SaaS

Build Versus Buy

A lot of people think, “oh, I can just build that. I don’t need to pay someone else an ongoing fee.”

But that’s the wrong thinking for two reasons. It’s not like I need a dining table to put food on and I can either build it or buy it. That’s a one time purchase. SaaS is…

Give, Give, Give, Ask!..But Only If They Really Want It

“Our customers aren’t responding to our emails.”

“Our churn hasn’t moved, even though we’ve implemented changes A, B, and C.”

“Our open rates are good. I don’t know why they aren’t…

Expectations

Expectations are great except when they’re not.

How do you understand how good you’re doing if you don’t have expectations and goals? On the flip side, what if you consistently miss those expectations? Does that mean you’re a failure? What if it’s because you had too high of…

What is the Long term Impact of Great vs. Good Support?

While we linguistically know “Great” is better than “Good and we believe we ought to pursue it, is that really the best course? What if there were cases where seeking “Good support” is the way the business needs to go? For example…

Establishing Clarity of Support

In order to lay any foundation, clarity must be deeply rooted. In the case of Support, these attributes must all be clearly outlined. This will impact—improve or stunt—communication, growth, and cohesion of the team. These are questions we all must wrestle with. Below are…

Shelfware and Integrated Supply Chains

Shelfware