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
Start with measuring NPS and customer satisfaction. Then work backwards to identify issues. Then build the tool to implement solutions for customer and team.
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.
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.
