Customer success is important, but sometimes it’s just too late
In recent years we have seen a big focus on establishing customer success teams across the SaaS B2B industry. The goal is about both (initial) conversion and (subsequent) retention. Make sure your customer understands and is as successful as possible in using your product, and your conversion rate will go up and your churn will […]
3 lessons from a customer-obsessed company
Last week, I attended a fascinating talk about Customer Obsession given by Kim Rachmeler at version one’s portfolio company, Frontdesk. Kim spent 10 years at Amazon.com, where she served as VP of Worldwide Customer Service, CIO International, among several other critical roles. While it’s no secret that Amazon.com is a customer-centric company, Kim shared a […]
The truth about onboarding costs
Conventional wisdom says that web-based companies must be scalable on all levels. Start-ups should avoid any kind of manual intervention or heavy lifting to acquire, onboard or retain users… after all, users automatically flock to, sign-up to and stay with great products. However, as we’ve seen time and time again, conventional wisdom doesn’t always know […]
New investment: GoInstant, browser sharing 2.0 (native, instant, social)
Screen sharing has been around for a while but the underlying technology (and hence the customer experience) has not really changed that much. It is neither instant (you need to download a piece of software) nor native (you usually see a video of another person’s desktop/browser resulting in a slow and “laggy” experience) – and […]