Over the past few years, I’ve advised a large number of CEOs and CFOs of software-as-a-service (SaaS) companies all of whom shared one common challenge: which of the many SaaS metrics frequently cited they should track. I’m frequently asked, “I just need to know a few key metrics that can tell me how I’m doing and that I…
Of what do you think when you hear the phrase, ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In…
I’ve had the good fortune of working for a variety of great software companies since the early 1990s; further, having spent many years in consulting, I was exposed to hundreds of client companies through short engagement stints. Each experience taught me different lessons. Now, 25 years later, I’m able to draw some clear patterns I…
Against the Herd 