On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with George C. Huang, Director of Customer Experience and Success at Remo , a tech startup behind Remo Conference, an interactive videoconferencing platform for creating interactive online experiences that rival live, in-person events.
SaaS solutions aren’t going away anytime soon. 90% of new startups fail. 75% of venture-backed startups fail. Under 50% of businesses make it to their 5th year and only 33% of startups make it to the 10-year mark. No, these stats might not be the most positive, but today’s topic is going to focus on the 10% of startup success. Particularly the success of Remo, an immersive video conferencing tool that helps you create powerful webinars, live Q&As, and conferences. Remo has been a part of the 10% of startups that have succeeded. They have recently gone from 0-$5 million SaaS revenue within a span of 3 months without any VC funding and a large part of their success is directly related to Customer Success and Customer experience. They have scaled and grown as an overall business but particularly as a CS organization over the last 3 months, which is such an exciting story!
A large part of Remos’ success is directly related to customer success and their customer experience. They have scaled and grown their business but specifically their CS organization over the last 3 months. I chatted with George on how focusing on CS from the beginning can lead to astronomical growth.
In our discussion Adrian helps answer some of the tricky questions when it comes to scaling customer success quickly:
- What are some of the KPIs that your CSMs are held accountable for? Has this changed due to your growth?
- How can businesses that are not seeing as much growth due to recent events change their CS tactics to see growth?
- Looking back at the growth you guys have experienced, what is one thing you wished you did earlier with the CS team/process?
Some key takeaways from this discussion:
- Once people start buying your product, you need to invest in the time to onboard, adopt, listen to them, and get them to understand the value of your product.
- Be a company that genuinely cares and wants to know how its customers are doing
- Implementing Tutorial Tuesdays and Success Labs – this enabled larger numbers of customers to join and explain their frustrations, and complaints and how the company could address them, it enabled them to really understand how the customers are responding to the platform and how to improve it.
Make sure you listen to the full episode and let me know your thoughts in the comments!
