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Understand your customers interactions with your product and make informed product success decisions.
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Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
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Customer Success is the key to growing your SaaS business. Here are some frequently asked questions (FAQs) and their answers on customer success.
It’s a powerful, emerging marketing tool – customer success. While everyone wants it, not everyone is sure what exactly it is all about. Weren’t we providing customer support and customer service all this while, they ask. Well, yes, but no, customer success is not the same as customer support or after-sales service. And to clear the air about more such misconceptions, here are concise, to-the-point answers to the top 10 customer success FAQ.
It’s the key to growing your business by keeping your customers happy. In the digital world of endless options for customers, how to ensure your customer stays with you and doesn’t churn? Invest in customer success. It is the go-to business growth opportunity today, and it is about anticipating the customer’s needs and demands, challenges and providing immediate solutions. A good customer success strategy will keep your customer happy, which means high retention rates, which in turn means an increase in your revenue. Be it B2B or B2C, a subscription model of business, or any other, customer loyalty is the biggest gain for companies from customer success. One survey estimates that newer companies prioritize customer success 21% more than their established counterparts and are gaining from that.
If done timely and logically, the above things will ensure your CS strategy becomes your growth machine, propelling your brand’s value, expansion, and revenue generation.
Many. In today’s age of customer-driven economy, your CS strategy can make or break your business. Since it is a relationship-focused business approach, having a strong CS strategy attune your entire organization towards customer needs and demands will also show how to develop future products or services. A thought-out CS plan will ensure you travel with the customer right through his journey with you by
SaaS, more than any other field, needs a solid customer success plan because that’s what will give you an insight into how, if at all, a customer is achieving his milestones using your software. Plus, it’s essential to walk your customers through their pain points towards product adoption.
CS in software can enhance customer experience, predict and prevent churn, foster advocacy, drive upsells, and improve overall team efficiency.
Customer service’s most fundamental difference is it is reactive after-sales support to alleviate customer’s distress beyond the point of sale. In contrast, customer service is a proactive plan to ensure the customer doesn’t face any difficulty, to begin with. Customer service’s primary concern is to fix a customer’s problem. But customer success draws up plans to understand and personalize each customer’s required support to help them use your service or product to reach their desired business outcomes.
CS is a continued practice, an organizational flow of events that reaches out to the client. So, not only must all departments align to the customer-first thought process, delivering value to the customer should be topped up with ensuring they know that they are receiving that value. But this will not happen if you fail to:
Analytics can go a long way in giving a score to your customer’s value from your service or product. Setting the correct KPI is the key to a rocking CS strategy, maximizing value for customers, reducing churn, and optimizing retention scores. So, what are those KPIs?
A customer success manager focuses on ensuring each customer using your product is getting the tools and support promised by you to achieve success. So, a CSM should have an in-depth understanding of the company’s products as well as the customer’s needs, so that he can translate them both into helping the customer achieve success, and in turn, the company, customers. So, a CSM needs to:
In today’s digitalized world, tech is a must to drive business. And one of the smartest buys for companies, especially SaaS ones, would be to invest in an intelligent customer success platform. An actionable customer success software can map and measure everything from onboarding to adoption to UI and CX to engagement and retention. The CS platform that gives a score to all these metrics will help you understand where you stand vis-a-vis your customers. It will help you deliver a better customer experience by nudging you in the right direction. The right platform can give you a 360-degree view of the customer.
It does – in the sense that it helps with fast, real-time solutions for customers. Intelligent data and analytics are the superpowers that give you a competitive edge in the market. AI can help provide customers a contextual next-best set of actions to achieve their goals. Easy configurations and multi-channel touchpoints can make for great UX, whereas automated playbooks can help give the customers consistent best practices from onboarding to advocacy.16
You can also automate team workflows, ensuring consistent outcomes. Automated, personalized, contextual dashboards can help the team gain efficiency and scale your operations by giving them all they need to help the customer achieve his desired outcome at their fingertips
Rohan has over 11 years of experience in client services, marketing and hospitality field. Previously, he was head of digital marketing for a hi-tech mobile application. Rohan is driven by new challenges and the possibility of making an impact on individuals and businesses.
Published 30 Jul 2021, Updated 30 Jul 2021
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