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So far Bolstra has created 17 blog entries.

Ease of Administration and Configuration are Key Criteria for Evaluating Customer Success Software

By | 2019-04-05T11:56:35-04:00 March 11th, 2019|Customer Success|

Investing in enterprise software of any sort (CRM, Support, Marketing Automation, Customer Success) is no small task. Nobody wants to purchase the wrong software. Even with the relatively low costs of SaaS subscriptions, wrong purchases can be very disruptive. Some real costs of purchasing the wrong software include: replacement or dual system cost the cost of selecting another new software retraining and re-implementation costs business disruption costs lost opportunity costs career opportunity costs Smart purchasing [...]

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SaaStr 2019: Questions, Answers and Considerations from a Customer Success Vantage Point

By | 2019-03-13T13:46:12-04:00 February 22nd, 2019|Customer Success|

Our sales team just got back from SaaStr 2019 in San Jose last week. Aside from appreciating the change in scenery (we hail from Indiana), they saw the experience as an opportunity to see the SaaS industry from the inside, and validate why we do what we do. As a Customer Success Management platform, we had the lens of learning how B2B SaaS companies are figuring out how to retain more loyal customers. With an [...]

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SaaS Customer Success Management: One size (and shape) does NOT fit all

By | 2019-03-13T14:50:52-04:00 February 7th, 2019|Customer Success|

As Customer Success increasingly gains traction as a growth engine (in SaaS and beyond), B2B companies that are built on recurring revenue models are seeking ways to organize their Customer Success delivery. But what Customer Success Management means to to these companies varies widely. When SaaS executives are asked “What constitutes Customer Success Management in your organization?”, answers vary with any combination of the following: Implementation/Onboarding Account Management Renewal Management Concierge Support Expert Services Upsell/Expansion [...]

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How do CSMs succeed in 2019?

By | 2019-03-13T14:46:27-04:00 January 14th, 2019|Customer Success Manager|

Look back In 2017, Forbes named Customer Success Managers one of the top 25 best jobs in America. The overview of the position read: “Once a technology sales team lands a new client, they hand the relationship over to the customer success manager, who will manage the relationship going forward. These managers train the client on new products and serve as the point of contact for any problems that arise.” The job sounded like a [...]

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Crucial Capacity Considerations for Customer Success

By | 2019-03-15T17:32:50-04:00 December 12th, 2018|Customer Success|

Even though many C-suite executives are on board with chartering a Customer Success team to focus on customer retention and expansion, they are still figuring out how to fund them. With the goal of being cost neutral, or even a profit center, many are still validating the math on this. Knowing the actual cost of Customer Success team members, and figuring out the way to fund them involves assessing accurate data about time, resources and [...]

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Accountability: It’s not just a buzz word

By | 2019-03-13T14:57:43-04:00 December 4th, 2018|Customer Success|

“You can count on me.” I have said (or at least implied) these words countless times throughout my life, and I bet you have too. We say it when we want to give someone else the assurance that we will be there for them, we have their back, and we will do whatever we said we’d do. It is a way of conveying our personal accountability, which is foundational to any lasting, meaningful relationship. Let’s [...]

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Coverage: The Dynamic Duo – Customer Success & Customer Marketing

By | 2018-06-05T15:50:53-04:00 May 4th, 2018|Featured In|

In the B2B recurring revenue economy, customer relationships are increasingly owned by a team of professionals (called Customer Success Managers) who earn customer loyalty by continuously demonstrating the value of their solution to their customers. Ideally, they have a defined customer lifecycle as their model for customer engagement, and in doing so, are churn mitigators. In an effort to improve Customer Success (CS), marketing teams are joining the action to facilitate customer loyalty, too. In collaboration with their CS [...]

Martech Series: How to Nail Your Customer Loyalty Program

By | 2018-09-27T15:55:35-04:00 April 19th, 2018|Featured In|

Customer Loyalty is a Critical Aspect of Marketing That Needs to be Nurtured in This Age of Marketing Noise Today, customers are way closer to their preferred brands than they were ever before, thanks to the promotions and ads targeting them. The plethora of purchase options available offline and online empowers a customer to make their choices. With more brands fighting it out for customer attention, the power of Customer Loyalty is unprecedented, in modern [...]

Hubspot: How Do You Build Customer Loyalty? Lessons from a Lemonade Stand

By | 2019-03-15T17:22:55-04:00 April 17th, 2018|Customer Advocacy, Customer Success, Customer Success Best Practices, Featured In|

Did you ever run a lemonade stand growing up? If not, you can surely recall seeing the scenario play out on TV or in a movie: A small child tries to peddle lemonade for a quarter -- it’s young entrepreneurship at its best. What do you do when you happen upon the adorable and smart neighbor who regularly sells lemonade on the corner to raise money for a team fundraiser, for example? You stop and buy some, [...]

Martech Series: Interview with Haresh Gangwani, CEO and Co-Founder, Bolstra

By | 2018-05-31T22:08:51-04:00 March 26th, 2018|Featured In|

Tell us about your role and how you got here. What inspired you to start a B2B SaaS Customer Success company?  When I was the Chief Revenue Officer at a SaaS company, we were excelling at acquiring new business, but we weren’t garnering the renewals we wanted. You might say, we had a leaky bucket. We could point our fingers at a slow (poor) implementation process, but I knew this wasn’t a software problem. It [...]

Martech Series: Top Challenges for Marketers Set to Intensify in 2018

By | 2018-05-31T22:17:14-04:00 February 1st, 2018|Featured In|

Executives from Top Marketing Technology Companies Participated in Our Predictions Series 2018 and Identified the Top Challenges That Marketers Would Face in 2018 In 2018, what would be the best “personality” to define you as a marketer– an angler, a crossbow hunter, a weekend rockstar, or a Zen monk. Well, whatever quality best suits you may not make that much of a difference if you (your marketing campaigns) fail to deliver customer experiences with a context, [...]

Coverage: 60% of Customer Success Teams Are Unaware of Critical Client Issues

By | 2018-09-25T07:38:40-04:00 January 30th, 2018|Featured In|

Bolstra, an agile customer success platform for subscription service companies, today announces the results of a recent survey, “2018 Customer Success Team Maturity”. The survey includes findings from a sample of customer success teams across industries about their current states. Most notably, of customer success teams surveyed, more than 60 percent of respondents said they wouldn’t know about a critical customer issue until days after it happened, a customer brings it to their attention, or [...]