B2B SaaS Customer Success
We work with you to embrace a Customer Success focus in order to increase usage and reduce churn by aligning sales, marketing and development, helping your customers reach their desired outcome.Read More
Why Customer Success?
Customer success can be seen as the management ofcustomer relationships to reduce churn, increase existing revenue and influence new sales.
With some products / services the barriers to churn can be quite low, therefore it becomes much more important to manage customer relationships and ensure that they are realising the economic value of their investment.
There are a number of stages that need to be planned and implemented for a successful Customer Success Strategy. Yellow O partner with you to understand the success milestones, success gaps and customer lifecycle to develop a strategy which will reduce churn and increase revenue.
Helps your customer constantly see value in the product and reach key success milestones
Encourages more usage of the product / service and promotes advocacy of your business.
Feedback from customers or 'power users' can highlight key product feature requests and improvements
Below are the Customer Success challenges we can help with.
Understand success milestones
These are the success milestones of the customer that helps guide the user to their desired outcome
Create Customer Content
Online help, knowledge base, webinars, videos, tutorials, in app messages etc in order to help them reach their desired outcome
Create customer onboarding process that help the customer use and experience value in your product / service as soon as possible
Training on demand webinars
Identify success gaps and develop training materials (videos, webinars, in app messaging) to help overcome them
Map the customer lifecycle and provide content when it is most relevant for the user
Customer feedback loop
Develop a process for frequent outreach and touch-points with our customers throughout the lifecycle
Identify which usage metrics indicate the right time to up-sell and cross-sell within the target account
At a later lifecycle stage work with customers to create marketing based on their success with your product / service
Develop a process in order to find out why a user churned and attach this reason to their details in your CRM