A MindToucher shared with me this brilliant presentation by Alex van Dijk of Dell/EMC. Alex presents a bounty of useful information and data about the impact of customer effort on customer loyalty. Spoiler alert, there's a strong correlation. Indeed, multiple independent research firms have research that states customer effort has the single largest impact on customer loyalty. Furthermore, customer self-service is consistently the highest ranked driver in lowering customer effort. Alex will tell … [Read more...] about The Impact of Customer Effort on Customer Loyalty [12+ Actionable Tips]
At MindTouch, we’ve focused on two pillars that gird the growth of our business. Deliver a product that our customers value and love so much that they recommend it to others. Maintain a culture that attracts smart, good people who want to work hard doing great things. It’s difficult to measure culture, but measuring the value created by our product is much easier. We measure it with our 94% customer renewal rates, our 73 Net Promoter Score, customer referrals, and from … [Read more...] about The Best Software of 2017 for Customer Service Teams
This February, over 10,000 people will attend the SaaStr Annual 2017 in San Francisco. It’s the largest gathering of the global Software-as-a-Service (SaaS) business community on the planet. The present and future leaders in SaaS will be there. MindTouch will be attending as well, and we’re excited to share that this year we’re giving away SaaStr tickets; usually these cost $1,399 each. This year, we are giving some away! If you’re in the software industry, have an interest in the software … [Read more...] about Win FREE Tickets to SaaStr Annual 2017!
We won a huge honor this week in Munich, Germany. While attending the SAP Hybris Summit MindTouch won the coveted Software Partner of the Year (2015) award from SAP. This is a merit based award that is granted based on revenue generated. In the past we've won awards for our technology, support and for our culture. However, to receive an award like this from one of the largest software companies on the planet is...well, damn exciting. I was personally humbled and honored to have been present … [Read more...] about MindTouch Wins Software Partner of the Year 2015 from SAP Hybris
Today we’re announcing that MindTouch took our first outside investment in the form of a $12 Million Series A. The Series A was lead by PeakSpan Capital, with additional investment from SAP SE, SK Ventures and a number of prominent individuals. The investment was sought after by multiple firms; in fact, it was oversubscribed, which was validating for us. Moreover, in 2015 we turned down offers from several companies seeking to acquire MindTouch. While the interest to acquire MindTouch was … [Read more...] about Happy 2016! We’re Not Selling the Company!
Today, MindTouch announced it has raised $12 million in its Series A investment! But, there's so much more to the story of the MindTouch journey "...from open source collaboration product to a profitably growing, mature SaaS offering." (Phil Dur, partner at PeakSpan Capital). Below, find links to all the details: "Happy 2016! We're Not Selling the Company!": A letter from Aaron Fulkerson, CEO and Co-Founder of MindTouch, with a very personal take on the meaning of this funding to MindTouch … [Read more...] about MindTouch Announces $12 Million in Its Series A Investment!
SAN DIEGO---January 14, 2016---MindTouch, the customer experience-centric SaaS provider on a mission to make customer product and help content valuable again, today announced it has raised $12 million in its Series A investment. PeakSpan Capital led the round with participation from SK Ventures and SAP SE. MindTouch has successfully bootstrapped to profitability without taking venture funding until today. MindTouch will use the new funds to increase its product capabilities and integrations with … [Read more...] about MindTouch Raises $12 Million to Help Companies Drive Self-service Customer Experiences
NOTICE: You are one of only a few people MindTouch has given early access to this information. Please embargo until Thursday, January 14. Thank you. --Aaron Fulkerson MindTouch is proud to announce the first round of outside funding in company history. This page is intended to provide a central resource for all assets pertaining to the announcement. See the list below to navigate to the various assets. Letter from the CEO, Aaron Fulkerson Press Release MindTouch Press Release … [Read more...] about MindTouch Funding Announcement Corral
The Defrag conference is my favorite industry event. It's intimate, the attendees and speakers are high quality, and the diversity of people and topics is unusually strong. In a single day the presentations spanned neurohacking, robot microscopes, space travel, building an educational non-profit and container based infrastructures. While the attendees are as diverse as the presenters they generally skew to senior technical and product people. The Defrag sister conference is Glue. Glue is … [Read more...] about Returning to Defrag
It's been a couple of weeks since Dreamforce, the Salesforce.com annual conference, and our inboxes are inundated with emails from sponsors vying for our attention. They're emailing to remind us that we met, or pretending that we met, in an attempt to get a follow up meeting and present their wares. Having been subject to ineffective follow up from other vendors, I figured it worthwhile to share with you the follow up I've found works for me. 1. Establish Credibility and Authority There are many … [Read more...] about 5 Tips for More Effective Dreamforce Follow Up