The Digital Transformation Journey: Customer Use Cases

Posted by J.B. Wood on 6/15/17 5:00 AM

Every once in a while, a perfect storm hits a market. Usually it’s when a new trend or concept appeals simultaneously to both customers and suppliers. When that serendipity strikes, even long-standing models are forever transformed. That is what’s going on today in tech sectors, from IT, to industrial equipment, to transportation, to healthcare. Subscription-based offers are eating their old transaction-based siblings at a breathtaking rate.

In my infographic, “Navigating the Digital Transformation Journey,” I outlined 6 key steps to thriving in this changing market. Today, I’m going to talk about the most fundamental underpinning of the new subscription economy and the first step on this journey, “Customer Use Cases,” or in other words, why customers love it!

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Topics: customer success, XaaS (x-as-a-service), customer outcomes, customer churn, SaaS (software-as-a-service), outcomes, digital transformation, The Digital Transformation Journey, technology-as-a-service, subscriptions

3 Customer Success Benchmark Trends

Posted by Phil Nanus on 12/13/16 5:00 AM

Through TSIA's comprehensive benchmarking program, you can measure your company's performance against your industry peers, identify your strengths, and see where you can improve to ensure future success. For a sample of the type of insight you will receive by taking advantage of this valuable resource that comes with TSIA membership, take a look at this slide deck featuring 3 key research trends from TSIA's Customer Success Benchmark Study.

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Topics: customer success, customer churn, TSIA Benchmarking Spotlight

3 Steps to Determining Your Customer Health Score

Posted by Phil Nanus on 6/30/16 6:30 AM

Customer health scores are a great way to get an indicator of potential customer churn. While every company calculates theirs differently, the important thing is to have a health score methodology that helps your company align your customer success processes with the outcomes you're trying to drive with your customer base. However, if you're not using a health score calculation method that uses predictive analytics, you're falling behind many customer success pacesetters. In this post, I'm going to walk you through a 3-step approach to calculating a customer health score that aligns with your customer success organization's charter using predictive analytics.

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Topics: customer success, customer outcomes, customer churn, LAER, customer health score

Technology Services: What Lies Ahead in 2016

Posted by Thomas Lah on 12/17/15 6:30 AM

'Tis the season of giving, and today our gift to you is the ninth day of our annual 12 Days of Insights blog series. Enjoy!

If there was any doubt that the technology industry is undergoing a major transformation, this year has produced even more compelling evidence that we are nearing the end of the first great era of tech. There are no tea leaves involved here; the story is playing out in the publicly reported financial data from traditional technology companies. Collectively, tech company revenues have declined steeply in 2015, with tens of billions of dollars coming off the table quarter after quarter.

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Topics: outcome-based services, customer success, customer retention, customer outcomes, customer churn, expand selling, 12 Days of Insights, outcome engineering

[Infographic] Fee-Based Services for XaaS Business Models

Posted by Julia Stegman on 11/6/15 6:30 AM

Recurring revenues with existing customers have a natural tendency to decline. Like many XaaS executives, you may be asking, “What are the forces that create erosion and growth with subscription revenues?Certainly the concept of churn is well understood as a negative force that reduces annual recurring revenues. But how well do you understand, and manage, downsell activities that also create revenue erosion? Also, how effectively are you pulling the growth levers of upselling and cross-selling to ensure revenues from your existing customers are growing and not declining? One of these growth levers is fee-based services. Contrary to popular belief, not all adoption services are offered for free, and in this infographic, we demonstrate how fee-based support and adoption services can contribute to the growth of total recurring revenues.

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Topics: adoption services, XaaS (x-as-a-service), service revenue generation, levers of growth, customer churn

Education Services: Building and Maintaining a Successful Subscription-Based Business

Posted by Maria Manning-Chapman on 12/22/14 9:30 AM

It used to be that the only thing a subscription bought you was a magazine, the newspaper, or maybe a gym membership. Clearly, times have changed. Products and services now offered via a subscription model abound, and they range from the simple, such as a weekly box of organic snacks, to the sophisticated, such as Amazon Web Services (AWS). With such diversity in the types of companies providing subscription-based offers, what approach should education services (ES) organizations consider in building and maintaining a successful subscription business?

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Topics: XaaS (x-as-a-service), education services, subscription-based offers, customer churn, LaaS (learning-as-a-service), 12 Days of Insights, SaaS (software-as-a-service), optimization

Churn Is a Downstream Issue. So Don’t Fix Churn; Create an Anti-Churn Environment

Posted by Francoise Tourniaire on 4/4/14 1:54 PM

“The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying, you do it by creating a great place to work.

Losing customers is not a good thing, so many vendors actively try to fix churn, often by “saving” customers who have failed to renew. But churn is a downstream issue: Customers leave because they fail to find value in the products or services. Once they decide the value is not there, saving them is unlikely, even with significant financial concessions. The problem of churn is very similar to that of staff turnover: You don’t fix turnover by talking employees who are quitting into staying; you do it by creating a great place to work.

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Topics: customer loyalty, best practices, customer churn

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