Author: Randy Brasche
Are You Ready for the Next-Gen Customer?

Are You Ready for the Next-Gen Customer?

Randy Brasche

I recently caught up with Ray Wang, Principal Analyst at Constellation Research and ServiceSource’s Chief Customer Officer, Ashley Johnson as they were preparing for their upcoming webcast on January 14 about “Serving the Next-Gen Customer.” Randy: Hello and happy New Year Ray and Ashley. As companies begin 2015, what should be top-of-mind for CXOs [Read More]


Top Five Blogs of 2014

Top Five Blogs of 2014

Randy Brasche

As we wrap up 2014, I’m pleased to share ServiceSource’s top five blogs of the year with you. This year our themes were around customer success, subscription economy and channel management. We invite you to settle into your favorite reading chair and enjoy! [Read More]


Customer Success is the New Black

Customer Success is the New Black

Randy Brasche

Last month’s Dreamforce conference will influence sales, service and marketing organizations the year to come. Now that the dust has settled from the conference, it’s time to take stock and assess what the road ahead looks like. Before the conference this year, ServiceSource made a few predictions about the conference The post Customer Success is the New Black appeared first on SourceTalk. [Read More]


Paying it Forward with your Customers: 3 Steps to Selling Value

Paying it Forward with your Customers: 3 Steps to Selling Value

Randy Brasche

All too often, customer/vendor relationships are anchored around two milestones in the customer lifecycle: the initial sale and renewal sale. Typically, these two points in time experience the greatest, if not only, customer outreach and engagement. With the rise of the Cloud and Subscription Economy, it’s easier than ever for The post Paying it Forward with your Customers: 3 Steps to Selling Value appeared first on SourceTalk. [Read More]


Three Challenges to Long-Term Revenue Success with SaaS

Three Challenges to Long-Term Revenue Success with SaaS

Randy Brasche

It’s hard to plan for the long term when you’re just starting out. Try convincing a new college graduate to contribute to a retirement plan – the immediate need for cash often trumps planning for retirement. New SaaS-based businesses and established businesses adopting a subscription model face similar trade-offs. The The post Three Challenges to Long-Term Revenue Success with SaaS appeared first on SourceTalk. [Read More]


3 Steps to Rekindle the Customer Relationship

3 Steps to Rekindle the Customer Relationship

Randy Brasche

It’s common knowledge that it takes work and devotion to keep personal long-term relationships happy and enduring. Not so commonly known is that the same goes for companies’ relationships with customers. The recent rise in subscription-based businesses makes customer retention more crucial than ever before. In fact, recurring revenue from The post 3 Steps to Rekindle the Customer Relationship appeared first on SourceTalk. [Read More]


The ‘Blackberry Effect’ in a Recurring Revenue Economy

The ‘Blackberry Effect’ in a Recurring Revenue Economy

Randy Brasche

Inspired by my customer experience at Starbucks, in a previous blog I described the ‘Starbucks Effect’, showcasing how the coffee chain’s customer-centric focus fostered customer loyalty, customer retention and ultimately cross-sell and up-sell. Recently, I had a customer experience that produced the antithesis of the Starbucks Effect. Let’s call it The post The ‘Blackberry Effect’ in a Recurring Revenue Economy appeared first on SourceTalk. [Read More]