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!
Understand your customers interactions with your product and make informed product success decisions.
Define and track onboarding by phase, user progress, account, and portfolios.
Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Handle this critical component of the post sales customer journey.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Get a complete view of your customer and all their moving parts.
Deliver consistent customer experiences and repeatable success.
Create the right scoring system for your organization.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Track your tasks easily by account, product, and outcome categories for better efficiency.
Create dynamic segment across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Automate your actions, alerts, playbooks and more.
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.
Improve decision making and actions for enhanced outcomes.
Unlock value from your data with our embedded Business Intelligence solution.
Meet the industry’s first virtual assistant (SIA) designed for customer success and account management.
Our core values, team, and community
Get in touch anytime.
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.
Do you know that there are different stages of a startup? In this blog, we try to decipher the various stages that startups typically go through.
Hearing stories about 18-year-old college dropouts turning their dream into reality and sailing the success boat is endearing! Such stories are quite inspiring and serve as motivation for many to start and build their businesses. While it is a major step to get up and start, the next question in line would be ‘what stage is the startup at?’
What stage is the startup at? Well, this is a question that most startup owners are asked, but how do you know what stage you are at? Are you having the same question about your startup? Do not worry. this blog will help you understand the different stages of a startup. Reading this will help you identify where you stand.
There are four key stages that every startup goes through, and they are –
This stage is also termed the discovery stage or the identification stage. This is an especially important stage, especially for SaaS startups. This is the stage where you identify an existing problem and understand how your product or service solves the problem. This is the point where you do a lot of research and try to understand different perceptions about the problem. You will have to get involved in discussions to understand the problem you intend to solve.
This is the stage where the following things happen –
This is also the stage where you will have to identify the possible risks and challenges to your business. You may have already come up with an excellent business plan, implementation timeline, and also profitable marketing strategy; however, you may not have emphasized the importance of customer success at this stage. This could be a major risk and hamper your business’ growth. Planning for customer success from the initial stage is immensely helpful in aligning it with your core operations. Other risks may arise due to the lack of funding and the inability to find the right talent.
Once you have completed the background work during the pre-startup stage, your next task would be to put it all into action. The startup stage is also called the problem/solution fit stage. It is a memorable phase for most startups as it is the starting point of long-term relationships. As a SaaS startup, your biggest task would be to land your first customer. One of the most important things to note here is that your first customers could be your potential brand advocates and loyal customers as well. Keeping this in mind, you should focus more on providing them with the best service rather than planning for the next stage, i.e., scaling and growth.
Along with an opportunity to reach the next level, the startup stage also has several risks. For instance, there is the challenge of approaching the wrong set of customers. When you approach the wrong set of audiences which are not interested in your product/ service, your efforts to gain traction are negatively impacted.
Another challenge could be the inability to attract enough customers to keep your cash flow running. Without the payments coming in from customers, it is difficult for startups to manage growing finances during this stage.
Overspending on customer acquisition is another major risk in this phase. As we have already discussed, the startup stage is where you build relationships. For this, you must focus and allocate your resources for bettering the product/ service. This should be the priority rather than overspending on new customer acquisitions.
Note: The initial success due to a good response from the initial set of customers could tempt you into considering premature scaling. But resist this temptation. According to Startup Genome Project, startups will require a lot of time to validate their market. Founders who underestimate this end up failing to grow.
The next stage is the scaling and growth stage. This is the most important stage in your journey as it is the phase of expansion of the business – it is the stage where you go from being a startup to becoming an enterprise. If you find yourself in this stage, congratulations!
In the startup stage, you have already strategized and fixed the processes that work best for you. You have also established yourself in the market. Now, your next step will be expansion. You will do just that in the scaling and growth stage.
While your focus is on generating revenue and keeping the cash flowing in the startup stage, the scaling and growth stage is about profit generation. At the same time, your SaaS business will have to accommodate increasing capital requirements to support the aggressive scaling and customer acquisition.
As a SaaS startup, you will have to understand that the scaling and growth stage can be very expensive. You need to invest in several things, including marketing, customer acquisition and retention, scaling, and aggressive hiring of top talents & tools for SaaS startups. You must allocate decent funds for these tasks. However, make sure that your expenditure does not scale faster than the revenue.
You may also face several risks that could potentially hamper your growth. One such challenge would be the emergence of competitors in the market. As you grow and your product/ service becomes a success, there is the threat of competitors mimicking your offer. Having a robust business model for handling this threat is helpful.
Hiring mistakes and the inability to manage the resource could also be a major problem at this stage. This will not only slow your growth but will also impact your company culture. To handle this, make sure that you hire the right executives with the right leadership qualities to inspire and motivate the rest of the team.
The next stage is the maturity stage. This is when your customers know about you and the product/ service they bought. You may not see the dramatic change you have witnessed in the growth stage, where your numbers increased significantly. While the growth is comparatively slow in this stage, you must keep it going. You will have to come up with new ways to keep growing.
The best example is Apple. When it hit the maturity stage, the tech giant diversified its products and services and also expanded into newer markets. Following a similar approach, you should be able to improve your offering by adding new features to it.
Like the other three stages discussed, the maturity stage also has certain risks and challenges. One of the biggest challenges would be market expansion. Expanding into markets that are not ready for your offering would be a mistake and cost your resources.
Key resources leaving the company is yet another challenge. This could impact key decision-making as well as the morale of the team members. Therefore, it is important to reduce attrition as much as possible.
This is the stage where you will notice a major shift in your company’s activities. But once you have attained stability, you take the prime spot! Your competitors look up to you and so do your customers. Therefore, you need to maintain the balance, and keep growing your core business. At the same time, it is also advised to have an exit strategy handy.
Be it a SaaS startup or a product startup, you will find yourself in one of these stages, and to reach the next stage in your startup journey, you should focus on customer success. Customer success has taken the front seat in determining a company’s success.30
Trying to build stronger customer success? We can help you! Contact for more information.
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 May 17, 2022, Updated February 28, 2023
Embark on a transformative journey with the SmartKarrot-Quint partners...
09 Feb, 2024
Explore the transformative power of omnichannel strategies in today's ...
06 Feb, 2024
Unlock the potential of AI's Predictive Analytics in Customer Success,...
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.