No matter what product or service you offer, seeing a new customer experience success with said offering is what it’s all about. First of all, it’s proof positive that your service provides the value you’ve aimed for it to provide. More importantly for your business, helping your customers succeed will …
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A few months back, I completed my 4th year in the Customer Success world. When I look back to the old me, I feel that I have learned a lot as a Customer Success Manager (CSM). Like all other roles, this one has its own challenges but there are a …
Did you know that the difference between ordinary and extraordinary companies is 70% MRR? Ordinary companies have around 60% MRR retention while extraordinary companies have 130% MRR retention rate. That is a massive difference which can either lead to stagnant growth or exponential growth of the company. I bet you …
If you own, manage or work for a Software as-a-Service (SaaS) business, you are embroiled in quite a heated competition on a daily basis. A number of subtleties have the potential to make a difference in your company’s bottom line. In particular, customer success matters a great deal. Let’s take …
Who is this post for? Customer Success Managers (CSM) and Leaders in a B2B SaaS company who are handling medium to high-touch customers. Being a CSM, you might have faced the situation when you receive a call from your customer to inform you that they will not be renewing their …
Onboarding, Onboarding, Onboarding! Why do we write so many articles on onboarding? Having the right onboarding process can change several things for your company. How well the onboarding process is, has a major impact on renewal rate and even the upsells. Customer onboarding has several other advantages: Customer onboarding experience …
Several studies have shown that successful customer onboarding is one of the most crucial pieces to make a customer renew their contracts in future. Though every company will have a different customer onboarding process as per their requirements but there are some basic things every B2B SaaS company should follow. …
A few months ago, we hosted a customer success meetup in Bangalore where several Customer Success Leaders shared their learnings and insights. We kickstarted the meetup by discussing Moving from reactive support to proactive success. For this discussion, we had an expert panel comprising of: Nimesh Mathur (Director of Customer …
TL;DR A single customer health score is not ideal for a B2B SaaS business. The best practices for configuring a health score include Monitoring the right metrics, i.e., don’t mix support signals with product adoption signals Measuring leading indicators with short lookup windows Having a simple risk strategy, i.e., poor …
Customer segmentation has become vital to provide a holistic customer experience. When a company is small (< 100 customers) and is setting up the customer success practice, customer segmentation may not seem that important. There would be a small number of customers who can be managed, by a small customer …