Do you have a User 360?

Many companies have assembled a “Customer 360” profile from various data sources, and deployed tools to utilize that information.  Customer Success apps are a good example of leveraging that data.  However, many companies don’t yet have a “User 360” that drives different - and highly valuable - customer insights and engagement. The Customer 360 The … Continue reading Do you have a User 360?

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The Secret to Getting Value from Your Customer Data

If you want to retain and grow your customers, you’ll need to understand them first.  And “understanding” them will quickly lead you to your customer data. What’s the one thing you must do to unlock the power of that data? Customer data doesn’t live in one place Despite claims to the contrary, there is no … Continue reading The Secret to Getting Value from Your Customer Data

The 5 Measures of User Adoption

Without adoption, there is no retention. Of all the factors that lead to retention and upsell in subscription businesses like SaaS, adoption is surely the most critical factor. If you’re going to improve adoption, you have to start with measurement. Here are the five measures you should track. For each user, the 3 F’s: Features … Continue reading The 5 Measures of User Adoption

Overcome the 3 Data “Gotchas” when Building a Customer 360

So.… you’re thinking about a Customer Success or customer analytics solution for your team. And you know that the quality of the data you integrate into your Customer Success system will determine the benefits you get from it. 18 months since launch, with dozens of customers and mountains of data later….I’m confident in saying we’ve … Continue reading Overcome the 3 Data “Gotchas” when Building a Customer 360

What Should Go In Your Customer Health Score?

There’s a religious debate going on in the community of Customer Success vendors. It’s our turn to weigh in. On the one hand, Preact and Totango are evangelizing the value of predictive analytics driven by product usage data. On the other hand, Gainsight is evangelizing the value of rules-based scoring driven by various factors including … Continue reading What Should Go In Your Customer Health Score?

Looking to De-code Churn? Look for Hot-spots, Not Averages

OK, I admit it. I'm recycling parts of a personal blog post from 2 years ago. But the more we deepen our journey at Bluenose to help our customers understand and eliminate the drivers of churn, the more relevant this post seems. The Normal Distribution, or "Bell Curve" Our brains are wired somehow to think … Continue reading Looking to De-code Churn? Look for Hot-spots, Not Averages

Mining for Gold: 3 Sources of Product Usage Data

In a prior blog, we talked about the six ways to drive revenue with product usage data. Including reducing churn, spotting up-sell opportunities, increasing trial conversions etc. In a follow-up blog, we discussed the four dimensions of product usage that you need to analyze: Frequency: how often a user interacts with your product Features: which … Continue reading Mining for Gold: 3 Sources of Product Usage Data