Companies that have achieved remarkable success in the SaaS field, such as Salesforce, HubSpot, Slack, and Sansan, have one important thing in common: a list of armenia consumer email focus on customer success. In the SaaS business model, the relationship with the customer begins when they purchase the product, and subsequent customer engagement is key to brand growth and sustainability.
At the heart of this business model is the value customers get from your product or service. Maximizing customer success increases LTV, expands up-sell and cross-sell opportunities, and drives referrals from existing customers to new customers, accelerating business growth.
In this article, we'll explain in detail the basic principles of customer success, its importance, its role, and onboarding design for SaaS business managers.
What is Customer Success in SaaS Business?
Customer Success provides ongoing support to help customers achieve the results they want. In SaaS businesses, customers are likely to abandon the service if they don't get the results they expect, which is why the importance of Customer Success is immeasurable.
Customer Success, which lies at the heart of any SaaS business, is often confused with customer support and sales, but each has its own unique role. Here we explain the differences between these functions and the role of Customer Success Operations.
The difference between customer success and customer support
The difference between customer success and customer support
Customer support is the department that handles specific inquiries and problems from customers. For example, if a customer has a question about how to use a product, customer support will answer that inquiry quickly and accurately. Customer support is essentially "reactive" and starts working after a customer inquiry. The main goal is to improve the efficiency of problem resolution and customer satisfaction.
Customer Success, on the other hand, is about preventative and planned actions to promote customer success. Customer Success takes a proactive approach, identifying customer issues through data analysis and proactively resolving them.
For example, they may discover that a feature that a customer has not yet used is useful for the business and encourage its use. Through such activities, they aim to increase customer lifetime value and retention rates.
In this way, while customer support focuses on responding to problems after they occur, customer success aims to build longer-term relationships and maximize business results by planning for customer success.
