Too many people look at customer service as a cost center, when it really should be a profit center. I recently read B-A-M!: Delivering Customer Service in a Self-Service World and it’s an important refresher and reminder of the importance of great customer service. Customer support is something I’ve obsessed over for many years. The […]
Take the Mystery out of Software Pricing
Pricing software isn’t a pure science. Far from it. But Neil Davidson does an awesome job of demystifying product and software pricing in his book, Don’t Just Roll the Dice – A usefully short guide to software pricing. The book is very short, and he’s made it available for free as a downloadable e-book. Just […]
People Will Pay for Surprise
Turns out, people like surprises. Who’d a thunk it? Actually, some surprises may anger, disgust, scare or shock people — but that’s a good thing! And most important for businesses out there: People will pay for surprise. Andy Nulman is Mr. Surprise. Go read his blog on surprise. But come back, ok? Better yet, stick […]
Client Retention is the Key ROI of Great Customer Service
The question is this, “Can a company be too friendly?“ Mark MacLeod puts on his CFO-hat when asking the question, because he’s trying to figure out if there’s an optimal mix between great service and keeping costs down (by not having to hire tons of people to provide the support.) Mike McDerment throws his hat […]
Top Down vs Bottom Up Business Models and User Acquisition
In the world of B2B (business to business) there are plenty of business model options. Most Software-as-a-Service (SaaS) companies use a monthly (or yearly) subscription model. In some cases they add layers of “price discrimination” where costs go up based on certain variables. The goal is to get more money out of customers that use […]
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