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Lessons from an Experienced Account Manager

A Learned Account Manager is Jealous of Today’s Customer Success Managers I’ve been in some version of account management – call it customer satisfaction, sales or customer success  - for all of my adult life (my entire life, if you count my girl scout cookie sales). Throughout my 33 years of business experience, I would have struggled far less, and been much more successful, “if only I had known then what I know now.” I [...]

By | 2018-08-30T15:09:28+00:00 August 28th, 2018|Customer Success|Comments Off on Lessons from an Experienced Account Manager

How Martech SaaS Vendors are Doing CS (and getting it right)

Just so that we’re on the same page, let’s define the terms. “Martech” refers to all initiatives and tools used to help companies achieve their marketing goals.  When we look at the landscape for Martech since 2011, we’ve gone from 3 categories with about 150 vendors to 6 categories with over 5000 providers. It is a vast landscape, indeed. Martech-ers represent a large portion of the SaaS industry, and are, themselves, at the forefront of [...]

By | 2018-08-07T15:10:21+00:00 August 7th, 2018|Customer Marketing|Comments Off on How Martech SaaS Vendors are Doing CS (and getting it right)

Quantitative and Qualitative Data: A Recipe for Knowing Customers

Knowledge is power. In the B2B subscription economy, we expand on this and say something like: Knowing our customer allows us to help them be successful, which keeps them engaged, and leads to higher customer lifetime values. Whether it’s power or profit that we seek, the importance of knowing our customers isn’t up for debate.  Without knowing them, we can’t assess how successfully their adoption of our product meets their needs. The challenge we face [...]

By | 2018-08-07T14:52:26+00:00 August 7th, 2018|Customer Loyalty|Comments Off on Quantitative and Qualitative Data: A Recipe for Knowing Customers

Churn Chronicles Volume 1: Frontline Tactics for Creating Churn

Greetings Churngineers! I trust this message finds you ready to stop renewals, block upsells and increase churn!   Here at ChurnHQ we have never been more confident in the potential that you have to undermine the progress in your assigned company, ensuring that their platforms and solutions fall out of budget and lose favor with their customers. Just last week, we received an update from veteran churngineer, Xavier S. Lawsiss about his great success at [...]

By | 2018-08-06T23:56:46+00:00 August 6th, 2018|Churn Chronicles|Comments Off on Churn Chronicles Volume 1: Frontline Tactics for Creating Churn

The Definition of Customer Advocacy

Customer experiences are king especially if you’re in a highly competitive industry. We have long known this to be true for B2C companies like airlines, hotels, banks, consumer goods etc that earn the loyalty of their customers based upon positive experiences. Our VP of Customer Advocacy, John Warne, believes this is true for B2B companies as well. Today, every B2B customer has choices to make and there are many viable competitors to choose from. There’s [...]

By | 2018-06-29T09:57:09+00:00 June 29th, 2018|Customer Advocacy|0 Comments

Meet the Team: Steve Ehrlich

Click on the image to see a GIF of COO Steve Ehrlich engage in his favorite office pastime - ensuring that the outside gate is always closed! Mr. Steve Ehrlich joined us as COO on his birthday in February of 2018. Word on the street is it was one of his most memorable gifts to date. He enjoys the occasional NBA conversation, leads our team meetings and is considered the glue of our [...]

By | 2018-06-27T11:34:31+00:00 June 25th, 2018|Meet the Team|0 Comments

The Definition of Customer Loyalty – Part 2

According to Merriam-Webster, loyalty is: unswerving in allegiance faithfulness to a: cause, ideal, custom, institution, or product. This all boils down to constant support and manifests itself in countless ways depending on the context. If you’re a B2B SaaS company like us, we hope our customers share our vision, support us forever and are “faithful” to our product. We can’t minimize what goes into fostering loyalty. It surely doesn’t happen overnight. Company-wide intentionality comes into play. [...]

By | 2018-06-28T17:19:49+00:00 June 14th, 2018|Customer Loyalty|0 Comments

The Definition of Customer Loyalty – Part 1

According to Merriam-Webster, loyalty is: unswerving in allegiance faithfulness to a: cause, ideal, custom, institution, or product. This all boils down to constant support and manifests itself in countless ways depending on the context. If you’re a B2B SaaS company like us, we hope our customers share our vision, support us forever and are “faithful” to our product. We can’t minimize what goes into fostering loyalty. It surely doesn’t happen overnight. Company-wide intentionality comes into play. [...]

By | 2018-06-18T13:40:51+00:00 June 7th, 2018|Customer Loyalty|0 Comments

Meet the Team: AJ Edelbrock

  Click on this photo to see a GIF of AJ scaling the Snake Pit at Hoosier Heights Indianapolis!   Get to know Bolstra's first-ever Integrations Engineer! He joined in January 2018 and after only six months, we couldn't imagine our team without him. AJ (occasionally known as Andrew) got connected with Bolstra from The Grid by Techpoint - he hails from Purdue University (don't worry there isn't any university rivalry in the [...]

By | 2018-06-04T18:25:36+00:00 June 4th, 2018|Meet the Team|0 Comments

Everything you Need to Know About Customer Advocacy

Chapter 1: From Customer Experience to Customer Advocacy (a Primer) While there’s plenty of chatter about Customer Success being your “driving purpose” in a post-sales strategy, we have a slightly different take. Your customer’s success is a critical step on the road to garnering their loyalty and, ultimately, their advocacy. Attaining this end goal starts with how you manage your customer experiences. In a recent LinkedIn forum discussion, Customer Success enthusiasts debated the definitions of [...]

By | 2018-05-31T13:56:33+00:00 May 31st, 2018|Customer Advocacy|0 Comments

Coverage: The Dynamic Duo – Customer Success & Customer Marketing

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 [...]

By | 2018-06-05T15:50:53+00:00 May 4th, 2018|Featured In|0 Comments