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…
Customer success is a business activity that touches every part of a SaaS provider’s operations. A customer success manager (CSM) ensures customer satisfaction, encourages optimal use of a SaaS product, optimizes product adoption rate, and helps customers identify goals and track value derived from product use. Through these and other efforts, CSMs help a SaaS…
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 management involves building customer-focused relationships that are collaborative, goal-focused, and able to adapt as customer needs evolve. The customer success process must also be highly scalable, as SaaS company success depends on the ability to operationalize meeting customer goals, ensuring use, and optimizing processes to keep customers subscribed. Several skills are essential for…
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…
SaaS companies rely on customer success for their own success. Customers have more choices and opportunities to move on to a competitor’s product or service, thanks to the SaaS subscription delivery model. This relatively new way of selling and providing customer service makes it crucially important to remain completely in-step with customers. Not only are…
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…
SaaS companies tend to keep a close eye on churn, as it indicates a measure of failure: customers who try out their product and decide it isn’t worth continuing to pay for. However, as it turns out, there is a category of accounts where the customer is not entirely satisfied, nor seeing enough value, but continues paying…
