Customer Success is now an integral part of every business, particularly in the SaaS frontier. Growing businesses tend to be prioritizing more on customer success. In fact, 70% of growing companies believe that customer success is quite important to them. Contrarily, only 49 percent of declining or stagnant organizations say the same.
While it may seem irrational to come to conclusions from correlations, customer success appears to be an important contributing factor to the growth of any business. And more enterprises are starting to acknowledge that an excellent customer experience is what sets them apart from their competitors.
If you want to succeed in the business world you must concentrate on your customers’ success, otherwise, you risk falling behind your competitors. That said, customer success is still quite new, and such, it won’t be easy to jump on board without having much understanding about it.
In this article, we’ll be providing you with seven effective customer success tactics for SaaS companies.
Customer Success: What Is It?
At its core, customer success refers to the business practice that focuses on proactively working with your customers to ensure that their goals are met by using your service or product. It’s the process of foreseeing customer questions or challenges and offering answers and solutions to those issues before they arise.
Critical to the success of your business, Customer Success improves customer loyalty and happiness. And by helping your clients achieve their desired goals, they’ll become your top advocates and promoters. So, you can say that it’s directly correlated with your bottom line since it helps you in reducing churn rates, refining renewal, and satisfaction, thereby boosting revenue.
According to a study by RightNow Technologies, 89% of buyers will purchase from a rival company if the customer experience is bad. Also, the same study revealed that 86% of customers will spend 25% higher for great customer experience. Therefore, even if you have to charge more to devise and carry out a top-notch customer success strategy, do it.
7 Customer Success Tactics for SaaS Companies
Customer success tactics for SaaS companies should be restricted to specific objectives around your consumers. You’ll want to devise systems, processes, and tools that help everyone meet specific goals, as these are quite easy to understand, monitor, and refine. Here are 7 Customer Success tactics for SaaS companies:
1. Proactive Outreach:
When it comes to customer success, proactively reaching out to your customers is a signature tactic. This means you’ll have to call or deliver emails or to your audience and enquire about their experience regarding your service or product and see if your assistance is required. Sometimes this approach can help you obtain insightful actional data.
No matter what action you take, some clients will always churn. It’s still important to reach out to these clients as it’ll help you in understanding why and develop efforts to address churn for others. You may even track trends that lead to customer churn.
2. Your training should be focused on boosting customer success
In the SaaS world, refining your training is an important and effective customer success strategy. This involves simplifying manuals and processes, breaking up functions with clear steps, and making everything you offer (FAQs, walkthroughs, images, videos, blogs, etc.) searchable.
Additionally, you can step this up by framing trainingContinue reading