I have had many conversations in the past month with SAAS organizations who are passionate about their customer success teams. One credited the creation of this team with their company’s turnaround because this team delivered on its mandate to maximize the value customers get from the service.
Do you have too many free trial or freemium users to have your inside sales team focus on each one? In one sense, its a nice problem to have... better than the alternative. But having many free users is of little benefit if you are unable to convert them to paying customers. How best to do ...Continue Reading
In company lore about sales, farmers have long been the poor cousin of the aggresive, new-customer-big-upfront-revenue-closing hunter. The hunter wrestles big game to the ground. The farmer just visits them in the barn, after they have been tamed, and milks them for maintenance. Granted, if a c...Continue Reading
We all know how important it is to listen to our customers. The best way to know and serve a customer (or anyone) is to start by listening to them. But it can be hard to listen But if you run an online service, its hard to listen to your customers:Your interaction is primarily electronic, t...Continue Reading
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