Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
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.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
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 e
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.
As a SaaS business, managing your customers and their success journey is a scrupulous task. Even if you can handle it all very beautifully today, how will you automate for Scaling customer success management with 2X or 3X growth tomorrow?
That’s where customer success automation comes into the picture.
It puts on auto-pilot all the things that are repeatable and robotifiable – such as customer-related coordination, executing standard operating procedures, and monitoring day to day metrics.
That way, it helps you and your team save time and energy for things that matter – such as solving a problem, improving a customer relationship, and expanding coverage in an account. When you have such a bandwidth to do more, you are in a better position to welcome a new bunch of customers quarter after quarter without stressing out your delivery and operations teams and risking your business reputation.
So, what are the top activities to automate for scaling customer success capacity like never before? We have put together a list of eight such things.
After you sign a new sales contract, is your customer left wondering about the next steps? Scaling customer success is essential to ensure you can treat every customer well – not just the large ones.
Using customer success automation tools, you can schedule a standard dialog with all new customers, auto-assign a customer success manager (or account manager) based on specific rules, and send how-to videos and resources.
It will help your customers know what to expect next, and they will be better aligned to walk the path with you.
How users interact with your product in the first thirty to ninety (30 to 90) days after a SaaS product’s implementation is crucial to set the tone for your relationship with customers. User adoption is vital to overall ROI.
Through customer success technology, you can set in motion a series of adoption and user training modules such as product feature deep-dives, troubleshooting guides, and user-specific courses (reporting guides for the power user, configuration guides for the admin, quick-start guides for the business user).
A customer is as happy as the percentage of promises you fulfill. In the B2B SaaS industry, your customer contract and whatever you commit in it are sacrosanct. Costs of missing the milestones are incredibly high and have a cascading effect. Scaling customer success is thus very important for your vendor reputation in the market.
Automate customer success to identify and track Service Level Agreements (SLAs), and project deliverables by specific milestones across all your customers. This way, you can monitor every customer-specific obligation and meet the same on time.
After the initial high-touch phase with your new customers, the relationship begins to stabilize. But that’s when many vital signs start to go unnoticed.
Through a holistic customer success software integrated with your SaaS product interface, you can track when the users logged in last, the degree of usage per user, and the time spent on different features. You can also set up alerts for a prolonged absence of use, or overutilization of the product, and share these with the account management teams responsible for customer retention and development.
In a world without customer success automation, how do you track the day to day account health? Every hour, dozens of support tickets are raised and resolved or escalated! Asking your customer service reps about the status quo with a particular account is not the best way to scaling customer success capacity.
When you automate customer success, you will get a real-time, and summarized view of customer service health across the lifecycle – insights which you can use for effective customer relationship management.
Nobody likes to seek responses to survey questions from their customers over the phone. Contacting hundreds of SPOCs (single points of contact) across your customer base, and getting answers to your survey can be tedious and time-consuming if managed manually.
Your quarterly Customer Satisfaction Index surveys can be automated easily via customer success solutions. You can program the system to send first-level requests and second-level reminders, thereby receiving the bulk of your responses while you sleep!
Your customer marketing may be operating unaware of the situation on the ground. If so, there is a high risk of accidentally sending an email to a “Do not touch” customer or missing a very probable cross-sell opportunity. You can prevent all of these if you automate customer success.
Go ahead, and design marketing flows based on customer health status and product usage signals. This way, you will scale up your ability to send targeted marketing campaigns to decision-makers, influencers, and general users about product enhancements, new launches, UI revamp, and more. You can then also leverage the holistic customer view to generate impactful case studies and win industry references.
It is dangerous to send an invoice when the implementation timeline has gone awry. Similarly, it is foolish to miss a renewal opportunity to your competitor just because you couldn’t track contract expiry. Every business has to tighten its grip on such customer management processes -after all, they fetch the balance to your bank!
Automating customer success ensures you don’t miss out on customer invoicing dates, opportunities to upsell or cross-sell and generally follow the clock on your accounts receivables, no matter how large is your customer base. It not only improves your cash flow but also enables organic business growth.
Customer success is as much about people and relationships as it is about numbers and bottom-line impact. Automation of your customer success processes provides your team valuable insights about customers, which they can zoom into at any given time, and get a better perspective before a customer meeting, or an upcoming contract review. At the same time, it helps in optimizing your team’s bandwidth and enables them to do more with their time.
The idea is to empower your teams as you grow, rather than overwhelm them. 26
The more equipped your customer success teams are, the better are your chances of experiencing the exponential growth that happy customers always bring.
Rakhin has over 10 years of experience driving business development and client services. In his prior roles, he stayed close to customers to understand their requirements and help them achieve their business goals. He is passionate about customer success.
Published 6 Jul 2020, Updated 27 Jan 2021
What changes do you need to incorporate into your customer success/acc...
27 Sep, 2022
Customer success teams always try hard to improve customer health scor...
23 Sep, 2022
Here is a list of free NPS software and NPS calculators that are avail...
22 Sep, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.