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“With the shift to a SaaS model, the connection between your customer’s success and your success is much more direct.” -- MindTouch
If you, as a SaaS company, have successfully passed the onboarding phase, then Congratulations! You’ve won the initial battle. But...don’t get too excited. Yes, you’ve made it past the first few steps, but now you’ve got to get to work to sustain a long-standing relationship.
Now your focus needs to shift to optimizing adoption. You can only really optimize adoption when the customer derives real value from your product on a daily basis. For this to happen, you must thoroughly understand the needs of your user and gauge whether users are realizing the maximum benefit from the features available.
Here are some time-tested strategies that have worked for me:
To optimize these metrics, set usage milestones for your customers and work with them to help achieve these milestones with regular check-ins (even if only for 30 minutes). It could be as simple as just calling and asking “How can you and your team get started today?” Another nice way to incentivize increased usage is to celebrate usage achievements.
After your customer is up and running, take them through an executive check-in to celebrate the ‘go-live’ and set new milestones and check-ins to ensure continued success. These simple steps will ensure customer engagement and years of customer loyalty.
eBooks:
5 Ways to Surprise & Delight Your Customers
Customer Success as a Culture: Customer Success Leaders Edition
Blog Posts:
The Golden Rule of Customer Success: 8 Guiding Principles
6 Listening Techniques of Great Customer Success Leaders
Learn more about how ClientSuccess can help your company develop a strong Customer Success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo.