This article outlines 10 steps for setting up a successful SaaS-based customer success team. The first step is to understand the product, sales model, and implementation process, as well as the customers and potential customers. Defining the team's roles and responsibilities, selecting tools, and drafting escalation playbooks are also important. Finally, review and refine the program to ensure success.
It is important to document implementation, track customer data, and understand what drives customers. CS teams must understand their role in onboarding, support, renewal, and upsells. Tools like a CRM platform and project management software are essential. Health scores and customer surveys measure success, and collaborations with other teams are key.
Setting up a customer success team requires planning and effort. It is important to start small and build on successes, and to review and refine the program regularly to ensure ongoing success. With the right steps and processes in place, customer success teams can drive value, data, and sound operations.
Create a Customer Success Team From Scratch in 10 Steps
Don't worry ... it's FREE!
Do managers think artificial intelligence will lead to fewer employees and lower salaries? To find out, researchers conducted a survey of 3,000 adults in the United States in management positions.
GTM captures the essence of B2B marketing and sales. The first critical step—the most vital element of any GTM planning—is to get management buy-in, which hinges on the quality and clarity of your GTM plan. Here's how to develop and communicate a solid plan.
During revenue headwinds and economic uncertainty, CFOs often turn to reducing marketing headcount and budgets. Yet, CMOs must still generate more pipeline and revenue. But how? Enter outsourcing—specifically, marketing as a service.
A survey of 1,252 workers in the United States found that meaning is the factor most strongly correlated with people wanting to stay at their job—ahead of growth, belonging, daily experience, and compensation.
The insights in this article are truly valuable for marketing and creative managers who must find the talent they need. But if you are that talent... it pays (literally) to know what exactly those managers will be considering in the hiring process. Find out how to be more easily hired!
The way marketing and sales are done is changing—fast. Harnessing the unique skills of Marketing and Sales for a common purpose can help you get ahead of the curve. Here's how.