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Customer success is a unique department within a SaaS organization. While it engages with nearly every single other department on a daily basis, it is still sometimes considered a ‘younger brother’ to the flashier sales team. In the past few years, however, SaaS organizations – including executives, decision makers, and board members – have started to realize that a strong customer success department is critical to the long-term success of an organization.
Even with this newfound realization of what has long been a critical part of SaaS strategy, investing in customer success software can still require some heavy lifting from customer success teams. Some executive teams may want customer success to fall in line with a sales team and use their CRM solution instead of looking for one built specifically for customer success itself. Here are a few key areas of focus to keep in mind when driving executive buy-in for a customer success platform.
The main benefit of a customer success software that executive management should be aware of is the fact that it can increase account growth and decrease customer churn. CSMs and account managers can be better informed on the revenue opportunity of every account and make strategic decisions based on this information. At the same time, CSMs can set up alerts and benchmarks that can identify accounts that may be at risk of churning. With this level of visibility, CSMs can be more agile and address issues faster.
At the end of the day, a customer success software platform streamlines operations for CSMs and gives them the tools and resources they need to deliver better experiences to customers and end users. A customer success platform is a necessary investment any modern SaaS organization needs in order to operate at the highest level and drive the best business outcomes.
You can learn more about driving executive buy-in for customer success software here.
