Waterstone Management Drives Customer Success and Value for Cloud Businesses with New SaaS Scorecard™

By: PRLog
Innovative Waterstone framework “rebalances” the balanced scorecard to offer advanced insights, profitability to SaaS providers
CHICAGO - Sept. 8, 2015 - PRLog -- While the balanced scorecard (BSC) has long been used by corporations to manage and measure performance, it needs a major overhaul to be effective in the SaaS/subscription world. To fill this gap, Waterstone Management Group had developed the SaaS Scorecard™, a measurement and predictive framework with Customer Success at its core and as the main driver of corporate value creation.

SaaS/subscription-based business models are driven by Customer Success and require significant customer engagement throughout the customer lifecycle. With each touchpoint comes the opportunity to gain insight and add value to the customer.

“SaaS companies have a unique window into how customers use their products,” said Mark Hauser, founder and managing director of Waterstone. “What the SaaS Scorecard™ allows you to do is take the intelligence gathered from continuous customer interactions to create value – and long term customer relationships – within a better framework for decisions.”

While the traditional BSC measures performance through four equally weighted quadrants, the SaaS Scorecard™ “rebalances” the equation by placing Customer Success in the center as the main driver of Financial Value; and with Operations Quality and Innovation Velocity both driving Customer Success. The new Innovation Velocity category also captures the business realities of the Cloud world, where metrics like release value rate and add-on adoption rate, number of high-value extensions, and usability improvement rate all measure the rate at which the company delivers new value to customers. For more information on the SaaS Scorecard, visit the Waterstone website.

“With the SaaS Scorecard™ you can better anticipate future needs of customers, identify upsell and cross sell opportunities, and better understand and respond to retention issues—all of which drive Customer Success and, ultimately, corporate value,” added Hauser.

About Waterstone Management Group

Waterstone Management Group is a boutique management consulting firm that helps technology companies and investors create measurable value by identifying and capitalizing on disruptive growth opportunities and by driving excellence in Services, Cloud and Customer Success performance. Waterstone’s expertise-driven approach combines deep industry-specific intellectual property and a unique blend of strategic consulting and executive-level operating experience to deliver high velocity strategy and execution. For more information about Waterstone, please visit waterstonegroup.com and follow the firm on Twitter (@WaterstoneMG).

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WMG helps technology companies and investors create measurable value

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