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Software publishers and customers like to believe technology purchases are made rationally, based on a product’s superior features, performance and/or interface. Yet there’s a point in the customer journey where, if all goes well, users’ commitment to your software gets personal. Where they will study every [...]

Regular communication with customers is critical for building a software business. But when it comes to technical support, sometimes not talking to customers and deflecting them towards self-service resources is the better policy. If putting the words “deflection” and “customer support” in the same sentence makes [...]

While some software customer churn is inevitable, there is plenty your company can do to prevent it. And it starts with developing an “early warning system” for at-risk accounts and a plan to deliver emergency training, support and customer communications before users completely disengage. Here are [...]