Click-through rates do not measure customer engagement, retention or loyalty

Click-through rates do not measure customer engagement, retention or loyalty

CTR is important, but it alone can’t tell you if your campaign or advertisement is successful or not. Luckily, because of the digital age, there’s a better way to measure success.
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Customer Onboarding: What you need to know to prevent first-year churn

Customer Onboarding: What you need to know to prevent first-year churn

Maximizing Customer Lifetime Value (CLV) is not easy. You cannot expand your wallet share with cross-sell or upsell tactics without first delivering value and the initial promised business outcomes. Nor can you extend the life of the subscription with renewal sales plays before first ensuring the customer has achieved success within the first subscription or contract term.
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I’ve Got 99 Problems, but Usage Data Isn’t One

I’ve Got 99 Problems, but Usage Data Isn’t One

Recurring revenue business models introduce new challenges for you and your channel partners. Customers are more empowered and informed than ever before. As my previous blog stated: customers only want to pay for what they use. More specifically they only want to pay for the value received from a product or service—and they only receive value when they are using a product or service effectively.
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Pay Per Month

Your customers only want to pay for what they use

What came first, the recurring revenue business model or empowered customers that only want to pay for what they actually use? Much like the chicken-and-egg scenario, you could argue it both ways. But the fact of the matter remains; customer-buying behavior has changed dramatically. Not only are consumers empowered with more information than ever before, now they only want to pay for what they actually use. And if they don’t see value from what they use, then they will cancel their service.
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How to Create a Value-Centric Customer Onboarding Experience

How to Create a Value-Centric Customer Onboarding Experience

Your customers are the key to profitability and faster revenue growth. So it goes without saying that nurturing long-term customer relationships is vitally important to your business. The Revenue Lifecycle Management framework helps you create a holistic approach to customer engagement across adoption, expansion and extension lifecycle stages. The right Revenue Lifecycle Management strategy puts customer value and business outcomes first and foremost.
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Customer Onboarding and Adoption KPIs

The Right Customer Lifecycle KPIs Series: Part 2 - Onboarding & Customer Adoption

The first blog in our series looked at identifying the right set of KPIs to gain deeper insights into all phases of your customer’s revenue lifecycle. Now we’ll look at the metrics that help you proactively identify what to measure during the vital onboarding and customer adoption stages of your customer engagement.
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Customer Adoption & Loyalty Study

How to Avoid Squandering the Most Critical Days for Customer Success

ServiceSource conducts a lot of research on customer success, one of the most popular pieces of research (by far) is about the 90/10 rule of customer success. The 90/10 rule states: “If an individual user doesn’t become loyal within the first 90 days of being provisioned, then there is only a 10% chance that they ever will.”
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