SaaS Customer Success Blog

"No one buys SaaS just to log on" and Other Customer Success Observations: A Podcast with ServiceRocket

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A revisionist history of B2B software goes something like this:

  • In the beginning, customers bought shrink-wrapped software from salespeople at software vendors.
  • In the beginning, vendors made their money on service contracts. Vendors knew that contract signature essentially guaranteed predictable revenue and good economics.
  • Then, Salesforce came along. B2B SaaS was born. The world changed.
  • Now, customers buy access to SaaS platforms, not shrink-wrapeped software.
  • Now, vendors have much more sophisticated economics, with higher upside for winners.
  • Now, vendors are not selling those nice service contracts any more, but are still looking for predictable revenue -- and often hunting for silver bullet to guarantee their economics.
The hunt for better SaaS economics takes us through usage data, customer success, and more. And it was just one topic we talked about on Helping Sells Radio the other day.
Topics: customer success customer success measurements

Turning Happy Customers into Brand Advocates, with Shep Hyken of Amazing Business Radio

We all want to make our customers happy. To do that repeatably, and at scale, isn't easy. You need to design your people, process, and technology that creates exceptional outcomes over and over again. It needs to adapt to a changing set of technologies, market forces, and competition.

It starts with a mindset of customer-centric design: walking in your customer’s shoes, understanding where they’re at and working backward from there. Adopting that perspective as a core tenant is key to helping your customers reach see success and growing a better business.

Topics: customer advocacy customer success

A Conversation with Scott King on Marketing and Growing through Customer Success

 

Topics: customer support customer success customer service management startups customer advocacy

Customer Service Departments: The Why, Who, and How, with Impulse Creative

Do you know George B. Thomas? Here he is:

Topics: customer success hubspot

Why customer support must come before customer success

whynotbothgif.gifCustomer support and customer success are related, but distinct practices. And customers expect both from mature companies.

Q: Which do customers need most, and which do they expect first -- customer support or customer success?
A: Great customer support is a market force in 2018. Build great support from day one. Then time the building of a great success team after.
You can't build both at the same time. So which to do first?
Topics: customer support customer success