Archives for Tom Sweeny : Page 11
2.12.20 Read Time: < 1
It is no longer enough to attach a support program to a product sale. Effective Success Sales teams must be able to establish long term service relationships that last and …
2.3.20 Read Time: 2 Mins
If you only care about the first-year revenue from support and maintenance contracts, then any attach is a good attach. If you want to maximize revenue from the support annuity, …
Read Time: < 1
When new customers purchase service agreements you must make certain that they understand how to access and use the services they are entitled to through a formal service onboarding process. …
1.27.20 Read Time: 2 Mins
Something more profound is happening across the industry. This article defines the state of customer success and introduces Top 10 Customer Success Facts. The fundamentals of Customer Success are not …
4.28.02 Read Time: < 1
The impact of self-help is often overstated (or worse, not known) and the ability to improve self-help performance is underfunded.
