Cut our churn in 1/2
by Josh HoPersonalized on-boarding and dedicated customer success per account have helped us cut our churn in 1/2. We took the time and build a process around helping customers reach their goals.
We've always had a consultative inside sale, but in the early days just let them loose on the product after the sale and was reactive with support. Our on-boarding process is now a pro-active approach where we have a kick-off meeting and complete a profile on the customer.
You have to make it very clear to the customers and set the proper expectations. For example, we make it extremely clear to the customers throughout the whole process that "we help you" not "do for you".
Every SaaS business wants low/no touch these days, but customers do want personalized help. It may not work for every SaaS business as its very dependent on their pricing and type of customers they are attracting, but it's something you may want to do in the early days.
As an added benefit, our CSMs are exceptional contributors with product and customer feedback for both qualitative and quantitative information so we can build-in high impact features and functionality.
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Every SaaS business wants low/no touch these days, but customers do want personalized help
I think you get a good point here!
Customers want personalizations but don't want to lost time too.