When you do not automate customer success, you leave things to chance. You have hundreds of thousands of product users spread across the globe, operating in different time zones, and belonging to different stages of the customer lifecycle. It can be daunting for you to keep track of every milestone, every customer relationship, and every escalation. …
Customer success as the name suggests is about your customer’s success. And this success goes beyond mere satisfaction and maximum usage of your product and Customer Success Program. It needs to be defined from the customer’s point of view. How does your customer describe a great experience? What are the goals they are trying to…
When a new customer begins using your product, they are not completely convinced until they start realizing the value from it. Onboarding is not just about getting your customer familiar with the product. It is also about hand-holding the customer in the initial usage which fits right in their context. They need to start finding…
Desired outcome is a very common phrase – in fact, every act of ours, even just a walk, has desired outcome for us. But its meaning turned on its head when it came to be associated with SaaS businesses and customer requirements. Initially, everyone went giddy with the phrase – and thought of it as a…
Client onboarding is the phase when you start building a relationship with your client. It is the time when you get a chance to create a positive perception about your company in your customer’s mind. The best way to avoid any confusion or missing out on any step during onboarding is to follow a client…
With a subscription based business model, it is of utmost important that you provide a delightful customer experience in every interaction with your clients. That is the only way to make sure that your client stays for long term with your business. Getting started with a client in the right way is most important in…
As B2B companies are on the verge to innovate their respective business models, they have come to learn more about the interminable power the customers have. With the convergence of data availability and business needs, these innovators are taking a notch up beyond the mundane support and service and proactively driving enterprise customer success. To…
It is a well known fact that any new practice takes 21 days of repetition for it to become a habit. Onboarding for SaaS is no different than that. You might be looking at the customer from within the scope of your own company or product. So, while using your product sounds quite natural to…
Every SaaS company needs a customer success plan to ensure customers are achieving success with a need or problem they have. Otherwise, they will churn, and revenues will drop. A customer success planner can make sure that customers are following a well thought out plan that has no cracks that a customer can fall through. Customer…
Are you looking to set up ‘KRAs for your customer success managers’? It is highly likely that you are in the subscription business. Well, let’s reword that. You are in the ‘relationship’ business. In the SaaS world, your customers are paying for the experience that your product, services, and people offer. And if that experience happens to be a good one, then…
