We hear a lot in Customer Success about Voice of the Customer (VOC) but Debbi Stanley, CFRE, Vice-President of Sales & Customer Success, Rallybound feels there is a more important term – VOD or Valley of Death. So what is the Valley of Death (VOD)? Assume your sales has just …
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As the world is moving towards a subscription economy, all the post sales functions (customer onboarding, customer success, customer support, renewals etc) are increasing in importance. Out of all the post-sales functions, customer onboarding is one of the critical functions that decides how fast your company will grow. No …
The secret of successful managing is to keep the five guys who hate you away from the four guys who haven’t made up their minds. — Casey Stengel What is Customer Success? Is it maximization of value to the customer right from onboarding to the stage where the customer becomes a product …
Renewal rates are the lifeline of any SaaS company. The growth of any SaaS business not only depends on new customers but also the renewal rate. High renewal rates provide a stable revenue source every month which helps you to focus on upsells, advocacy, and acquiring new customers. It will …
Right customer onboarding is one of the important factors in determining whether the customer will be successful or not as the highest churn happens during the onboarding process. There are several types of customer churn and an onboarding specialist can actually reduce the customer churn during onboarding. “The seeds …
Every SaaS company knows how important Customer Success is and what results it can bring if implemented properly. However, since it is a comparatively new field, there are many different ideas, thoughts on how one should be building a customer success team so that it can have a big impact on …
Why is it critical to reduce the onboarding time? Let us start from the basics. As we know, in the B2B SaaS space, customer onboarding is one of the major tasks that needs to be focused on. The effectiveness of customer onboarding decides how successful the customer will be in …
It is a fact that the amount of excitement that surrounds the SaaS space makes every other space look dull and boring! And I love being right at the centre of SaaS! I am sure, you do too… right? But under all the showbiz, it is a hard business to …
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 …
Congrats on deciding to set up a customer success management practice at your SaaS business. 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 …