Customer Success for SaaS

Lincoln Murphy, the father of Customer Success, defined the area as when the customer achieves the desired result through interactions with your company. Customer Success is a defined strategy to help your customers be successful in using your product.

Although very important, SaaS companies ignore this factor and end up losing customers. Most care about acquiring new customers, while Lincoln Murphy showed that retaining customers is a much more profitable path.

Today we are going to show you how Customer Success helps SaaS companies, the best metrics, and tips on how to engage your customers.

What is Saas?

Sales as a Service (SaaS), is a solution to provide technological solutions via the internet, such as software. This type of model simplifies access to hardware and software with just an internet connection.

SaaS software is managed by the provider itself, making life a lot easier for those looking for a platform to manage e-commerce, for example.

What are the particularities of Customer Success for SaaS companies?

It is the compilation of strategies to help customers obtain value from the product or service they are purchasing. It revolves around your consumer's digital experience, which is the biggest difference between this type of Customer Success and other types of segments.

The CS for the SaaS team has several industry-unique responsibilities, such as tracking user onboarding success, monitoring customer history, and tracking customer health scores.

What tools are recommended for analyzing and improving Customer Success?

Customer satisfaction is not an exact science, but we can use some tools that help when measuring CS efforts. With a solid foundation of data, you can predict behavior and act more confidently on it.

A good starting point is to map the customer journey in detail, covering all points from registration to upsell.

Tips on how to improve engagement

Keeping in close contact with the customer, even if it's just via chatbot, satisfaction surveys, or even solving a problem, always keep the channel open and make them comfortable giving more critical feedback.

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