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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|1 Comment

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

The Definition of Customer Success

In today’s “subscription economy,” consumers want more than a month-to-month delivery of a product. Technology and services available for companies to do their work have advanced so much that the switching costs are no longer a deterrent. An 18-month go-live timeline can leave teams with a bad taste in their mouth and more susceptible to competitor encroachment. The B2B SaaS world has responded appropriately through the mass adoption of Customer Success--a discipline, a function and [...]

By | 2018-09-25T16:00:45+00:00 April 27th, 2018|Customer Success|1 Comment

Martech Series: How to Nail Your Customer Loyalty Program

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 [...]

By | 2018-09-27T15:55:35+00:00 April 19th, 2018|Featured In|0 Comments

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

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, [...]

Customer Success is not enough

Ask 10 CSMs what success in their job means to them, and they will have 10 answers, ranging from: keeping my customers from churning onboarding my customers successfully helping my customers adopt our solution identifying opportunities within accounts for growth facilitating my customers’ attainment of outcomes managing the renewal process None of these are wrong. They are all part of many CSM job descriptions. However, to limit customer success to these roles alone is not [...]

By | 2018-04-11T10:47:16+00:00 April 10th, 2018|Customer Advocacy|0 Comments