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.
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.
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.
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. Continue Reading
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.
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.
A 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.
It’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:
The customer lifecycle begins with awareness and matures to advocacy, from the first interaction with your brand, to an evangelized super-user who raves about and recommends your product to friends, family and associates.
This Process Street article focuses on the customer lifecycle management – how to understand the different stages of the customer’s lifecycle, and guide them from initial awareness to long-term advocacy, with the help of tech.
Optimal customer lifecycle management is vital as this can maximize customer lifetime value (CLV) by boosting customer retention. This, in turn, will bolster your bottom-line by:
Selling to an existing customer base: There’s a 60-70% chance of selling to an existing customer base relative to a 5-20% chance of selling to new prospects.
Increasing customer retention: A mere 5% increase in customer retention is enough to raise a company’s profits by 75%.
Getting customer lifecycle management right can be tough. To help you, we’ve put together this list of essential tools to complete your customer lifecycle software stack, for optimal customer lifecycle management.
Each tool is chosen as per the customer lifecycle stage it’s best used for. Each customer lifecycle stage will have differing aims, which means it’s vital you use the right tools to meet your objectives. For this article, we’ve done the work for you.
Hello, and welcome readers to the experience economy.
Take my hand and I’ll guide you to a place of psychic gratification. Feel your senses tingle, and your attention sharpen. You’re entering a new chapter of customer success, one that’s immersive and marks the next economic stage.
Businesses are no longer competing on a commodity level. In a digital world, with growing immersive processing power, organizations must crack the whip and adopt the experience mindset. This is a mindset that’s focused on customer success and delivering exceptional experiences instead of commodities.
In this Process Street article, we take a look at how one particular tech unicorn is succeeding in this experience economy.
You got it, I’m talking about the tech-tycoon Salesforce.
Salesforce is one of the largest tech companies to date with over 49,000 employees in 28 countries and has built the world’s most demanded CRM. Part of Salesforce’s triumph lies in the organization’s customer success capabilities. And today, you will learn how they’ve perfected customer success using principles from the experience economy.
Grab onto your seatbelts as you’re about to be blown away!