Customer success has the unique distinction of being both the #1 driver of revenue retention in SaaS companies and SaaS companies’ best kept secret. According to Jason Lemkin, founder of SaaStr, customer success is where 90% of revenue is. For such an important topic, though, the dialogue around customer success is terrible.
Most conversations about customer success tend to be very high-level, with little in the way of concrete, actionable advice. Too many think pieces, not enough case studies. With this in mind, we thought we’d take a different approach to the topic.
We talked to 5 SaaS companies whose customer success processes have lead to sustained growth, reduced churn, and improved customer relationships, and we asked them a simple question: What is the one tool your customer success strategy could not do without?