Author: Michele Ballinger
product revenue

Where has all the product revenue gone?

Michele Ballinger

The digital age has created the “Knowledge Economy” that was predicted by analysts in the 60’s. We have more information than ever before. Data abounds—there for us to interpret and turn into actionable information to overcome disruptions and drive business innovation. And the company’s that have mastered this art are thriving. [Read More]


customer success job description

There’s Something Missing in Your Customer Success Job Description

Michele Ballinger

A great customer experience is essential to profitability and growth for every business these days. Executives need to understand how build and staff a customer success team to protect and grow revenue streams. [Read More]


healthcare cloud business models

Healthcare Cloud Business Models: Creating Customer Value

Michele Ballinger

The Healthcare and Life Sciences (HCLS) industry has resisted the aptly named, “Age of the Customer” and digital transformation for too long. With new entrants transforming the industry, resistance is now futile.

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customer retention

Customer Retention – Innovation or Die

Michele Ballinger

We continue to see businesses fail because their management did not to anticipate their customer’s future desires. Companies that innovate their customer retention strategies retain more customers, build loyalty and grow recurring revenue. [Read More]


The Price is Right: How to use customer segmentation to improve pricing efficiency

The Price is Right: How to use customer segmentation to improve pricing efficiency

Michele Ballinger

Using customer segmentation to get the price right can significantly impact revenue growth and customer retention. Companies that use tiered pricing to segment users can realize as much as a 19% boost in revenue per month for subscription-based services and applications. [Read More]


Calculating Customer Lifetime Value for Digital Subscriptions

Calculating Customer Lifetime Value for Digital Subscriptions

Michele Ballinger

In subscription and recurring revenue business models, maximizing customer lifetime value is a key success factor to a profitable business. Customer expansion and subscription extension are critical to customer success management. But how do you know when a customer relationship turns profitable? It is important to understand the point at which you breakeven on your investment in a customer relationship. [Read More]


Click-through rates do not measure customer engagement, retention or loyalty

Click-through rates do not measure customer engagement, retention or loyalty

Michele Ballinger

CTR is important, but it alone can’t tell you if your campaign or advertisement is successful or not. Luckily, because of the digital age, there’s a better way to measure success. [Read More]


Customer Onboarding: What you need to know to prevent first-year churn

Customer Onboarding: What you need to know to prevent first-year churn

Michele Ballinger

Maximizing Customer Lifetime Value (CLV) is not easy. You cannot expand your wallet share with cross-sell or upsell tactics without first delivering value and the initial promised business outcomes. Nor can you extend the life of the subscription with renewal sales plays before first ensuring the customer has achieved success within the first subscription or contract term. [Read More]


I’ve Got 99 Problems, but Usage Data Isn’t One

I’ve Got 99 Problems, but Usage Data Isn’t One

Michele Ballinger

Recurring revenue business models introduce new challenges for you and your channel partners. Customers are more empowered and informed than ever before. As my previous blog stated: customers only want to pay for what they use. More specifically they only want to pay for the value received from a product or service—and they only receive value when they are using a product or service effectively. [Read More]


Pay Per Month

Your customers only want to pay for what they use

Michele Ballinger

What came first, the recurring revenue business model or empowered customers that only want to pay for what they actually use? Much like the chicken-and-egg scenario, you could argue it both ways. But the fact of the matter remains; customer-buying behavior has changed dramatically. Not only are consumers empowered with more information than ever before, now they only want to pay for what they actually use. And if they don’t see value from what they use, then they will cancel their service. [Read More]