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 that it takes to acquire each customer (CAC). Measuring Customer Engagement is a key tool that will help you achieve that goal, as it will allow you to increase [.]. MORE >>

After all: Tech support deals with insane customers. Tech support keeps angry customers at bay while having no power to effect change. If this is your attitude, your conception of tech support is completely backwards and you're missing out on important channels for marketing, product development, and sales. That's sales. MORE >>

Almost every sales and marketing funnel has blockage points where the conversion rates are lower than hoped, or the process cannot be scaled. MORE >>

Of course, one sale isn’t really enough, so you need to get the first customer to recommend you to a second, and make sure rate of sales ramps up quickly enough to keep the business alive and growing. Customers don’t buy the impossible dream. If you lose money on every sale, it’s hard to make it up in volume. MORE >>

I deal often with early-stage startups, and many of these don’t have any customers yet (but wish they did), so it’s not surprising they don’t have a formal customer service program in place. More disturbingly, others do have customers, but the customer service program consists of informal haphazard problem resolution efforts. MORE >>