SaaS – Customer Success to Internal Success

Customer Success is sometimes seen as a cost center. Something that incurs cost after the sale is made.

While supporting / delighting the customer could be at the heart of the function, making customersucess the fulcrum can quickly propel the startups to the next stage.

The first hand data they receive can benefit all other functions

  • 👩‍💻 Engineering – They can know the issues immediately – Data, Performance, Account Related
  • 👨‍🏫 Onboarding – Feedback on effectiveness of Onboarding
  • 👩‍💼 Sales – Feedback on commitments made, upsell opportunities, Reference
  • 👨‍💼 Product – What features work, least used features, most requested features, what users struggle with

To make this effective,

  • ✅ Create capturing feedback process and systems for internal consumption
  • ✅ Enable the team to discover underlying issues
  • ✅ Have periodic discussions with the team and track action items
  • ✅ Reward and Recognise team to encourage the commitment
  • ✅ Always be clear the customer success role is not limited to solving specific issues. It has much broader potential.
  • ✅ Make sure the team is not 100% used in support. Allocate time for training, mentoring and executing the internal process.