In today’s world, businesses enjoy easy access to information on every aspect of their operations. Customer success metrics can be immensely valuable for a SaaS provider and are an integral component of customer success management. But not all activity or measurable phenomena are guiding lights of business intelligence. To measure customer success accurately, SaaS businesses…
It’s easy to think of customer success management as an ongoing dialogue between a SaaS customer and an assigned Customer Success Manager (CSM). However, this mindset highlights the critical difference between account management under a traditional sales model and the type of relationship-based customer success management necessary for SaaS company success. Customer success results when…
Increasingly, businesses are using customer success initiatives to ensure customer satisfaction, goal attainment, and growth. The benefits of customer success for SaaS companies, in particular, are clear: when companies increase the focus on delivering value to customers, it’s easier to retain subscribers. A well-managed customer success program can reduce churn and add new customers based…
Customer success is an ongoing process that requires hands-on management at every stage. At its most basic, customer success seems simple: its focus is delivering value to customers that can be measured in terms of optimizing customer productivity, increasing revenue, or several other goals. In practice, however, customer success is complex and challenging since customer…
If you are a SaaS provider, you’ve likely heard lots of buzz about customer success. You know that ensuring customer success can help retain subscribers. But how do you measure customer success? What metrics are essential for your product, and what results are critical for your customers? The answer to these customer success questions and…
Customer success is a crucial consideration for businesses that provide solutions through a SaaS model. When customers use your service and derive measurable value, they remain as customers and present opportunities for additional revenue. Businesses can best measure through customer success metrics. Several metrics provide insight into the many factors that determine customer success. These…
Customer success is an exciting and relatively new concept in business. To be sure, the goals of a customer success initiative have been around for many years. Companies have long understood the importance of delivering value to a customer, and successful sales professionals know that it’s much easier, and cheaper, to nurture a relationship with…
So, you’ve nurtured and moved a lead through your sales and marketing funnels and turned a prospect into a bonafide customer. Someone’s purchased your product. The transaction’s been completed. You’ve secured a sale. That’s the end of it, right? Wrong. Most customer success managers think that the customer journey stops here. But this couldn’t be further…
Business success and growth can dilute the ability to measure and optimize customer success. The larger a customer base grows, the more difficult it becomes to clearly and efficiently observe whether or not customers are reaching their goals for your product or service. Customer success can seem like it is a human-focused component of the…
SaaS businesses often have difficulty managing and improving customer success. There are several reasons for this difficulty, but the main obstacle is often a lack of customer engagement with the provided solution. Prior to cloud innovations and delivery of software in an “as a service” model, technology solutions providers could sell a software license and…
