What is Customer Success? Imagine the lifecycle of a typical SaaS software customer. The chances are that he/she would transition through the following stages: Customer Onboarding: This includes registration, activation, environment configuration and the initial training required to access the software. Customer Handholding: Here the user is walked through the software modules and …
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Congrats on deciding to set up a customer success management practice at your StartUp. You have decided to invest in customers, helping them derive more value from your product. But the question remains — where to begin your customer success plan? This 90 days customer success plan will help you set up …
Have you been recently hired as a first Customer Success Manager (CSM) in a SaaS company? If you are the first CSM, it can be a challenge to make the first 90 days’ SaaS customer success plan. It can be a daunting task to determine the right tasks that you …
Running a SaaS business is not easy. Especially if your just filled bucket starts leaking. It becomes an impossible task to achieve profit targets while your company suffers a high SaaS customer churn rate. Customer churn is a major problem that requires immediate attention. It is also a big de-motivator. …
Customer Success is a newer concept for most SaaS businesses. But the pace at which the market is evolving, it’s the need of the hour. In the last few years, the market has shifted its focus from being process oriented to being customer oriented. So, now your customers are the …
Now that you have understood why SaaS companies need a customer success manager, it’s important that the customer success manager (CSM) you hire is a rockstar. The growth of your company also depends on how effective and efficient your CSM is. Most rockstar CSMs have a few common traits that …
How do you know whether your company is growing, stagnant or on a downward trend? Knowing where the company stands is important because it will help you take steps to make sure that the company moves in the right direction. Instead of just making a guess about the current situation …
Customers who aren’t fully engaged after 90 days don’t stay customers very long – Sixteen Ventures In the hyper-competitive SaaS world, no matter how high your growth is, if you are unable to control your churn rate, it is difficult for your company to sustain. Having high growth along with high …
What’s one thing that SaaS companies have in common other than subscription-based business models? Yes, you guessed it right. Customer Success. Customer Success is a relatively new field for growing SaaS business. We keep coming across people who are unsure of how should they build customer success at their companies. …
Getting the budget approved for customer success No one makes business decisions worth thousands of dollars without a foolproof business case. And setting up customer success is a decision worth more than that. However, the business case for customer success is mostly straightforward. Especially, if we use the existing churn …