Posts by Kate Harvey

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Feature Creep: What Causes It & How To Avoid It

Feature creep. Featuritis. Feature bloat. Creeping featurism. Bloatware. These all refer to the same thing, and it isn’t good. Feature creep (and its synonyms) is the “tendency to constantly add features which inevitably leads to complex products that are confusing and hard to use.” New York Times columnist David Pogue was one of the first…

How To Win Back Cancelled Customers Before They Churn

Disclaimer: Churn may cause sleepless nights, heartburn, receding hairlines, and premature aging. It’s a subscription business’ archenemy. “The reason the SaaS churn rate dominates over virtually all other SaaS metrics is that SaaS churn is in direct opposition to growth; the primary objective of most SaaS businesses,” explains Joel York. Today, we’re bringing you some…

How To Build Customer Success Into Your Startup’s DNA

This is a guest post by Keri Keeling, VP of Customer Success & Operations at Bluenose. With over 12 years of experience, she has built customer success teams for SaaS vendors and companies that range in size from startup to publicly-traded. You’ve worked hard to get your first round of customers. The question at hand…now what…

How to Create Meaningful Benefits for Remote Employees

When people hear I work for a tech/software company, I tend to get questions like “so, you’re surrounded by ping pong tables and beer all day long?” Eh, not exactly. I explain Chargify is 100% distributed, so we don’t have a specific “office” that everyone goes into. Instead, my remote coworkers and I are spread…

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