Company culture
For SaaS companies, it is important that every department is committed to generating customer success. The key to have every employee share this vision is for goals to be set for each individual or role inside the company, intended to measure success and the influence on customer satisfaction, (Key, 2013).
To encourage a long-term, mutually beneficial partnership between SaaS business and its customers, it is really important to understand your customers from the inside out. From the moment of first contact to signing the contract, it’s important to understand what agreements were made for both parties. Which product was sold, what this includes, what deadline was set etc. (Key, 2013).
Customer Success Managers must approach
For SaaS companies, it is important that every department is committed to generating customer success. The key to have every employee share this vision is for goals to be set for each individual or role inside the company, intended to measure success and the influence on customer satisfaction, (Key, 2013).
To encourage a long-term, mutually beneficial partnership between SaaS business and its customers, it is really important to understand your customers from the inside out. From the moment of first contact to signing the contract, it’s important to understand what agreements were made for both parties. Which product was sold, what this includes, what deadline was set etc. (Key, 2013).
Customer Success Managers must approach