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The Complete Guide
to Customer
Success for SaaS
Companies
The Complete Guide to Customer Success for SaaS Companies
– 2 –
Index
01.
What is Customer Success?
02.
Why is Customer Success important?
03.
What is Churn?
04.
How to Calculate NPS
05.
How to Shape Customer
Retention Strategies
06.
A Smart Way to Manage SaaS
Customer Support
07.
Enhance Your SaaS
User Experience
08.
How (and When) to Automate
Your Customer Success Process
09.
What Customer Success Managers
Actually do all day?
The Complete Guide to Customer Success for SaaS Companies
01.
What is Customer
Success?
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The Complete Guide to Customer Success for SaaS Companies
– 4 –
What is Customer
Success?
An introduction for SaaS Companies
When you sell a coat or a bar of chocolate, customer success isn’t
necessary.
Those are simple, self-explanatory products that everyone knows how
to use.
Even with things like a new vacuum cleaner, customer success isn’t
required. A user manual and a hotline is as far as most things go.
With your SaaS product, however, it’s not going to be so easy. Complex
analytics platforms, SEO tools, and landing page creators can be set up
and used in a variety of ways, solving different problems for customers
from marketing agencies, e-commerce stores, factories, and farms.
For software companies, the golden days of unbreakable contracts
and technical lock-ins are gone. The industry has diversified, and
there are a lot of companies your customers could be choosing over
yours, with more attractive branding, master salespeople or better
customer success.
When your product needs follow-up and guidance to ensure the customer
gets full value, that’s when customer success becomes a must-have.
The Complete Guide to Customer Success for SaaS Companies
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This is because a customer who speaks to your sales team or reads your
landing page is sold on the benefits, not the features.
The customer knows your product can solve their problem, but not
exactly how to get that value.
What is
Customer S