A White Paper / Report of the Customer Success Management Initiative
Webinar: Thursday; February 23rd 2012 10: AM PST
Over the past couple of years, a new position has been showing up in the open job listings throughout the SaaS/Cloud community.
The new role reflects the growing awareness [...]
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From the earliest beginnings of the transition to the Cloud, doomsayers were predicting that either the new model would fail – because “the channel” wouldn’t like it – or that the day of the channel itself was over. There were a variety of reasons being quoted, but the major point was the change in the [...]
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In the traditional software market, it has often seemed that the only thing that a vendor felt they really needed to know about a given customer was how to get their signature on the initial contract. The bulk of the profit to be realized (and the source of the Sales’ commission!) came up-front from the [...]
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The research of The Customer Success Management Initiative is revealing that while many SaaS/Cloud companies are hiring individual Customer Success Managers, or even establishing entire teams of them, there is a wide range in the understanding the role. [...]
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