Freemium or Free Trial? There’s a Better Question

I answer this question all the time... should we go Freemium or Free Trial for our SaaS app?And I get this question from companies of all stages and sizes, including pre-launch Startups, software companies moving to - or adding a product line … [Continue reading]

Predictions for Customer Success in 2014

Customer Success SaaS Gainsight

It's safe to say that 2013 was the year of Customer Success, especially in the SaaS industry. But where do we go from here? What does Customer Success look like in 2014?Luckily, I'm friends with someone who's job it is to know - or at least … [Continue reading]

Do the Right Thing (and fight the Zombies)

SaaS Customer Success - Zombie Customer

So I got this email the other day asking me a SaaS Customer Success question that's really more about ethics and karma than running a SaaS business.The gist of the email was what to do if a customer has been paying for 6 months but never started … [Continue reading]

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