Topic | "Customer Churn"

Should Customer Success Managers carry Quota ?

By Subraya Mallya

As companies continue to figure out the true role of a Customer Success Manager(CSM), various aspects of the job keeping coming up for debate. As such the Customer Success Manager job is an overarching role that touches various functions such as sales, on-boarding, implementation, training, support, product while continuing to be the single point of […]

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Have you mapped your Customer Success Journey yet?

By Subraya Mallya

We have all heard and know about Buyer’s Journey. The process they go through from the time a technology need arises, all the way through the decision process, involving inputs from all the stakeholders, till they make  a purchase. While that journey has been analyzed and optimized and then some,  I don’t think SaaS companies […]

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Customer Success in SaaS

By Subraya Mallya

Customer Success has become the mantra for software companies in the SaaS space to create a profitable company. I recently did a presentation to group of leaders from the technology space around how Customer Success is changing the very fabric of a software company. Customer Success is not a new term used for the erstwhile […]

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Is SaaS really the best model to deliver software?

By Subraya Mallya

Is SaaS really the best model for delivering software? That was the topic of a discussion I had today, with a friend of mine, who is a CEO of a SaaS company. Ironically, he runs a SaaS company that serves other SaaS companies. SaaS was all the rage 4-5 years ago and now with a […]

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