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Train Your Software’s Users to be Your Champions
Enterprise software publishers and customers like to believe technology purchases are made rationally, based on a product’s superior features, performance and/or interface. Yet there’s a point in the customer journey where, if all goes well, users’ commitment to your software gets personal. Where they will study [...]
Why “Deflection” (Done Right) is Simply Good Software Customer Support
Regular communication with customers is critical for building an enterprise software business. But when it comes to technical support, sometimes not talking to customers and deflecting them towards self-service resources is the better policy. If putting the words “deflection” and “customer support” in the same sentence [...]
Deliver “Emergency” Training & Support to At-Risk Enterprise Software Clients
As surely as a brand-new puppy will grow old and pass away, many of your enterprise software product’s brand-new users will one day cancel their subscriptions. And when it happens, it’s going to hurt. But while some client attrition is inevitable, you don’t have to like [...]