things Will Unlock Your Customer’s Revenue Potential

Over the past few years, there’s been a lot of hype about the Internet of Things (IoT) and its massive potential to change how we live, work and conduct business. From wearable devices to smart appliances that share information via sensors, it seems every company is embarking on a bold [Read More]

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Realities of Renewals: Five Keys to Business Transformation

Realities of Renewals: Five Keys to Business Transformation

Once an afterthought on the balance sheet, recurring revenues are gaining new respect and attention in the business world. Many companies are adopting subscription-based offerings alongside traditional sales models. Some are moving completely to a subscription model. And many sense that their existing renewals business is underperforming, leaving revenues untapped. [Read More]

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What Customers Need to Know about Supplier Business Models

What Customers Need to Know about Supplier Business Models

What happens if you’re unhappy with a purchase decision you’ve made? In the traditional world, where you own the purchase outright, you have to deal with the consequences. In other words, you absorb all the risk when you make the purchase. With the shift towards subscription models, the situation changes [Read More]

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Strategies for Motivating Channel Renewals

Strategies for Motivating Channel Renewals

Did you know that on average, renewal rates are 12% lower in the channel versus direct? (Source: White House Office of Consumer Affairs.) When your channel is responsible for selling renewals, optimising renewal rates presents its own very special challenges. Specifically – how do you motivate channel partners to take [Read More]

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In the subscription economy, 100% of profits come from existing customers

In the subscription economy, 100% of profits come from existing customers

For the vast majority of recurring revenue businesses, existing customers don’t just fuel growth—they represent all of the businesses’ profits. Take the average customer relationship in the SaaS market: it takes 3.14 years to reach profitability, which for a $12,000/year subscription would mean $37,680 to hit breakeven. That means a [Read More]

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