Upload
mark-silver
View
25
Download
1
Tags:
Embed Size (px)
Citation preview
The Customer Success Challenge
● Customer Success is increasingly becoming the crucial cog that keeps the SaaS machine running
● SaaS companies need a good customer success team to ensure efficient onboarding and steady renewals
Burdensome Onboarding● With roadblocks clamouring for
attention, it becomes easy to forget that the SaaS application can solve pressing issues for the customer
● Customer success managers don’t have an easy platform to demonstrate product features and the value they can bring
Overwhelming Support Requests● As human interaction with
software increases, unfortunately so does the need for support
● Users should have the means to get their questions answered immediately, without having to call customer support
The Churn Demon ● What causes churn?
○ promised value that was not realized ○ unsatisfactory interactions when getting
assistance ● Recognize the high value of a long-term customer● Provide proper onboarding value transmission-
translate promises into reality● Encourage adoption- the user needs to use the
software to reap its benefits
Software Upgrades and Updates● An inevitable aspect of software solutions is the need
for consistent software updates ● Updates can be time-consuming, frustrating, and
result in a loss of productivity ● Provide clients with upcoming updates and their
improvements so that they will be ready and excited for the new update
Renewals, Cross-Sells and Up-sells
● Improve the ‘Total Lifetime Value’ of a customer (TLV)
● The problem for customer success managers is balancing company interests (sales) with that of the clients (value)
● A customer success manager should monitor client behavior to find opportunities for cross-sells, up-sells, and/or renewals
The Do’s● provide customer success managers with the tools to
demonstrate features● employ instruments that allow clients to get self-help● translate value promises into reality● gives clients a heads up on software updates and
upgrades● monitor opportunities for cross and up-selling, and
renewals
For more tips on improving customer success, visit the ‘Successfull’ blog by
clicking the logo below, or going to successfull.walkme.com