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How to Implement CUSTOMER SUCCESS at New SaaS STARTUPS

Автор: CSM Practice

Загружено: 2021-04-02

Просмотров: 2685

Описание:

#startup #customersuccess

“My favorite tip for CSMs who aspire to work in New SaaS Startups is to never stop beating the customer drum.” - Jennifer Chiang

Pitching Customer Success to SaaS Startups can be particularly challenging. As a result, SaaS startups should invest in Customer Success early on while also being prepared to evolve the team as their customer base grows. However, having the drive to empower and satisfy your customers can help you successfully implement Customer Success.

Top SaaS Startups, just like Yup Technologies, implement their Customer Success to provide support and spend more time with each customer and dive deeper to understand what is going on and what isn’t working. Performing Customer Success in a SaaS Startup company can be a stellar SaaS Startup Sales Strategy.

In this Chat and Learn session, Jennifer Chiang, Director of Customer Success at Yup Technologies, shares her experiences with SaaS Startups and how she pitched Customer Success to her company.

Jennifer is the author of the bestselling book The Startup's Guide to Customer Success and is also the Head of Customer Success at Yup Technologies, an education startup in San Francisco that provides 24/7 on-demand math tutoring.

📕 You can get Jennifer’s Book: The Startup's Guide to Customer Success here:
https://amzn.to/3sKnOu1

And here are the links to the tools that Jennifer mentioned in the video:
◽️Yet Another Mail Merge: https://bit.ly/3fUqlhN
◽️Slack: https://slack.com/intl/en-ph/
◽️Zoom: https://zoom.us/
◽️Google meet: https://meet.google.com/

👍 Like, share, and subscribe for expert insights!

👉🏻 Whenever you’re ready...If you're an 𝘦𝘹𝘱𝘦𝘳𝘪𝘦𝘯𝘤𝘦𝘥 𝘦𝘹𝘦𝘤𝘶𝘵𝘪𝘷𝘦 𝘣𝘶𝘪𝘭𝘥𝘪𝘯𝘨 𝘢 𝘊𝘚𝘔 𝘱𝘳𝘢𝘤𝘵𝘪𝘤𝘦 𝘧𝘰𝘳 𝘵𝘩𝘦 𝘧𝘪𝘳𝘴𝘵 𝘵𝘪𝘮𝘦, there are three powerful ways I can help you fast-track success while avoiding common pitfalls:

1️⃣ 𝙎𝙩𝙚𝙖𝙡 𝙈𝙮 𝘾𝙪𝙨𝙩𝙤𝙢𝙚𝙧 𝙎𝙪𝙘𝙘𝙚𝙨𝙨 𝙆𝙋𝙄 𝘾𝙝𝙚𝙖𝙩𝙨𝙝𝙚𝙚𝙩

Tracking the right KPIs is the key to driving your CSM team to higher performance. Get my Customer Success KPI Cheatsheet and learn how to focus on the metrics that actually move the needle—so you can scale smarter and accelerate revenue growth.

Click here to download the workbook:
🔗 https://unlock.thecustomermethod.com/...


2️⃣ 𝙅𝙤𝙞𝙣 11,000+ 𝘽2𝘽 𝙀𝙭𝙚𝙘𝙪𝙩𝙞𝙫𝙚𝙨 𝙖𝙣𝙙 𝙇𝙚𝙖𝙙𝙚𝙧𝙨

Every week, I share strategic insights and practical tools to help you hit your quarterly goals faster while scaling your CS operations efficiently. Don’t navigate this alone - tap into a thriving community of leaders who are optimizing their CS strategies and driving serious impact.

Click here to join:
🔗 https://unlock.thecustomermethod.com/...

3️⃣ 𝘽𝙪𝙞𝙡𝙙𝙞𝙣𝙜 𝙤𝙧 𝙇𝙚𝙖𝙙𝙞𝙣𝙜 𝙖 𝘾𝙎𝙈 𝙏𝙚𝙖𝙢 𝙛𝙤𝙧 𝙩𝙝𝙚 𝙁𝙞𝙧𝙨𝙩 𝙏𝙞𝙢𝙚?

Building and running a customer success practice for the first time doesn’t have to feel like an uphill battle. With the right frameworks, you can achieve results faster than you think. I help experienced executives confidently build a proactive, high-performing CS team—without the guesswork and costly missteps of figuring it out alone.

Click here to learn more:
🔗 https://unlock.thecustomermethod.com/...

Read more about this interview:
📑 How Can SaaS Startups Implement Customer Success
https://www.csmpractice.com/how-can-s...

◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

ADDITIONAL RESOURCES:

🎥 Video: How to Build a Customer Success Program in EARLY-STAGE STARTUPS
   • How to Build a Customer Success Program in...  
⏬ Download Tobe’s Presentation Slides : How to build Customer Success Program in Early Stage Startups:
https://www.csmpractice.com/early-sta...
📑 Blog: Launching Customer Success in Early-stage Startups:
https://www.csmpractice.com/launching...
📑 Read more about Customer Success for Startups:
How Can SaaS Startups Implement Customer Success
https://www.csmpractice.com/how-can-s...
📑 Case study: Building a Customer Success Organization from the Ground Up:
https://www.csmpractice.com/case-stud...
📑 Read more about How Can SaaS Startups Implement Customer Success:
https://www.csmpractice.com/how-can-s...
🎥 Must-watch video: When to start a customer success program in a SaaS startup
   • When To Start A CUSTOMER SUCCESS Program I...  


◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️◽️◾️

0:00 Intro
01:44 Customer Success for New Startups
04:11 Process of Pitching Customer Success at Yup Technologies
06:20 Obtaining the Customer Success Budget for New Startups
07:54 Interviewing Candidates for CSMs for New Startups
09:52 CSM Qualities for New Startups
13:02 Customer Success Metrics
14:41 Tools for Scaling Operations for New Startups
17:07 Most Favorite Google Extensions as a CSM

How to Implement CUSTOMER SUCCESS at New SaaS STARTUPS

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