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After months of trying to stay on top economic changes and, quite simply, treading water in a churning sea, many SaaS organizations are figuring out how to make it through on the other side. With many industries starting to open back up after social quarantine measures and some sense of ‘normalcy’ returning to the world, businesses of all shapes and sizes are stepping out of this hibernation with a renewed sense of focus and dedication to get back to normal.
For customer success teams, however, there really is no getting back to ‘before’ the COVID-19 crisis. One ongoing impact of a social and economic crisis like the one we are in now is that there is always the thought of ‘what if this happens again’ in the back of people’s minds. For many customers relying on SaaS vendors for products or solutions, now is the time when they’re looking for how these systems will be able to provide value in the long term.
For this reason, along with many others, customer success teams shouldn’t be looking for the most straightforward way to go back to the way it was before. Instead, customer success teams should start taking stock of all of the changes that have occurred over the past few weeks to help inform a long-term strategy moving forward.
Here are a few things to consider while building this new approach to normalcy:
As your team and your organization continues to adjust to the new normal, just remember that now is the time to double down on customer success. Your current customers are keeping your business going through these changing times and recognizing this impact can truly make a difference down the road.
