Categorization is crucial for your company’s customer support operations. Here are 8 tips for developing an effective contact coding system.
Read Full Article about Contact Management: 8 Tips for Developing a Contact Coding SystemIn my last post, I dissected the fundamental issues with SaaS marketing techniques in that most strategists still think of SaaS product as a tangible, concrete, self-contained, transferable, or, in short, classic software product, provided superficially “on-demand”, slapped together with a “subscription pricing” that is just another word for “glorified maintenance”. The truth is that…
Read Full Article about SaaS Marketing: Win by Emphasizing the “Service”I cringe a little bit when I hear people describe cloud-based technology and services as revolutionary. What’s really revolutionary about it? As Jerome Lecat wrote in this VentureBeat article last November, cloud computing services first came about almost 50 years ago, and continued to evolve in the 80s, 90s, and 2000s with ASP and SaaS…
Read Full Article about Why Service — Not Technology — Is the Most Important Thing Your Cloud-based Company Can DeliverAre you overwhelmed by all the customer communication mediums available to your company in today’s market? If so, you are not alone. Although social media has made customer communication less costly per interaction and facilitated quicker customer resolution times, it has also introduced many new mediums to juggle with your customer support team and loftier…
Read Full Article about Customer Communication Strategy: Identifying the Most Effective MediumsMy wife’s Story My wife came back from a trip to New York on Friday. She went there to find some specific fabrics for her fashion line project. She was ecstatic walking in the door. “I found Joe!” she proudly told me. She went on to tell me that she had specific fabric examples, didn’t…
Read Full Article about Have an Important Problem or Opportunity? Find Your Joe!Looking back over the last 5 years Around the turn of the new year, I am in a retrospective mood. Having recently written a few blog posts about how OpenView Labs consult with our portfolio companies, I was interested in seeing how our projects have changed over time, since we began working as a value-add…
Read Full Article about OpenView Labs Projects: A Retrospective“I am sorry for making you miss your flight sir, but you really need to put your expectations into the upright position during the holiday season, as our services are in high demand. Here is $250 and a $15 dinner voucher to compensate you for the inconveniences that this has caused you.” This was the…
Read Full Article about Customer Experience Management: Learning from United’s MistakesThe last several weeks I have written a couple of blogs about how some of our portfolio companies have adopted some new processes to improve their customer service. These companies have goals of keeping the customers they already have and growing their top line revenues while improving profitability. Here are my previous posts: FY 2012…
Read Full Article about FY 2012 is Coming: How to Keep the Customers You HaveA couple of weeks ago I wrote a blog sharing a support strategy that came out of a quarterly operational review we do with our portfolio companies titled “2012 is Coming: CEO’s, Service Your Customers Like BMW.” Today I wanted to share another strategy for support that came out of the operations reviews at one…
Read Full Article about Support Strategy: Everybody In the PoolOpenView Partners believes that building great software companies is not about the growth capital we invest but about how the CEO and management team leverage the capital to improve their operational execution. This will allow them to scale the business rapidly to dominate the market segment they target. As operationally experienced venture partners, we don’t…
Read Full Article about FY 2012 is Coming: CEOs, Service Your Customers Like BMWWe've built our team around the idea that we will provide meaningful value to each portfolio company.
We devote every person, every skill, every advantage, and most waking hours into making sure that each and every one of our portfolio companies succeed.
We invest around the world and offer significant global expansion assistance to companies worldwide.
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