Customer Success for SaaS
Customer Success is a best-kept secret for growth in the SaaS economy. With the change in business model, the focus has shifted from one-time revenue to recurring revenue.The power has shifted to the customer since he has multiple choices to invest. Hence, focusing on customer acquisition and conversion without giving thought to customer retention isn’t healthy approach.
Customer success isn’t just about delivering better support or Customer Experience. It’s an approach to make customers succeed by helping them achieve the Desired Outcome. Unlike the reactive Customer Support, Customer Success involves proactive Customer On boarding.
Customer Success Managers understand the business objectives for which customer has purchased the product. They help customers with product implementation and engage them to ensure customers get maximum value and ROI.
How does Customer Success help?
- Reduce Churn
- Increase Customer Lifetime Value (CLTV or LTV)
- Account Growth
- Revenue Growth (renewals, upsell, cross-sell, expansions)
- Customer Advocacy