Mark D. Flanagan • March 1, 2018 • 
Mark D. Flanagan • February 28, 2018 • Customer Success

Two of your customer success goals should include:

1) Ensuring your customers quickly move beyond their purchase decision to a level of proficiency that leads to their initial success with your products and/or services in the shortest amount of time possible. 
Mark D. Flanagan • February 24, 2018 • Negative Churn


Mark D. Flanagan • February 23, 2018 • Reducing Churn


Mark D. Flanagan • February 21, 2018 • Online customer engagement

Measure Customer Engagement by David Skok

The goal of a SaaS CEO should be to increase the profit they make from each customer (LTV), and lower the costs in sales and marketing...

Mark D. Flanagan • February 21, 2018 • Customer Success


Alex McClafferty, CONTRIBUTOR  I cover Customer Success, customer support and SaaS. ...
Mark D. Flanagan • February 20, 2018 • Growth of SaaS Companies
Mark D. Flanagan • February 20, 2018 • B2B Customer Onboarding

THE FIRST DAYS and weeks of a B2B relationship are critical toward driving customer satisfaction and building value. Companies must boost their customer understanding, fully align their functional groups, and improve communications in order to succeed during the onboarding period. And those achievements require appropriate investment. If your firm just gained a new business-to-business customer, a strong focus on performance in the first days or weeks of serving that customer can boost the lifetime value of the relationship. However, B2B product and service providers often fail to truly...