Insights for the Journey

Stay on top of developments in the B2B growth solutions space.

December 29, 2020
Customer Success Chart

Value of Multi-Year Contracts in a Subscription World

There is a direct correlation between the multi-year discount offered and the proportion of customers who sign multi-year agreements.
December 21, 2020
Gary Moore - Chairman & CEO

CEO Perspective: Growing the Next Generation of Leaders, Part 3

It’s a very rare person who stumbles into the perfect career opportunity. Most of the time, your own growth relies on your effort, your planning and your willingness to invest the time it takes to build the skills and relationships that will take you to the next level.
November 18, 2020
Renewal KPIs

The 12 Essential Renewals KPIs

ServiceSource has developed a comprehensive approach to setting key performance indicators (KPIs) to improve a renewals program. Based on over 20 years of experience pioneering customer success and renewals.
November 12, 2020
good customer experience

Why Bad Customer Experiences Happen to Good Companies

We know that it costs more to get new customers than it does to grow existing customers, yet sometimes customers have bad experiences. This is how you win back the customer.
November 5, 2020

Find the Right Path with a Sales Performance Analysis (SPA)

A Sales Performance Analysis (SPA) is a comprehensive assessment of the entire customer journey experience (CJX) from lead conversion through onboarding, adoption, and finally renewal.
October 28, 2020

Onboarding is Key to Improving Your Customer Journey Experience (CJX)

Customers today will pay more for a better experience and they will continue doing business with companies that treat them well. This starts from the moment a customer connects with your company
October 1, 2020
Gary Moore - Chairman & CEO

CEO Perspective: Growing the Next Generation of Leaders, Part 2

This blog is the second in a series designed to give the next generations the tools they need to begin building leadership skills, now.
September 29, 2020
Inside Sales Person

Digital Sales is the Future of Inside Sales

Inside sales professionals are at the frontline of a massive digital revolution that’s changing the way the world’s small and mid-sized companies (SMB) do business.
September 24, 2020
Salesforce Org Team

Salesforce Org Health 101: What is Governance?

Governance is the necessary framework to manage a Salesforce org. The framework, which is sometimes referred to as a Center of Excellence, includes both people and processes that work cohesively to ensure your Salesforce org is properly maintained, scales over time, and meets the needs of all users (typically, IT, Business, Sales Ops).
September 16, 2020
Brand Video

Unlock Tomorrow’s Opportunity, Today.

It’s an unprecedented time in the history of the digital transformation of business. The Fourth Industrial Revolution has just taken a major step forward as businesses worldwide quickly scrambled to […]
September 16, 2020

Your Company’s Future Depends on Customer Success

Let’s take a look at why customer success roles are getting so much attention, and why they’re critical to the future of business around the world.
August 31, 2020

Driving Smarter Customer Segmentation

Segmentation is a powerful growth driver and can lead to increases in both average customer retention rates and average customer expansion rates.
August 27, 2020

Complete Salesforce Org Health Cheatsheet

Based on the five pillars of Salesforce Org Health Management, here’s a condensed checklist of to-do’s that will help you operate your Salesforce org at optimal speed.
August 11, 2020
generational meeting

Inside Sales: A Look at Four Generations

Let’s take a look at the similarities and differences making up the modern workforce and how this information will influence your workplace culture, operations, and customer relationships.
August 5, 2020
Gary Moore - Chairman & CEO

CEO Perspective: Growing the Next Generation of Leaders

As Millennials step into positions of leadership and Generation Z begin to make their mark in earnest, many business leaders see the potential of these generations to define a new type of workplace.
July 28, 2020
customer insights

Customers Evolve. Customer Insights Evolve with Them

Customer insights need to evolve to enable businesses to retain customers. The right combination of experience, knowledge, and expertise to weave all the data points is crucial to understand where customers stand in the sales funnel.
July 22, 2020
Customer Success Chart

Survey Says: Investing in Customer Success is critical to Boosting Customer Loyalty

Survey Says: Investing in Customer Success is critical to Boosting Customer Loyalty Study after study have proven that it is easier to keep a customer than it is to find […]
July 16, 2020
360 Customer View

360 View for Customer Success

Creating a 360-degree view of your customer provides you with a look at the customer success from all angles, shedding light on their experience at each touchpoint across all products, systems, devices, and interaction channels within your company.
July 9, 2020

Hidden Link Between B2B Inside Sales Growth & Data

An inside sales team is only as good as their data. And because the data in the CRM fuels company marketing, sales, and customer success efforts, you don’t just need data, you need good data.
July 1, 2020

3 Benefits of Working with a Salesforce Managed Services Partner

Salesforce is a critical component of any sales-driven organization. But, like any well-oiled machine, Salesforce org maintenance is a key factor in how efficient your sales team is.
May 4, 2020
Recurring Revenue

Top 5 Reasons Your Customers Don’t Renew

Recurring revenue from renewing existing client relationships is critical to a healthy financial pipeline.
April 14, 2020
grow sales

Is Now the Right Time to Ramp up Your Sales?

the global health crisis has caused businesses worldwide to re-examine their operating models and how they can continue to keep moving forward while operating under new rules.
March 19, 2020

Customer Centricity Is the Key to Success

B2B companies can no longer compete on price alone. Every customer has unique needs and wants a product or service that addresses their specific challenges and growth opportunities. […]
March 5, 2020

Customer Health Checks: Measurement Matters

Your customer success team is responsible for nurturing relationships with your customers at each and every stage in their customer journey experience. By understanding product and service needs, analyzing usage […]
December 18, 2019

Smarketing: 7 Steps to Aligning Sales and Marketing Teams

Today’s B2B companies compete in a high-stakes environment. Customers nowadays conduct a significant amount of research on their own through social media, websites, podcasts, and review sites, and that’s all […]
December 18, 2019

Smarketing is Here to Stay: Why Sales and Marketing Should Be Aligned

Businesses today compete on customer experience. Every touchpoint you have with the customer in their journey – including the initial sale – is an opportunity to improve and add value […]
December 12, 2019

Three Trends Influencing Customer Success in 2020

As you head into the new year, take some time to think about your customer relationships and how you can do a better job of delivering on your promises to […]
December 12, 2019

Characteristics of High-Performing Inside Sales Reps

Every day, hundreds of B2B inside sales reps hit the job market. Your ability to attract the best of the best will be a determining factor in whether or not […]
December 5, 2019

Dreamforce 2019 Takeaways

As someone who works with Salesforce on an everyday basis, I was so happy for the opportunity to attend the Dreamforce 2019 conference. As usual, Salesforce put on an incredible […]
December 3, 2019

Meet the Millennials: Today’s B2B Buyer

As the largest and one of the most talked about generations in the modern U.S. workforce, millennials have brought big changes to the B2B marketplace. The generation’s unique experience and […]
November 27, 2019

ServiceSource: An Official Salesforce MSP Pilot Partner

We at ServiceSource couldn’t be more excited to announce that Salesforce has selected us to be an official partner in its Managed Service Provider (MSP) pilot program launching this month. As […]
November 27, 2019

What B2B Subscription Pricing Means for Your Customer Journey Experience

Subscription pricing models have had a significant impact on our lifestyles in recent years. First taking hold with consumers through video streaming services such as Netflix, car sharing platforms, and […]
November 5, 2019

What are the Benefits of System Administration-as-a-Service?

Customer Relationship Management (CRM) tools are a critical component of any profitable organization. CRM is the largest and fastest-growing enterprise software category today, according to recent research by Gartner. This […]
October 7, 2019

The Lowdown on Technology & Services World 2019

ServiceSource is a Silver Partner of TSIA’s Technology & Services World (TSW) conference in Vegas later this month – will you be there? If you’re not already planning on it, […]
September 17, 2019

The Handoff: From Sales to Customer Success

Making the sale is a celebratory moment. However, you can’t let the wind out of your sail by slacking off on the next steps. A great customer experience is predicated […]
September 17, 2019

Today’s Top 3 Inside Sales Trends

Today’s B2B buyer sits in the driver’s seat. They want a more personalized and simplified purchasing experience, and the businesses that are best positioned to offer that will enjoy more […]
September 17, 2019

Traits of Top Customer Success Managers

Ensuring customer happiness is critical to the long-term growth and prosperity of your business. But who is responsible for managing that? Customer success is a newer industry that now employs […]
August 29, 2019

Customer Success vs. Customer Service – What’s the Difference?

Customer success is still a relatively new industry, but it’s growing – and fast. LinkedIn’s 2017 U.S. Emerging Jobs Report showed a 560% increase in customer success manager (CSM) roles […]
August 13, 2019

Global Customer Success. Local Delivery.

With a continuously expanding range of solutions in today’s digital age, leading cloud service and software providers face a real challenge to be “everything to everyone” across their broad customer […]
July 18, 2019

Content: The Underrated Driver of Sales Success

One of the more common obstacles in the inside sales industry is the lack of alignment with marketing departments. It’s unfortunate, because when these teams work together, they can create […]
July 18, 2019

The Key to Profitable Customer Experiences: Finding the Right CSM

There are a lot of B2B companies out there claiming to value and care about their customers. Think about it – nearly every business says they offer a one-of-a-kind customer […]
July 13, 2019

Why Should I Buy? The ServiceSource Guide to More Effective Sales Calls

Congratulations! You converted a cold lead into a hot prospect and now have an upcoming sales meeting on the books. But how are you going to move your target through […]
July 10, 2019

Lead with Insights, Refine Your Customer Journey Experience

The B2B customer journey experience (CJX) is a highly complex and matrixed relationship that encompasses every single touchpoint you have with your customers. It starts with the initial outreach from […]
July 1, 2019

The Anatomy of a B2B Inside Sales Deal

Field-based sales models are out; inside sales are in! Instead of staffing large and expensive teams of sales pros who travel around hawking their products, companies around the world are […]
June 26, 2019

Paving the Way to Global Sales Expansion

Globalization has proven to be a major boon for businesses around the world looking to grow profits. Although geopolitical tensions have been on the rise, there continues to be major […]
April 3, 2019

Previewing Dell Technologies World 2019

  Dell Technologies World is set to take place at the end of this month at The Venetian in Las Vegas, and I absolutely cannot wait to go. From the constant […]
April 1, 2019

Aligning Data Across the Customer Journey Experience

It’s no secret that businesses around the world have fully embraced our current digital age. Gartner research shows that there is $3.7 trillion in annual IT spending globally. IDC forecasts […]
September 25, 2018

Transforming The Way We Learn: Q&A With ServiceSource’s Tony Brucha

Continuous employee learning, training, and improvement. It’s a goal many businesses aspire to, but is typically much easier said than done. Corporate leadership many times doesn’t know where to begin […]
August 27, 2018

Segmentation, Variable Compensation, The Channel, and Metrics. What Do They Mean for Your Customer Success Strategy?

ServiceSource recently held a webinar in conjunction with the Technology Services Industry Association entitled “The Mid-Market Matters: Why Companies Must Rethink Customer Segmentation.” When it comes to customer success, many […]
July 30, 2018

Everything Has Changed

My time with Salesforce, GE Digital, and more recently, Hewlett Packard Enterprise over the last several years has given me unique insight into this “Digital Era” we face. Through those […]
July 10, 2018

Measure What Matters: What’s the Real Value of Your Customer Success Managers?

What’s the main obstacle preventing your business from fulfilling its maximum growth potential? From generating a few million dollars in revenue every year to hundreds of millions? Sure, your products […]
June 28, 2018

Rethinking Segmentation for Middle Market Customer Success

Any company, whether it has 100, 1,000, or 1,000,000 customers, needs to adopt a customer segmentation strategy. Resources are scarce; there’s simply no possible way to deliver on a 1:1 […]
April 13, 2018

Pulse 2018 – Key Takeaways and Insights

This week, ServiceSource attended Pulse, a two-day gathering of thousands of customer success professionals from all over the world. The event provides an excellent forum to share our best practices […]
February 21, 2018

ServiceSource’s Secret Sauce? We Care.

At ServiceSource, our “SREV Cares” culture is the secret sauce that helps us deliver improved customer experiences, greater customer loyalty, and more revenue growth. SREV Cares means that day in and day out, our employees prioritize taking care of our clients and their customers, the communities in which we work, and each other. Learn more about how we promote a culture of caring throughout our organization, and how we celebrated our first annual SREV Cares Day in 2018.
February 2, 2018

Listening to Your Customers and Acting on Failure

Having the courage to listen to your customers and admitting failure is one thing. However, the way you respond and act on that failure is even more important. Learn how you can understand where you are falling short and evolve for future success.
January 25, 2018

Customer Churn Analysis and Churn Reduction Strategies

Though understanding overall churn rate is critical, the key to understanding the cause is identifying several categories of partner attrition that may happen along the customer journey.
January 18, 2018

Customer Engagement: Invent for the Customer

We continue to see businesses fail because their management did not anticipate their customer’s future desires. Learn how companies that anticipate customer needs and innovate their customer success strategies retain more customers, build loyalty and grow revenue.
November 30, 2017

Customer Journey Mapping for Customer Success

In its simplest form, Customer Journey Mapping produces a diagram that literally illustrates the multiple touchpoints your customer has with your business, it depicts every step that they engage with your company.
October 30, 2017

Top 5 Reasons to Leverage Data to Get Closer to Customers

Keynote speaker at ServiceSource’s Recurring Revenue Forum, Anders Sörman-Nilsson, shares insight on how businesses can use data to get closer to their customers.
October 23, 2017

3 Key Paradigm Shifts in the Customer Journey

Keynote speaker at ServiceSource’s Recurring Revenue Forum, Anders Sörman-Nilsson, shares insight on what businesses must understand about the evolving Customer Journey.
October 19, 2017

Before Customer Journey Mapping Was Famous

Journey mapping has grown from a niche workshop in the land of business-to-consumer customer experience to being “on-trend” and fashionable. From ugly B2C duckling to elegant B2B swan. Join David Lopes at two TSW sessions to learn how to deploy Customer Journey Mapping tactics.
September 12, 2017

Insights to Improve Customer Retention at the Recurring Revenue Forum

The Recurring Revenue Forum offers leaders responsible for revenue services a unique learning and networking opportunity with presentation-based content and participant-led discussions focused on Customer Success.
September 11, 2017

3 Ways to Accelerate Customer Success Best Practices

Customers care about outcomes, not the tools you sell them. Learn how “customer outcome-oriented” businesses are accelerating revenue growth in the new outcome economy.
March 15, 2017

Win the Race to Keep & Grow Customer Relationships

The shift for technology providers towards the “as-a-service” model is making it essential to focus on customer success. Join us to learn about keeping and growing customer relationships.
March 9, 2017

Accelerating Revenue Potential with Analytics

Henry Ford said, “Failure is simply the opportunity to begin again, this time more intelligently.” See how intelligent use of customer relationship data can accelerate revenue potential.
December 2, 2016

ServiceSource Customer Success Summit 2016

ServiceSource Summit 2016 was a gathering of some of the technology industry’s best leaders. Through insightful and inspirational workshops and presentations, these leaders exchanged creative ideas, best practices and innovative tactics around customer success and revenue growth in the new outcome economy.
October 6, 2016

Customer Retention Strategies for a Profitable Subscription Business Model

Customer demands are changing, pressuring companies to transform their models or risk being irrelevant. TSIA’s John Ragsdale and ServiceSource’s Chad Lyne discuss how to succeed with new subscription business models.
August 1, 2016

Growing Channel Partner Revenue: Part 2 – Data Transformation in the Cloud

As I heard from the various presenters at the recent Microsoft Worldwide Partner Conference (WPC), solely embracing cloud technology is not enough to stay ahead of digital disruption. The cloud has provided us with a goldmine — customer usage and behavioral data.
July 14, 2016

Growing Channel Partner Revenue: Part 1 – Policies and Processes

Recurring revenue business models have changed the game for channel management strategies. Thinking differently about how your partners enable, engage and extend customer relationships is the key to growing channel partner revenue in the subscription economy.
June 22, 2016

Client Retention Strategies: Expert Cross-sell and Upsell Tips

Insights and tips on how to cross-sell and upsell using customer revenue growth strategies from a panel of customer success experts.
May 18, 2016

5 Tips to Evolve Your Customer Success Best Practices

The “Customer Experience Economy” your clients expect to realize value and quantifiable business outcomes much more quickly. These customer success best practices will help you understand and meet these demands.
April 18, 2016

Five Customer Retention Analytics and How They Help

Predictive analytics and data science are hot right now. The truth be told, ‘big data’ has been a buzzword for over 100 years. Finding a way to harness the volume, velocity and variety of data that is flowing into your business is as critical to using Customer Retention Analytics to your advantage.
September 9, 2015

The Right Customer Lifecycle KPIs for Predictive Insights: Part 1 – Introduction

B2B tech companies like yours have to deal with a lot of pressure these days. Rapidly evolving technology, more informed and empowered customers and industry disruption are just a few of the factors for why you need to start focusing your attention on effectively managing your customer’s revenue lifecycle.