Building customer success from scratch
Guys I have joined a saas startup 2 months back as a customer success lead and have been given a daunting task of developing customer success from zero. Previously engg team used to handle it and I am the first employee in customer success. The customers are majorly in California and the neighbouring states. The company is 6 years old and they provide you can say ERP for hotels. I need to develop a plan to identify the customer health and build something that compliments the support team too
Kamlesh
Stealth
4 months ago
Start with measuring NPS and customer satisfaction. Then work backwards to identify issues. Then build the tool to implement solutions for customer and team.
Baking_soda
Stealth
4 months ago
Started with NPS and CSAT already. Will follow the backward issue identification now. Thanks.
Any idea on the tool? I have used vitally in the past but it takes time to implement it.
Kamlesh
Stealth
4 months ago
I'm not familiar with customer success tools. Don't need to over complicate it though, just use Google forms and Excel sheets. Keep it simple and save costs.
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Goodness me. Seems challenging. Following to know how someone can solve this.
Baking_soda
Stealth
4 months ago
+1
yejsok
Stealth
4 months ago
Check out Rocketlane if you haven’t already.
Baking_soda
Stealth
4 months ago
Yes I was planning too. Thanks
I'm sure you know this already but Gainsight/Nick Mehta books are great place to start with if you need to set up processes and foundations
Baking_soda
Stealth
4 months ago
I knew about Gainsight. But I will surely give books a try. Thanks
