Archives for October 2013

When Customers Go Dark: Customer Success to fight the Zombies

SaaS Customer Success - Zombie CustomerSo 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 using the SaaS product…. these are what I call Zombie Customers.

I’ve attempted to answer the question in a meaningful way, but I am the first to acknowledge that there is a lot more to it than just what I talked about in this post.

That said, it’s a pretty straightforward question with a pretty straightforward answer… that you will completely disagree with!

Here we go…

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SaaS Customer Success: Best Practices for Unplanned Outages

SaaS Customer Success - Unplanned OutagesSo I got an email recently about best practices for dealing with unplanned outages from a SaaS Customer Success standpoint.

I’ve attempted to answer the question in a meaningful way, but I am the first to acknowledge that there is a lot more to it than just what I talked about in this post.

That said, I think my answer provides a great way to think about Customer Success and unplanned outages by taking full advantage of the SaaS business model architecture.

Check it out….

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