docusign Posts

The Six Dimensions for Expanding Customer Engagement and TCV

The Six Dimensions for Expanding Customer Engagement and TCV

When corporate customers see compelling value in a given SaaS offering they are capable of increasing their adoption rapidly throughout their organization. In recent times this has happened with Box, Netsuite, Salesforce, ServiceNow, Slack, Splunk, Workday, and other vendors’ software. What I don’t see happening often enough is tech executives or sales teams adopting an intentional strategy to help their major customers to expand and deepen their utilization of the product or service in question.

Land & Expand Strategy: Time to Get Serious about Customer Success!

Land & Expand Strategy: Time to Get Serious about Customer Success!

Management teams talk an awful lot these days about customer success, and many companies have implemented parts of a plan to help their customers achieve successful outcomes from their investment. Unfortunately, the prevailing model in most Saas companies is far too internally focused on building license revenues and limiting the cost of delivering services, and therefore falls short as far as customers are concerned. But there is a cure for this problem…