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Customer success is still in it's early days, but there's a lot of upside potential for SaaS startups. Many operate with a myopic focus on pouring more prospects in the top of the funnel. They fail to notice a giant opportunity for growth in their own backyard: their existing customers.
Systematizing and measuring customer success is hard, but well worth the effort.
If you provide great customer support, your customers will view you as a great vendor. If you help them to succeed, they will view you as a business partner with aligned interests. Which would you rather be?