customer success

Jan 10, 2023

Why Customer Success role is important for Saas business?

by Vytenis

What is SaaS customer success?


Firstly it is a need to understand what SaaS is. A method of distributing applications over the Internet as a service is known as software as a service (or SaaS). You can avoid complicated software and hardware maintenance by just accessing software over the Internet rather than installing and maintaining it. SaaS applications are also referred to as hosted software, web-based software, and on-demand software. Whatever name they go by, SaaS applications run on the servers of a SaaS provider. Security, availability, and performance of access to the application are all managed by the supplier.

Customer success is a part of managing such companies. The secret to satisfying customers is foreseeing their problems or inquiries and proactively offering solutions and responses. Your revenue and customer loyalty will grow as a result of increased customer retention and happiness. Customer experience is the most important thing for the customer success team to ensure in order to bring the most revenue for your business.

Why customer success is important for SaaS companies?


Increased customer satisfaction

No matter what, companies should be able to ensure that the customer journey is easy and can gain loyalty in a long term. The customer success manager plays a mediating role in building customer relationships. Customers are less likely to churn if they are successful in utilizing your product. If there are good fit chances for upselling and cross-selling, a one-year contract can grow with the customer to two, three, or even longer terms.

Reduce a churn rate

The rate at which consumers cease doing business with a company is known as the churn rate, sometimes referred to as the rate of attrition or customer churn. The most popular way to express it is as the percentage of service subscribers that cancel their memberships within a predetermined time frame. Your SaaS company will find it more challenging to grow through new client acquisition the greater your customer turnover rate.

Increase in a recurring revenue

Recurring revenue is a part of a company’s revenue that is expected to continue in the future. Unlike one-off sales, these revenues are predictable, and stable and can be counted on to occur at regular intervals going forward with a relatively high degree of certainty. The recurring revenue model fosters closer ties between the business and its current customers. These businesses are more valuable since they invest less time and money in obtaining new customers because they have such a loyal customer base.

Best practices for customer success for Saas business


  1. Onboarding process to elevate customer success. The procedure new users go through to set up and begin using your product is known as customer onboarding. From initial sign-up to product activation and initial use, the entire path is covered. Customer onboarding strives to provide value to your customer as soon as possible, ideally during their first use. A good onboarding process is likely to keep your customers engaged with your product and also can improve trial conversions.
  2. Do not forget about offboarding. Offboarding customers is an important process for any business, as it helps to ensure that customer relationships are managed properly and in a way that reflects well on the company. Offboarding customers is about more than simply ending a business relationship; it’s about ensuring that the customer feels their experience was satisfactory and that they will be comfortable recommending the business to others. This involves communicating with the customer during and after the offboarding process, thanking them for their time and custom, and providing any necessary resources or support they may need.
  3. Track customer data. For any SaaS business, it is critical to track customer data in order to improve product offerings and services. By tracking customer data such as usage patterns, preferences, and activity history, businesses can better understand the needs of their customers and develop strategies to meet those needs. This includes creating segmented audiences based on user behavior, so that specific offers or messages can be tailored to each group. Additionally, closely monitoring customer data allows a business to identify potential churn risks and act quickly to prevent them from leaving. With comprehensive customer data tracking, SaaS businesses can stay ahead of the curve and keep their customers satisfied for years to come.
  4. Customer feedback is important. Feedback from customers is an invaluable asset for any SaaS business. It helps to identify areas of improvement and potential opportunities, as well as ensure customer satisfaction. Gathering feedback from customers can be done in a variety of ways, such as surveys, interviews, focus groups, and online forums. This feedback can then be used to make product and service improvements, increase customer loyalty and satisfaction levels, identify trends in the industry and develop better marketing strategies

SaaS customer success tools


Customer support software

To gain the best out of every customer, support is a need. Here are some tools that help you to improve the customer lifecycle from the first moments.

  1. Zendesk. The customer support software from Zendesk enables companies to create simple customer experiences. Cross-channel communication is effortless, which boosts everyone’s productivity and happiness.
  2. SproutSocial. Customer care software that enables support teams to provide seamless social support experiences is of utmost importance given the ever-increasing popularity of social media for communication. Sprout Social aids in facilitating conversations on all social media channels by combining tools for sales, support, marketing, social media monitoring, and engagement.

Customer success management software

  1. Hubspot. Hubspot helps businesses to create, manage and nurture their customer relationships by providing an intuitive platform that enables the organization to have complete visibility into their customers’ journey. With Hubspot, businesses can manage all aspects of the customer relationship from acquisition to retention. The software offers a variety of features such as automated lead scoring, contact management, marketing automation, and analytics dashboards which enable businesses to better understand their customers in order to increase engagement and maximize revenue.
  2. Gainsight. It allows companies to track customer behavior and engagement, monitor customer relationships, gain insights on customer needs and preferences, and identify potential areas for improvement. Additionally, Gainsight provides tools to create personalized experiences for customers that are tailored to their individual needs. With its comprehensive suite of features, Gainsight enables businesses to build strong relationships with their customers and ensure overall success.

Customer relationship management software

  1. Salesforce. Software that helps businesses streamline their operations, optimize customer service, and increase sales. It provides an integrated suite of tools that help organizations build relationships, automate processes, and analyze data to make more informed decisions. With Salesforce, businesses can create personalized experiences for their customers, track key performance indicators in real-time, and develop strategies that drive growth.
  2. Zoho CRM. Zoho CRM is a comprehensive customer relationship management software that helps businesses manage their sales, marketing, and customer service processes. It offers an array of features such as lead management, workflow automation, automated tasks, reporting and analytics, and more. The software enables companies to optimize their business efficiency by streamlining processes and managing customer data in one centralized platform. Zoho CRM also provides integrations with third-party applications such as MailChimp and QuickBooks for further customization.

Elevate your customer success with isLucid

The success of account management often comes down to having quality discussions with clients, keeping track of records, and making sure you have your tasks to deliver what’s needed. Capturing customer success interactions is one of the many scenarios where our clients use isLucid to automate the team’s boring tasks of meeting information management.

With isLucid customer success managers can benefit from real-time voice-to-text transcription or pre-built agenda. You can mark the most important parts of the conversation and save them to your CRM to create an instant and accurate record of your clients.
Now you can try out isLucid meeting information management assistant for free for MS Teams isLucid Download Page
Or book a demo to get a walkthrough to make every part of journey with isLucid clear:  Book a demo


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