If your SaaS company hasn’t leapt on board the Customer Success train yet, it’s likely due to “focusing on other things,” or “we don’t have the budget for that right now.” But prioritizing a customer success program pays big dividends in returning revenue – so much so that it’s gaining the reputation as the ultimate growth hack. That’s not hype – Customer Success is how SaaS businesses raise retention rates and increase referrals while paving the road for cross-sells and upsells. Creating customer success within these types of organizations is never easy, but it has to be done.
The acquisition may get the ball rolling, but retention is where the big money is. Big, sustainable money that costs less and less to make. And, this alchemy only works when customers achieve the successes with the product or service that they’d hoped for upon signing up. Customer success programs are a large factor in reducing churn and helping increase long-term customer retention. As the Global Director of Customer Success at ZAP (a business intelligence tool) I have had the pleasure of creating customer success and customer advocacy at an organization that has never had a post-sales function before. In the Creating Customer Success Podcast, I will be chatting with Daniel Cattini and Alex Truman all about how I have done this at a previous organization, but more importantly how to create customer success at a company that had no idea what customer success was when I first joined. Have a listen to the whole episode below and let me know what you think in the comments below.
