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The Secret to Customer Success in Startups

SaaS Customer Success

Brought to you by Gerry Claps (@gclaps) VP Customer Success

What is Customer Success?1

“ensure your customers… continually and increasingly receive value from your product over the course of their lifetime as a customer.”

— Lincoln Murphy

The ‘Goal’ of Customer Success2

The 3 Core Topics of Customer Success3

1. Onboarding 2. Support 3. Up-Sales/renewals

Source: What Does “Customer Success” Mean For SaaS Startups? - Trak.io

Onboarding Strategies4

1. Social login 2. Required tutorial 3. Clear path to completion 4. Generate early value for the user 5. Progressive profiling 6. Opportunity to upgrade 7. Automagical registration

Source: Onboarding New Users Is Harder Than You Think - Intercom

Be Timely!5

Build Rapport6

Learn from Cancelations7

When a customer cancels a plan (and it’s guaranteed that some will), simply ask them why - you’ll be surprised with what you learn.

Example Customer Success ‘Stack’8

1. Intercom — live customer chat / analysis 2. Hangouts / Skype — voice and video calling 3. Notify — social media brand monitoring 4. Slack — team communication 5. Mailchimp — drip campaigns 6. Gmail — email client

Superpower your customers9

If all you do is this, you won’t fail.

Thank you for reading!

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