Mind the Gap: Organizational Silos and Customer Success

Posted by Kenny S. on Dec 1, 2017 9:39:46 AM

8 minute read

There’s a delivery gap between organizations and their customers right now.

80% of brands think they offer top notch customer experience while only 8% of customers agree with that assessment.

What’s to blame for this woeful disconnect? According to Bain, there are two reasons for the yawning chasm between company and customer perception:

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Topics: Support

[Gaming] Here's the Formula to an Insanely Successful  Mobile Game

Posted by Chris G. on Nov 30, 2017 9:38:47 AM

4 minute read

Why is it so hard to succeed in mobile? With an estimated 2.5 billion smartphone users, there’s no shortage of available players. However, like modern day entrepreneurs, the vast majority of mobile games ultimately fail at a financial level.

Freemium content has taken over, creating a challenge for any games that don’t fit in a free-to-play format. Monetization strategies are sensitive and unique to different genres and experiences, so copying a successful game’s format is far from guaranteed success.

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Topics: Gaming

Lost in Translation: Why Product and Customer Success Managers Must Communicate

Posted by Kenny S. on Nov 29, 2017 9:33:54 AM

5 minute read

What is the definition of success?

Don’t worry ... we're not about to launch into a deep philosophical conversation about the meaning of life.

What I mean is, what does success look like for your organization? Have you defined it? Would you know it if you saw it? Or is it something vague like, “selling more products”?

Truth: That’s a lousy way to run a company.

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Topics: Support

[Gaming] Six Must-Have KPIs for Game Developers

Posted by Chris G. on Nov 28, 2017 9:14:04 AM

4 minute read

Many still assume that heavy use of analytics and metrics is reserved for mobile games, but this couldn’t be further from the truth. Modern game engines take Unity, for example have had natural analytics support implemented for years, allowing developers of all shapes and sizes to track user behavior across platforms and devices.

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Topics: Gaming

Where Customer Success and Data Science Meet

Posted by Kenny S. on Nov 27, 2017 8:46:45 AM

4 minute read

Customer success (CS) means different things to different people.

On an enterprise level, it involves a great deal of human-to-human heavy lifting. The CS professional in that environment looks a lot like an account manager, customer service representative and consultant all rolled into one.

But in the SaaS industry, CS is different. To be sure, the human connection doesn’t disappear entirely. But when you're trying to scale a business on $5/month subscriptions, it's neither right nor necessary to assign every customer a personal CS agent.

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Topics: Support

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