All posts containing customer success


Improving Your SaaS User Experience for Customer Success

SaaS User Experience

I’ve talked at length in the past about the user onboarding process, the difficulties of first-time use and how empty states can solve some of these problems.

While this is all well and good when you’re trying to tackle user drop-off after the first session, what about the later stages?

Assuming that everything else has clicked into place for your user and they’ve made it all the way up to the purchase, you must have made a good first impression! Unfortunately, it’ll be all for nothing if your app is hard to use, awkward, inflexible or disappointing over the long term, or if your premium plan’s onboarding isn’t tight.

Post-sale UX optimization isn’t something I’ve looked at before, or even heard about. But writing a guide about SaaS customer success is not a small task and UX is definitely a big deal, especially because good UX makes it easy for Customer Success to do their job.

In fact, a good SaaS user experience takes the weight off customer support, too. Overall, you don’t want to put a barrier between your users and your app and most importantly for revenue, you don’t want to put a barrier between your paying users and your app.

Here are some SaaS user experience optimization pointers to think about which will make the lives of your Customer Sucess team easier.
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Why is Customer Success Important? A Guide for SaaS Companies

Why is customer success Important SaaS

Last week I kicked off a new series of blog posts about customer success for SaaS companies by answering the question ‘what is customer success?‘. This week, we’re going deeper and examining why it’s important for SaaS companies.

Tomasz Tunguz, venture capitalist at Redpoint, says customer success is ‘equal in importance to sales and marketing and engineering and product within SaaS companies‘. But why? Technically, it didn’t exist 10 years ago, so why do we need it?

We need it because products are developing faster than our capacity to understand them, we need it because competition in the SaaS world is harsh and we need it in place to reduce churn and keep users sticking around for the long haul.

Let’s take a closer look at these points.

💡 – As a free bonus, check out our podcast episode talking about customer success.

Customer Success connects promise to reality

Here’s a theoretical situation to explain.

Pretend I just signed up for an analytics product because I know I need to start tracking user activity in my mobile app. The landing page copy told me that’s what I can do with the app, so I bought it. I go in, and within 2 minutes I’m confused and wondering exactly how I can load it up with my app’s data or set conversion goals.

In an ideal world, the platform’s customer success manager should have been on the phone to me the same day of purchase, guiding me through the steps to get it set up and teaching me everything I need to know.

Salesforce Customer Success

Analytics platforms and CRMs are just two examples of complex products that can be configured in numerous different ways — for these products, a user guide or support ticket system isn’t always the best thing to offer.

You don’t want your customer having to work harder to get what was promised by the sales team because your product should be easy to implement for all customers and deliver value from day one.

Your product’s initial setup, or even basic use, won’t be obvious to everyone. Not to mention how businesses grow and their needs change over time — every time the monthly bill for your product comes through, the customer is questioning whether they really need it.
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What is Customer Success? An Introduction for SaaS Companies

What is Customer Success

When you sell a coat or a bar of chocolate, customer success isn’t necessary.

Those are simple, self-explanatory products that everyone knows how to use.

Even with things like a new vacuum cleaner, customer success isn’t required. A user manual and a hotline is as far as most things go.

With your SaaS product, however, it’s not going to be so easy. Complex analytics platforms, SEO tools, and landing page creators can be set up and used in a variety of ways, solving different problems for customers from marketing agencies, e-commerce stores, factories, and farms.

For software companies, the golden days of unbreakable contracts and technical lock-ins are gone. The industry has diversified, and there are a lot of companies your customers could be choosing over yours, with more attractive branding, master salespeople or better customer success.

When your product needs follow-up and guidance to ensure the customer gets full value, that’s when customer success becomes a must-have.

This is because a customer who speaks to your sales team or reads your landing page is sold on the benefits, not the features.

The customer knows your product can solve their problem, but not exactly how to get that value.

(Click here to skip ahead and get a full high-touch customer onboarding process for SaaS companies)
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What to Do About Ghost Customers? 5 Tips for Successful Reactivation

What to Do About Ghost Customers 5 Tips For Successful Reactivation

During the second world war, a young soldier from Lille attended a dance for servicemen about to be deployed. One woman caught his eye, and eventually, he worked up the nerve to ask her to dance.

Thinking that he would ask again – as most of the other young men would – she politely declined. The young soldier was shy, though, and took her refusal at face value. Not knowing her name or if he would even return, the young soldier went off to war.

Nearly a century later, their granddaughter – my very closest friend for all of three days – told me the story as we drove through the French countryside between Lille and Arras.

We love stories like that – the romance of chance encounters, unintended separations, and reunions that could only be an act of fate. Maybe it’s having an answer to the so-often unanswered question What might have been? that’s the thing that really resonates. Personally, I’m just really nosy and I like stories.

While most of us have some variation of “a friend of a friend’s second cousin’s grandmother was reunited with her first love by total accident,” the truth is, we rarely experience these reconnections without some sort of deliberate effort by one or both parties.

But we lose touch with people all the time. High school best friend. University mentor. Pick-up game buddy. Customer whose payment didn’t go through and involuntarily canceled their subscription to your service because they didn’t realize it.

Happens all the frickin time. But there is no missed connections column for lost customers. If you want them back, you’re going to have to be proactive. Fortunately, not only am I good with stories, but I’m pretty good at solving problems, too. (Or, at least, nagging our CS and Ops Team Manager, Blake Bailey, until he spills all his secrets.)

Either way, in this Process Street post, I’ll share the 5 things you need to know to put some life back into those ghost customers haunting your MRR.

Let’s reconnect!
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8 Actionable Ways to Make Your Customer’s Success Milestones Product-Oriented

8 Actionable Ways to Make Your Customer’s Success Milestones Product-Oriented_1

According to a 2020 Walker study, 86% of buyers will pay more for a better customer experience.

Customer experience is a key brand differentiator, and getting it right can determine the difference between success and failure.

In this Process Street article, we examine a customer-centric approach and explain how you can use it to be more product-oriented. That is, you’ll learn how to focus on the customer’s experience when using your product.

Taking a product-oriented approach to provide a great customer experience will set you apart from your competition, and give you the edge you need to succeed.

You need to be thinking about your customer and how they interact with your product to draw appropriate customer success milestones. Following the 8 steps in this article will help you do that.

By the end of this article, you’ll have customer-success milestones that act as a guide for the delivery of an exceptional in-product user experience.

Let’s get started!
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How to Manage a Successful CS Transformation to Be More Customer-Centric

How to Manage a Successful CS Transformation to Be More Customer-Centric-04A recent Deloitte study found a mere 30% of respondents stated customer success was a strategic priority by the board of directors. Only 26% reported official business communications to regularly mention customer success.

At Process Street, we find this concerning. Technological advancements and the rise of Industry 4.0 are altering the business landscape. Businesses are facing new pressures, with changing customer demands and expectations as the biggest catalyst altering how business is done. To respond, organizations need to focus on customer success (CS).

Businesses need to lead a successful customer success transformation, one that means they’re more customer-centric. In this Process Street article, I explain how organizations should do this in three simple steps.

With that said, let’s jump straight to it!
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How to Develop a Customer Feedback System for Success

customer feedback system

This is a guest post from Mercer Smith-Looper. Mercer is the Head of Support at Appcues, a writer for Supported Content, a yoga fanatic, and strives to make the world a little bit happier one customer at a time.

There will always be people in this world that want something from you. Whether you are a business, an individual, or a group, people are needy.

Most company inboxes have a significant number of feature requests. Some of them make a lot of sense and some of them are probably pretty out there.

But whether customers are asking for something that you already have on your roadmap, or something that isn’t even tangentially related to your product, you still owe it to your customers to respond.

In this article, we’ll cover:

So, let’s get started!
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AI & Data Analytics: 3 Ways They Can Improve Customer Experience And Engagement

AI Data Analytics 3 Ways They Can Improve Customer Experience And Engagement Since 2015, Nahla Davies has been working with enterprise clients around the world developing RegTech protocols and best practices. She’s also worked with both enterprise and sovereign governments as a key contributor for notable public projects like DCOM.

If the pandemic has shown the world anything, it’s that business professionals and, specifically, marketers can still meaningfully engage customers in an increasingly digital world. It’s undoubtedly challenging for marketers to continue providing a seamless customer experience across different digital channels such as social media.

Thankfully, though, factors such as artificial intelligence (AI) and data analytics can make multi-channel customer experiences engaging across the entire customer journey — from product consideration all the way to purchase.

Businesses have proven themselves both capable and willing to remain adaptable amidst the tumultuous COVID pandemic in order to understand business problems and subsequent opportunities. The process of actually understanding these problems and opportunities, however, isn’t exactly straightforward.

Analytics, data, and artificial intelligence have the potential to enrich marketers’ understanding of their customers’ experiences in order to deliver meaningful, relevant experiences in the future. To that end, let’s quickly take a look at how data and analytics can be invaluable for marketers interested in enhancing the complete customer journey that they provide across different digital channels.

Let’s jump in!
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50 Google Docs Templates for Business Success (With 60+ Process Checklists)

50 Google Docs TemplatesIt’s 9:00 am. I grab my morning coffee, boot-up my laptop, and join the 1 billion others logging into Google Drive today.

I go straight to my Google Docs templates folder. As a content writer for Process Street, these templates include planning templates, review templates, and templates designed to record my research.

Suffice to say, my Google Docs templates are the backbone of my content creation process.

As a content writer for Process Street, I’ve built up an extremely efficient writing process that combines the convenience of Google Doc templates (via Google Drive), the clarity and reliability of Process Street workflows and Pages.

By merging Process Street and Google Drive into a simple, repeatable process for content creation, I know I can work productively and consistently meet my deadlines.

For me, Process Street + Google Drive = Success.

That’s why in this article, I’ll show you how you can recreate my process and build your own streamlined automations. I’ll be covering:

Let’s get started!
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ERP Suites Halved Onboarding Time & Saw 5X Fewer Customer Complaints with Process Street

erp suites case study customer success

“Overall, [Process Street has] made a world of difference inside the organization. It’s really helped our quality and keeps our customers happy.” – David Schenz, Director

ERP Suites helps enterprise companies implement scalable IT solutions for secure data, improved response times, and application of industry knowledge & best practices.

The company began its very humble start in 2006 with a few guys in a basement with a vision. By 2017, ERP Suites had grown into an award-winning company known for its IT solutions and innovations.

Currently, they meet the needs of over 250 mid-size organizations within the US and abroad.
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