Recently, my colleague Jannis Jörger and I hosted a webinar that explained how subscription businesses can significantly reduce churn. Every day, we work with clients all over the world to find the most effective ways to help them increase revenue and efficiency.  We wanted to share some of the powerful strategies and tactics we use… and that’s where the idea for this webinar came from. The webinar titled, “Unleash the maximum revenue potential of your recurring customers” explains how you can use renewal automation to: Drastically reduce your customer churn Improve your customer experience t ..read more

PandaDoc Director of Global Customer Success Roxana Fitzmaurice joins us in this Q&A to share her expertise and insight on the role of customer success in product led growth (PLG) and how radical collaboration has produced impressive results for PandaDoc. Topics in this interview include: Journey from high touch to tech touch Customer success evolution from renewals and expansion to success Rapid growth requires and is sustained through innovation Using KPIs and dashboards Impact of tech touch on churn in the long tail customer segment Orchestration between customer success and account ma ..read more

Most organizations spend A LOT to acquire new customers, while at the same time losing existing customers to excessive churn. So how do you say “hasta la vista baby” to high churn?   The key is to find an effective and effortless way to keep your customers saying, “I’ll be back” and renewing their subscriptions. It’s time to save your business from extinction… and renewal automation is your terminator (minus the scary killer cyborg disguised as a huma ..read more

Selling internationally can be complicated, even when you have a good digital marketing team to support you. The creation of a digital marketing strategy requires a deep analysis of the pain points and challenges of your business… How do we expand globally? Why are customers not completing their purchases? Why are customers canceling their subscriptions? Digital marketing gives you the tools to focus on the key areas that can positively impact your sales funnel and customer retention rates. Let’s take a closer look at the different stages of the customer lifecycle. In this blog post, we have s ..read more

Kofax Director of Sales Support, Nicolas Gruloos joins us in this Q&A to share his expertise and insight on the benefits of using robotic process automation (RPA) in sales and support activities. Automating highly repetitive front-office tasks reduces friction, saves hours of work, and increases employee satisfaction. But first, more about Robotic Process Automation and Kofax RPA is an $1.89 billion industry expected to grow at double-digit rates through 2024.[1] Kofax is situated as a Challenger in the 2020 Gartner Magic Quadrant for RPA. Kofax has more than 25,000 customers using its In ..read more

Bain & Company Expert Partner, Automation and Digital Innovation Ted Shelton joins us in this Q&A to share his expertise and insight on how robotic process automation (RPA) is changing the B2B sales ecosystem – for the better! But first, a primer on RPA… Robotic process automation (RPA) is “the use of computers, or bots, to perform work that humans would normally perform. An RPA bot can read and understand documents, it can perform data entry, and process items like invoices. While artificial intelligence (AI) uses computers to think, RPA uses computers to carry out tasks.” (Forbes) R ..read more

Founder & CEO of TrustRadius Vinay Bhagat joins us in this Q&A to share his thoughts and research on the radical disconnect between B2B buyers and the organizations that are trying to sell to them. But first, a primer on B2B buyers… 60% of all B2B technology buyers are millennials (ages 25 – 39). Research by TrustRadius, Bain & Co., and others show there is a huge gap between the expectations of today’s B2B buyers and what B2B marketers are doing. Gen Z and millennial buyers are almost twice as likely as older generations to discover a product by searching online. B2B buyers consi ..read more

Matthijs Koorn, Payments Research Director at MGI Research, joins us in the Q&A to share his insight and expertise on the B2B payments ecosystem. But first, a primer on B2B ecommerce and payments… Mastercard reports that the global B2B payments market is $125 trillion industry, 90% of which flows through accounts payable spend, distributed as follows: ACH (68%), check & cash (31%), card (2%). According to Forrester, U.S. B2B ecommerce will reach $1.8 trillion and account for 17% of B2B sales in the U.S. by 2023. Ecommerce has already surpassed $1.1 trillion and 12% of U.S. B2B sales s ..read more

It’s hard to include the word “best” when talking about 2020. The past year has been challenging and disheartening for so many. While we acknowledge the heartbreak and sadness the year has brought, we want to focus on some positives that came from the hard work and perseverance of our team, who have been working through the challenges to ensure we continue to exceed our clients’ expectations. So check out these resources that we think will shine light on important topics and help you bring your best to 2021. And watch out – we are ramping up for an incredible year!   Talking B2B Our very ..read more

In 1975, a miner walked into the luxury department store, Nordstrom, with a pair of worn, dirty tires and asked for his money back.  He had purchased the tires several years prior at a shop that was now replaced by Nordstrom. And guess what? The Nordstrom clerk took the tires and refunded him every penny, despite the fact that Nordstrom didn’t even sell tires.  Now most B2C customer experiences aren’t that amazing, but the majority are positive. On average, B2C companies have a customer experience score of 65-85%.  B2B companies, on the other hand? That’s a different story. The ..read more