Customer success in SaaS

1,182 views
1,082 views

Published on

Customer Engagement has changed considerably in the new world of software. Starting with market development to customer acquisition onwards to helping customer realize ROI from your product - it is a completely different ballgame now.

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
1,182
On SlideShare
0
From Embeds
0
Number of Embeds
800
Actions
Shares
0
Downloads
4
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Customer success in SaaS

  1. 1. Customer Success in SaaS Subraya Mallya @prudentcloud
  2. 2. New Dynamics of Software Business ★ ★ ★ ★ ★ ★ ★ ★ ★ It is Service - not software No buck to pass - Vendor owns SLA Risk Equity (Quality, Capital Costs) Customer Acquisition Customer Churn Annual Contract Value Recurring Revenue Lifetime Value Continuous Engagement
  3. 3. Customer Success - what is it? ★ Is it Customer Support? It is Client Services? Is it Account Management? What is it? ★ New jargon in the world of Cloud? ★ Part of Marketing or Sales or Support? ★ Voice of Customer ★ Establish the Value Proposition ■ ROI driven milestones, Success Factors ★ Lifecycle Engagement ○ From Contract - through implementation - to renewal ○ increase adoption, usage, realize value
  4. 4. Specific Responsibilities ❖ Role in Product Design/Roadmap ❖ Role in Customer Engagement ■ Support Metrics ■ Sales Metrics ❖ Messaging Value Proposition ■ Day in a life ■ Case Studies ■ ROI benchmarks ❖ Blueprints for Software Deployments ❖ Characterize Patterns of Usage ❖ Community Development
  5. 5. Measuring Customer Success ★ ★ ★ ★ ★ ★ ★ ★ Cohort Analysis Heat Map on usage areas Usage/Engagement depth Length of customer lifetime # of renewals/upsells Acceleration in conversion Referenceability Support Relationship
  6. 6. Target Metrics ★ ★ ★ ★ ★ ★ ★ Onboarding rates Adoption rates Churn rates Conversion rates Usage rates Renewal rates Customer satisfaction scores
  7. 7. Contact Information Subraya Mallya ● LinkedIn: http://www.linkedin.com/in/subrayamallya ● Twitter: @subrayamallya ● Blog: http://www.prudentcloud.com

×