Archive for March, 2010

Crystal Ball for Sale: Cheap!

By Steve Bernstein - Last updated: Monday, March 29, 2010

What would you pay for a crystal ball? You can peer into the future to see your company’s future performance.  So why don’t you do it? If you are part of a SaaS company you are probably already using Bessemer’s 5 Cs of SaaS finance. Of course SaaS companies need to be operationally excellent (there’s no […]

What’s your most important asset?

By Steve Bernstein - Last updated: Monday, March 29, 2010

Many executives will say their most important asset is their employees or their products. I would argue that for most companies it’s their customers. Why? Customers fuel your growth. We know customers provide cash for your products and services, but they also serve as an extension of your employees. When leveraged effectively, your customers allow […]

New research: Impact on Service from Products & Brand

By Steve Bernstein - Last updated: Friday, March 19, 2010

After working with several clients in service / support (“contact center”) organizations we’ve been able to assemble some cool new research on the impact of Products & Brand on the Service organization.  “In the “fog of war” the management boardroom has a tendency to think in silos. The Customer Service silo, however, has in it […]

I wish this was true

By Steve Bernstein - Last updated: Wednesday, March 3, 2010

Quick update from my note below about Schwab and the difference between “products” and “customer experience” (see Great products but Bad Experience = DETRACTOR ) A letter arrived in today’s mail (a week after the incident). They write, “Unfortunately, we have been unable to reach you to discuss this matter. Please call us at…” I know they […]