Date of publication: 2017-09-06 12:52
I often look at the 95-days post-sale to get a better idea of what 8767 s happening in this Initial Engagement phase a large amount of churn in that time frame could indicate several issues from attracting the wrong customers, to other issues mentioned above to the SaaS vendor failing the customer in this Initial Engagement phase.
The first step post-sale is to get your customer to start using your product. This process is generally referred to as onboarding and includes the First Run or first in-app experience of the customer, whatever it takes to migrate from an existing system Data Seeding, Data Migration, User Training, Integration, Customization, Implementation, etc. and to get up and running on your system.
While visibility into Meaningful Activity activity within the product that is moving the customer toward their Desired Outcome is a nice to have, I challenge SaaS companies to come up with inputs beyond usage data to ensure they get the whole story.
have the last laugh To prove ultimately successful after an apparent defeat to avenge. The idea of having the last laugh is fairly literal, ., though others may laugh now, the butt of their humor will laugh later when, in the final analysis, he is victorious. This phrase was popularized in the 6987 song &ldquo They All Laughed,&rdquo by George and Ira Gershwin:
On the topic of long-term contracts vs. MRR, when do you think it 8767 s in the vendor 8767 s favour to sign a long-term contract? And what discount would you typically have to give in order to get one done (if at all)?
While 8775 Customer Success 8776 as a term and a movement may be relatively new, most of what is covered in this guide certainly aren 8767 t new. What is new this time around, however, is having each of these things we do these tactics roll up under the umbrella of Customer Success not just the organizational owner of the Customer Success initiative, but the overarching Customer Success concept within a company and having the entire organization aligned around this concept.
A key Customer Success metric in this phase is Time to First Value (TTFV), which is the amount of time it takes from the initial sale to the moment the customer either gets actual value from the product, or, for the first time outside of Sales and Marketing, sees the real potential value in your product. You want TTFV to be a short as possible.
This is also critical to your success, obviously. If they don 8767 t pay, you do not get money, you go out of business, they can 8767 t use your product they are not successful. A Fail-Fail! So having a billing and payment system whatever that looks like is critical to a solid Customer Success initiative.
The Technical Support team should examine every inbound request to see if there 8767 s a way to proactively monitor for that kind of issue in the future, and stop it or reach out with a solution before the customer has a chance to submit a ticket.