Tips for Customer Success
1     Make Your Customers Love YouLet’s start with the bottom line. If you want your SaaS business to succeed, you needcus...
2     Build a Customer Success TeamIn a subscription economy, customer success is your engine of growth. Successfulcustome...
3     Create a Customer Health ScoreTo help customer’s succeed, you need to find out which are doing well and which arestr...
4     Nurture Your Paying CustomersForget about nurturing leads into paying customers. It’s great but it’s   Onboarding Ca...
5       Learn from ChurnNobody likes it, but churn happens. The question is what will you learn from everycustomer that ch...
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Tips for Customer Success

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Tips for Customer Success

  1. 1. Tips for Customer Success
  2. 2. 1 Make Your Customers Love YouLet’s start with the bottom line. If you want your SaaS business to succeed, you needcustomers love you.How do you make people fall in love with an application? Make sure they: • Get tremendous value from it • Enjoy using it • Receive great support, resources and helpIt’s not easy, but Customer Engagement can help. By listening to your customers,understanding them and engaging to fulfill their needs you will get customer love. It’sreally that simple.Learn more about Totango and Customer EngagementWatch this short video testimonial, bySignup to Totango and take ownership of your customer’s success!
  3. 3. 2 Build a Customer Success TeamIn a subscription economy, customer success is your engine of growth. Successfulcustomers stay longer, increasing Lifetime Value and your revenues.In our Internet connected world, customer’s success is your most importantmarketing asset. Happy customers help generate new leads and business, unsatisfiedones create PR nightmares.Take ownership of your customers’ success. Build a team whose mission is to helpcustomers be successful and realize the value they subscribed for.Read about how these companies are creating practices to drive customer success Yammer Dropbox Alcove9Signup to Totango and take ownership of your customer’s success!
  4. 4. 3 Create a Customer Health ScoreTo help customer’s succeed, you need to find out which are doing well and which arestruggling to get value from your application.The only way to systematically do that is to define a consistent health benchmark for yourpaying customers. Then track each account to see who needs help. Good Health: Successfully using your application Average Health: Using your application, but not at a level of a successful customer Poor Health: Not using your application. Unsuccessful.What defines a healthy customer depends on your service, but be sure to define, trackand monitor it on an ongoing basisRead more about best practices in defining customer health and engagementSignup to Totango and build your Customer Health Dashboard!
  5. 5. 4 Nurture Your Paying CustomersForget about nurturing leads into paying customers. It’s great but it’s Onboarding Campaignsnot enough.Once someone subscribes to your service, they look to you for helpon getting the most out of their subscription. Use Lifecycle Marketing Upselling Campaignsto do just that.Lifecycle Marketing allows you to create personalized messages,based on what users are doing (or not doing) with your application. Win-back CampaignsRead more about lifecycle marketingWatch a 5 minute video on using Totango for Lifecycle MarketingSignup to Totango and start building Lifecycle Marketing Campaigns!
  6. 6. 5 Learn from ChurnNobody likes it, but churn happens. The question is what will you learn from everycustomer that churns? So that you improve the experience for current and futurecustomers.To do that, make sure you define your Churn database. A place where you storeinformation about cancelled customers. It should contain the following:• Reason: Why did the customer leave• Time to Cancellation: How long were they customers before cancelling• Engagement Trends: How engaged were they throughout their subscription Read more about learning from churn Signup to Totango and take ownership of your customer’s success!
  7. 7. www.totango.com

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