Odds are, if you’re not already using a CRM system, you’re looking into one. Businesses are looking to find solutions that will help them adapt to the quickly changing consumer landscape. In “The Gartner CRM Vendor Guide, 2015,” you will find an exhaustive analysis of the “digital CRM technologies that drive growth and elevate the customer experience.” CRM systems and the accompanying software that allows businesses to meet their needs are continuing to grow at a healthy rate, due in [...]


Today’s post is part one of an in-depth interview with Damien Howley, the VP of Customer Success at MindTouch. 

Damien is a seasoned customer success leader who has a proven record of building and running customer success teams. Damien has served as the MindTouch VP of Customer Success since February 2013 and has a background in professional services management and solution architecture. 

In today’s portion, Damien and I discuss the benefits and challenges of transitioning from customer support to customer success, with [...]


There is a lot of discussion around the role of the web content management system in customer experience management (CXM). Some say it’s the core, others say it’s an element, but not a driver. I say they are both right.

Let`s be very specific here, because it is important. If we were just talking purely about the online customer experience, then I would agree that the web content management system (WCM) is the core to designing and support CXM strategies. Pretty [...]


Sugar CRM, the well known customer relationship management (CRM) platform which is “designed to help your business communicate with prospects, share sales information, close deals and keep customers happy” now uses MindTouch to power their comprehensive support center.


Sugar CRM brands itself as the “CRM Made Simple” and their new support site subscribes to this value.

Sugar has done an excellent job organizing support features into easy to navigate categories right on the home page.

Customers looking for forums, how-to steps, embedded media [...]


Providing top-notch customer service doesn’t have to involve lengthy back-and-forth calls with your users.  It can be much easier. In fact, bad product documentation could be hurting your customer retention. Indeed your help and product documentation is a valuable customer relationship management (CRM) tool that you might be overlooking.  Your documentation increases customer retention and turns your users into product experts whom would never dream of leaving your products. So, it’s more important than ever to seriously consider whether [...]


Among the most critical concerns facing product and support leaders at subscriber based service providers—such as Email Service Providers (ESP), Customer Relationship Management (CRM), and Marketing Automation companies—is the cost of churn. The subscriber based service market is competitive,  to say the least, and taking proactive steps to defend against subscriber churn is essential to your company’s growth, long-term stability, and competitiveness.

Here are 3 steps you can take now to combat subscriber churn:

1) Enable your users to succeed right away

The [...]

Leading open source collaboration platform and leading commercial open source CRM provider combine to enable collaborative CRM for organizations of all sizes.

SAN FRANCISCO, Calif. APRIL 14, 2010 — MindTouch, the industry’s leading open source alternative to Microsoft SharePoint, , today announced that it has integrated with SugarCRM, the world’s leading provider of commercial open source customer relationship management (CRM) software. By bringing these two powerful software platforms together, organizations of all sizes can create dynamic and innovative collaborations across their [...]