One of the most important things to understand about customer success is what it is not. It is not taking your sales or tech support team and renaming it “customer success.”– Kate Harvey
For this week’s SaaS roundup, we thought we’d try something a little different. With SaaS Customer Success gradually going from nothing more than a buzzword to arguably the most effective method of increasing conversions, eliminating churn and improving overall customer happiness – we thought it would be fun to spotlight some of our favorite SaaS customer success studies, tips, and strategies from the past month. Let’s get started…
Gainsight CEO Nick Mehta has something to say to SaaS and non-SaaS businesses alike, warning that readers outside of the SaaS umbrella may be shocked. Pointing out that many non-SaaS companies long to be “like SaaS companies who know everything their customers are doing and are always one step ahead”, Mehta exposes the truths behind this common SaaS myth. Diving into the subject a little deeper, the article goes on to explain why the situation that SaaS and non-SaaS companies without “usage data” find themselves in may not be as grim as it seems.
If you’re a company without “usage data,” your situation doesn’t look as grim as you might think.– Nick Mehta
Kilterly‘s Chris Arringdale shares five relatable struggles that customer success managers often encounter, and teaches readers how to handle each of them. While SaaS readers are no stranger to lists of this kind, Arringdale’s unique customer success expertise is what really sets this piece apart. Aiming to offer real actionable advice for trudging through common CS quagmires, Arringdale puts his brilliance and good intentions to good use here, earning this article a spot in our carefully curated CS roundup.
By addressing the customer’s specific needs, providing a solution, and remaining calm and collected, your customer is highly likely to be satisfied. A happy customer means a happy business.– Chris Arringdale
Marketing Director Cori Pearce is widely-known for her refreshingly insightful perspectives on SaaS marketing and customer success. Paired with her colorful writing, Pearce makes learning from her experiences simply delightful. A recent entry on the ChurnZero blog sees her outline the most common mistakes customer success managers make when managing their day, and offers highly-detailed tips for side-stepping each one.
Technology is meant to make it easier to go about your day. If you are doing things manually that technology is available to help manage, you are making more work for yourself.– Cori Pearce
Totango‘s Mia Jacobs has earned quite an impressive reputation as one of the blog’s most active writers. Gearing last week’s article toward SaaS customer success professionals, Jacobs teaches her readers how to collect customer data, and how to use it properly. Jacobs warns CS managers not to underutilize their
Don’t underutilize your data. Reap its full value and give your customer success team the customer success platform they need to make smarter decisions and optimize the customer experience.– Mia Jacobs
In order to constantly provide amazing products and value to your customers, the majority of SaaS platforms require constant updates and new feature releases to keep up with rapidly-changing customer needs. For customer success teams, this can mean a lot of things. While rolling out an ongoing schedule of training and customer support is a must, the issue becomes more complicated when you introduce the fact that some minor bug fixes or patches may not need full-scale training, and others may require substantial support. To help customer success teams cut through the confusion and be more efficient, Teresa Becker of ClientSuccess shares five best practices to keep in mind when training customers on new product updates.
With the right training process and resources, customer trainings can become just another step in ensuring smooth, long-lasting customer relationships.– Teresa Becker
Thanks so much for joining us for another SaaS roundup. We hope to see you here again next Monday!