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Customer Success Strategy

In SaaS economy, the success of a business is dependent on how successful your customers are. A customer is successful once he achieves the Desired Outcome through top-notch customer experience.

Customer experience is a sum total of all the touchpoints a customer has with your brand. In subscription economy, every day is an opportunity for churn. It’s essential for businesses to follow a strategical approach the moment a visitor is converted to a lead in the system.

For an effective success plan, you can segment and prioritize the customer base on the basis of:-

  • Business Problems
  • Geography
  • Industry type
  • License/Order value
  • Product Type
  • Plan type
  • Product Usage

Once the customers are divided into groups, it’s time to make a complete plan.

  • Understand what success means to the particular customer
  • Define Customer Success Manager’s metrics
  • Set realistic goals on the basis of CSM metrics
  • Empower CSMs with Customer Success Tools
  • Effective Onboarding
  • Focus on delivering the first value at the earliest
  • Monitor the Account Health
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