Meeting Archive:
The Reality of SaaS/Cloud Customer Retention


Meeting Description:

In many SaaS/Cloud companies, it’s often the customer that sets the level of the relationship in the beginning – and it just stays there.  The unfortunate result is churn, and cost to replace lost customers.  What’s worse, by not actively developing existing relationships, a lot of money is left lying on the table.

Closing a subscription sale is no longer enough to win in the accelerating SaaS/Cloud era; it’s only the beginning of the real effort.  Passing short-term responsibility for the customer relationship from one department to the next within the company is a recipe for failure.  It’s what you don’t know about your customer relationships that can cause you to lose them – and the game as well.  Join us for a challenging view of the essential factors of SaaS success, and a start on developing a competitive advantage for your company.

Webinar topics

·      The Strategy of optimizing per-customer profitability
·      The Process of managing customer conversations
·      The People of keeping customers as long as possible
·      The Technology of effective customer relationship managers

Details
Date: Wed, Mar 23, 2011
Time: 11:00 AM CDT
Duration: 1 hour
Host(s): Rackspace Hosting
 Presenter Information
Mikael Blaisdell
Speaker Photo

Mikael Blaisdell is the premier voice in the SaaS/cloud sector on the strategy, process, people, and technology of customer retention and increasing per-customer revenues. Drawing upon more than thirty years of experience in the support and service industry, he provides a range of consulting services, including customer relationship architecture and retention, to organizations of all types and sizes. As editor of The HotLine Magazine, Mikael’s vision and commentary about how companies can optimize customer relationships are shared with readers in over 125 countries around the world.


Richard Dym
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Richard Dym is managing partner of the BondiGroup, a Cloud & SaaS marketing consultancy. A software and hosting industry veteran, Richard was formerly chief marketing officer of OpSource