Welcome!

@CloudExpo Authors: Liz McMillan, Elizabeth White, Yeshim Deniz, Pat Romanski, William Schmarzo

Related Topics: @CloudExpo, CRM

@CloudExpo: Blog Post

When CRM Is Not Enough By @Xeniar | @CloudExpo #Cloud

Interview with Bluenose CEO Don MacLennan

Bluenose empowers SaaS businesses to proactively manage and engage their customers through our insight-driven toolkit and built-in play books.  We rely on big data analytics and trended analyses to forecast where a customer relationship is going.

Thanks for taking the time to answer my questions. Please tell us, what is BlueNose all about and what do you do?

Don MacLennan: Bluenose empowers SaaS businesses to proactively manage and engage their customers through our insight-driven toolkit and built-in play books. We rely on big data analytics and trended analyses to forecast where a customer relationship is going.

Tell me more about Customer Success Software.

MacLennan: Customer Success is an emerging mindset and business imperative that is adopted by SaaS companies focused on driving overall adoption and retention. At its core, customer success software is about providing a complete view of customer data that helps companies proactively manage their customers through insights and action.

What is the differentiator between CRM and Customer Success Software?

MacLennan: Historically, CRM software was designed to enable customer acquisition. So, the data it was designed to house was about prospective customers. In order to understand a current customer relationship, you need a collection of data not ordinarily found in a CRM: usage/utilization data, survey responses, support tickets, billing information, recent communications, etc. Customer Success software is built on a "Customer 360" that includes everything you can know about your current customers.

Who is your target audience and how do you intend to reach them?

MacLennan: Our focus is on small to large-sized B2B companies that provide SaaS or subscription-based solutions. We reach them through several channels from direct outbound marketing to content assets that drive leading best practices for the Customer Success industry.

What market trends do you see in customer care and customer success?

MacLennan: With the rise of the Subscription Economy - business models built on recurring revenue - the financial imperative to retain and grow customers is greater than ever. This requires deeper insights about customers and a more proactive way to engage them across channels, including account management, contact centers, email and even in-application.

What is the viral aspect of your product?

MacLennan: The role of customer success is highly collaborative, both with colleagues and customers. So, we see our application being adopted by lots of peers that work with customer success teams to resolve customer issues.

How will you make money? What's the business model?

MacLennan: We sell an application suite on an annual subscription basis.

Who are your competitors?

MacLennan: We see Gainsight, Totango and Preact most often. Some companies try to customize Salesforce.com or build an internal datawarehouse, but generally conclude they can't meet the capabilities of packaged apps like ours.

How do you differentiate from your competitors?

MacLennan: What sets Bluenose apart is that we offer our clients the tools and resources to manage a wide range of customers. Typically, a SaaS vendor will have tiers of customers, and you can't service all tiers in the same way. In some cases you're managing large accounts and in others you're nurturing a single user to success. Our clients trust us to offer the right solution so their teams can proactively manage their diverse customer base.

How does your technology differentiate from the competition and can you elaborate on the different technology deployed?

MacLennan: We chose Big Data technologies that would enable us house the data that can describe every user of a SaaS app or website in detail. Even to the point of their daily use and feature mix. This kind of fine-grained data can be a large data set, and Big Data technologies are critical for that.

What business or technology could yours disrupt?

MacLennan: Traditional Sales CRM applications are perceived as the best place to manage existing customers. But in reality, they are designed to manage prospective customers along the acquisition journey. And the data required to understand a customer doesn't live there. A new type of CRM is needed. Once customers see the power of a Customer 360, they also start thinking about how to use multiple channels of engagement together, including email and in-application.

Who founded the company, when? What can you tell me about the story of the company's founding?

MacLennan: We founded the company in late 2012. My co-founder and I had many shared experiences where we couldn't access critical information about our customers and how they used our products and services. The data was "locked in a vault", if it existed at all. Our vision was to unlock the value of customer data by putting it in the hands of people who work with customers everyday.

What is your distribution model? Where to buy your product?

MacLennan: We sell entry-level offerings online, such as our new product called Pulse by Bluenose, designed to collect in-app NPS surveys. Higher editions of our product are sold by a sales team.

What's next on your product roadmap?

MacLennan: We just launched Pulse, an In-App NPS® survey tool to power customer success. The tool will allow SaaS companies to easily and effectively identify their customer advocates while also helping them collect valuable feedback from their customers.

Are you VC funded?

MacLennan: We've raised multiple rounds of financing from top-tier VC's. Our investor partners believe in our vision. They know that this is an early market that will require persistence and patience, and they share our sense of the huge opportunity ahead.

What else would you like to add?

MacLennan: I'm thankful for the support in getting Bluenose off the ground, from investors, family, employees and customers. Three years on, and it only feels like a beginning. I suppose this reflects the magnitude of the challenge we're trying to solve.

Thank you for your time.

For more information, please visit http://pulse.bluenose.com/ or follow the company on Twitter at https://twitter.com/BluenoseInc

More Stories By Xenia von Wedel

Xenia von Wedel is a Tech blogger and Enterprise Media Consultant in Mountain View, serving clients in a variety of industries worldwide. She is focused on thought leadership content creation and syndication, media outreach and strategy. She mainly writes about Enterprise, B2B solutions, social media and open source software, but throws the occasional oddball into the mix. Buy her a coffee if you like her article: http://xeniar.tip.me

@CloudExpo Stories
SYS-CON Events announced today that Outscale, a global pure play Infrastructure as a Service provider and strategic partner of Dassault Systèmes, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2010, Outscale simplifies infrastructure complexities and boosts the business agility of its customers. Outscale delivers a secure, reliable and industrial strength solution for its customers, which in...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory?
SYS-CON Events announced today that A&I Solutions has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 1999, A&I Solutions is a leading information technology (IT) software and services provider focusing on best-in-class enterprise solutions. By partnering with industry leaders in technology, A&I assures customers high performance levels across all IT environments including: mai...
Every successful software product evolves from an idea to an enterprise system. Notably, the same way is passed by the product owner's company. In his session at 20th Cloud Expo, Oleg Lola, CEO of MobiDev, will provide a generalized overview of the evolution of a software product, the product owner, the needs that arise at various stages of this process, and the value brought by a software development partner to the product owner as a response to these needs.
SYS-CON Events announced today that Tappest will exhibit MooseFS at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. MooseFS is a breakthrough concept in the storage industry. It allows you to secure stored data with either duplication or erasure coding using any server. The newest – 4.0 version of the software enables users to maintain the redundancy level with even 50% less hard drive space required. The software func...
Most technology leaders, contemporary and from the hardware era, are reshaping their businesses to do software in the hope of capturing value in IoT. Although IoT is relatively new in the market, it has already gone through many promotional terms such as IoE, IoX, SDX, Edge/Fog, Mist Compute, etc. Ultimately, irrespective of the name, it is about deriving value from independent software assets participating in an ecosystem as one comprehensive solution.
SYS-CON Events announced today that EARP will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. "We are a software house, so we perfectly understand challenges that other software houses face in their projects. We can augment a team, that will work with the same standards and processes as our partners' internal teams. Our teams will deliver the same quality within the required time and budget just as our partn...
SYS-CON Events announced today that delaPlex will exhibit at SYS-CON's @ThingsExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. delaPlex pioneered Software Development as a Service (SDaaS), which provides scalable resources to build, test, and deploy software. It’s a fast and more reliable way to develop a new product or expand your in-house team.
SYS-CON Events announced today that Systena America will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Systena Group has been in business for various software development and verification in Japan, US, ASEAN, and China by utilizing the knowledge we gained from all types of device development for various industries including smartphones (Android/iOS), wireless communication, security technology and IoT serv...
SYS-CON Events announced today that Outscale will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Outscale's technology makes an automated and adaptable Cloud available to businesses, supporting them in the most complex IT projects while controlling their operational aspects. You boost your IT infrastructure's reactivity, with request responses that only take a few seconds.
Regardless of what business you’re in, it’s increasingly a software-driven business. Consumers’ rising expectations for connected digital and physical experiences are driving what some are calling the "Customer Experience Challenge.” In his session at @DevOpsSummit at 20th Cloud Expo, Marco Morales, Director of Global Solutions at CollabNet, will discuss how organizations are increasingly adopting a discipline of Value Stream Mapping to ensure that the software they are producing is poised to o...
DevOps at Cloud Expo – being held October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real r...
Cloud applications are seeing a deluge of requests to support the exploding advanced analytics market. “Open analytics” is the emerging strategy to deliver that data through an open data access layer, in the cloud, to be directly consumed by external analytics tools and popular programming languages. An increasing number of data engineers and data scientists use a variety of platforms and advanced analytics languages such as SAS, R, Python and Java, as well as frameworks such as Hadoop and Spark...
Interested in leveling up on your Cloud Foundry skills? Join IBM for Cloud Foundry Days on June 7 at Cloud Expo New York at the Javits Center in New York City. Cloud Foundry Days is a free half day educational conference and networking event. Come find out why Cloud Foundry is the industry's fastest-growing and most adopted cloud application platform.
Cloud promises the agility required by today’s digital businesses. As organizations adopt cloud based infrastructures and services, their IT resources become increasingly dynamic and hybrid in nature. Managing these require modern IT operations and tools. In his session at 20th Cloud Expo, Raj Sundaram, Senior Principal Product Manager at CA Technologies, will discuss how to modernize your IT operations in order to proactively manage your hybrid cloud and IT environments. He will be sharing bes...
SYS-CON Events announced today that delaPlex will exhibit at SYS-CON's @CloudExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. delaPlex pioneered Software Development as a Service (SDaaS), which provides scalable resources to build, test, and deploy software. It’s a fast and more reliable way to develop a new product or expand your in-house team.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Busine...