Customers Success: The Role Of Customer Success

Customer success is a necessity.

For your SaaS business to survive, your team must focus on solving the consumer’s problem.

Lincoln Murphy, founder of Sixteen Ventures, defines it even better: “Customer success is when your customers achieve their desired outcome through their interactions with your company.”

So, how are you serving your customer? What keeps them satisfied with your solution?

Customer success isn’t a lonely department. It should be engrained in every employee’s position. Work with your entire team to fully engage your customers and to add more value at every stage of the buyer’s journey.

Let’s explore the role of customer success.

It Takes A Village

Justification is one hurdle for associated with customer success. Senior management will

It should focus on how every team member can help customers reach their goals.

The image below depicts hows Mike McKee of Rapid7 structures his customer success team. It shows how the company “sells a contract, deploys its software, engenders adoption and expands accounts.”

Avoid pinning customer success to one particular team. Prepare everyone to take part in the customer’s journey.

Sarah Brown, growth marketer at ServiceRocket, suggests investing early in customer success:

“There’s no such thing as too early for starting to define a Customer Success model — in fact, it’s smart to think about it as soon as you do a customer acquisition model. This may start as: “How do we do great customer onboarding, promote adoption, and deliver value in the first 30-60-90 days?”, and then scale into a full-blown Customer Success program over time.”

Before the Sale

In this new era of shopping, customers have more information at their fingertips. They surf the web diligently and compare prices at their leisure.

To stand out from the competition, start engaging your prospects with value. That translates to offering details about your product’s benefits