According to our latest survey of top SaaS CXO’s, the focus of customer success is currently all around retention and scaling with clients. To achieve scale, companies are honing in on:
- Preventing Churn: Moving from Usage to Value
- Better Churn Forecasting: Early Renewal and Stakeholder Alignment
- Understanding Product Usage: Product Telemetry
- Increasing Product Adoption: Implementing “Tech Touch”
Preventing Churn: Moving from Usage to Value
In good times, customers buy technology because it’s “cool.” In tough times, they only renew products that add value. While the early days of Customer Success were all about product usage (“are they logging in?”), sophisticated Customer Success operations have implemented a Success Planning process. They capture the client’s desired outcomes during the sales process and then use Success Plans to drive the entire post-sale motion toward the clients’ goals. Then, during the next Executive Business Review, the conversation isn’t about features and functions but is instead about the value the vendor drove for the client.
For more detail on the other three priorities we are hearing about from clients, click here.