Teams | Collaboration | Customer Service | Project Management

In B2B SaaS, customer support plays a pivotal role in retention, product adoption, and brand loyalty. Yet, one question is often overlooked when defining your organization structure.

There are many lessons to learn from today’s business meltdowns and scandals. Regardless of what industry you’re in, we can all agree that: CEO drama can make or break a company. Take what happened to the Jefferies Bank and how CEO Rich Handler’s messy divorce was laid bare to the world. Add to that the fact that their company’s shares slid by 19%. When you’re the head of a company, every little part of your life is tied to the business.

Measuring the success of your intranet is important. It’s much more than just an expected part of management reporting. Measuring intranet metrics has several different benefits, including.

Want to deeply understand how your people feel about their experience within your organization so you can drive long-term engagement and retention? Ask, listen, and act. Targeted employee engagement survey questions allow you to dig into authentic viewpoints, identify pros and cons of employee experience, and determine where to make adjustments to boost employee engagement and satisfaction.

Early in my marketing career, I had plenty of big ideas. Campaigns I wanted to run, events I thought we should attend, tools I believed we should invest in. But more often than not, those off-the-cuff suggestions didn’t go far. They lacked three important things: With 10+ years of experience growing B2B SaaS organizations, one thing has become clear: it’s not just about having a great idea. It’s about how you pitch it.

There is only one way to measure whether a project is a success or a failure—with data. Thanks to project metrics (and the right tools to track that data), it's now easier than ever to crunch the numbers on previous projects to see where we went right and what task ended up causing a major delay. I use project metrics to track performance and spot problems before they become catastrophes.

Building off a founder’s network and relying on inbound sales can help your agency grow at the start. But it’s not a sustainable long-term approach. We talked to Friday Solved founder Ryan Hall about his approach to scaling sales. With over 23 years of agency experience, including two successful exits, Ryan knows how to sell. Here are his insights and tips to improve each of your funnel stages for the long run.

Let’s be honest – sometimes one single message is the fastest way to show up for someone. Whether it’s about checking in on a patient’s progress, coordinating with a colleague, or responding to a sudden mental health concern, a simple text can make all the difference. Texting has naturally become a go-to communication channel, especially in today’s therapy, where speed and accessibility matter more than ever.

Time tracking is a vital aspect of accounting for small businesses. It’s the only way to identify how efficient your accountants are, how expensive your projects are, and the amount of profit and loss you are earning. Plus, it’s also good for making payroll efficient. However, you must be wondering why only work-hour tracking. Isn’t there another method? To make a long answer short, no.

Learn about key ITSM trends to aid your employee service and business productivity in this year and beyond.