Los Angeles, California, United States
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Articles by Eli
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The Heavy CS Burden: Why Retention & Expansion Is A Team Sport
The Heavy CS Burden: Why Retention & Expansion Is A Team Sport
By Eli Portnoy
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It's Hard To Support SaaS Customers: Learnings From Our Research
It's Hard To Support SaaS Customers: Learnings From Our Research
By Eli Portnoy
Activity
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I've been thinking a lot about how customers signal unhappiness, and it's rarely as clear as "We're thinking of leaving." Instead, it's often buried…
I've been thinking a lot about how customers signal unhappiness, and it's rarely as clear as "We're thinking of leaving." Instead, it's often buried…
Posted by Eli Portnoy
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Why we think customers churn: - CSM wasn't proactive enough - Price was too high - Customer went out of business - Champion left - Didn't use it…
Why we think customers churn: - CSM wasn't proactive enough - Price was too high - Customer went out of business - Champion left - Didn't use it…
Liked by Eli Portnoy
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Usage data in SaaS is often treated like the holy grail of customer health metrics, but I'm not so sure. Don't get me wrong, usage is important. But…
Usage data in SaaS is often treated like the holy grail of customer health metrics, but I'm not so sure. Don't get me wrong, usage is important. But…
Posted by Eli Portnoy
Experience & Education
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BackEngine.ai
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English
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Spanish
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I saw a demo from Eli Portnoy a few weeks ago and he is solving an important problem with BackEngine.AI. Any CS peeps in my network that are looking…
I saw a demo from Eli Portnoy a few weeks ago and he is solving an important problem with BackEngine.AI. Any CS peeps in my network that are looking…
Liked by Eli Portnoy
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