Customer Success Takeaways from SaaStr 2019

Last week we attended and exhibited at SaaStr Annual in San Jose as a gold sponsor. It was a huge uniting of the global B2B SaaS community. 

We had some great conversations in our booth about scaling in SaaS and the role that Customer Success should play in driving that growth. 

It was also fantastic to meet so many Customer Success leaders at the event and see numerous Customer Success focused talks included in the session programming. 

In the world of SaaS there’s the underlying truth that Customer Success plays a key role in the recurring business model. Given that, we wanted to share with you some Customer Success takeaways we picked up while at the conference.

1.) CSM Profession is Exploding!

2.) There’s More than Meets the Eye (or Ear)

3.) Focus on Both the User & the Chooser

4.) Focus on Your Customers, Not Yourself

5.) Key Product Metrics to Track

6.) CS Tips to Scale

7.) Listen for Opportunities to Build Lifelong Fans

8.) Work Backwards from the Customer

9.) Customer Success Question to Answer 

10.) Have Empathy for the Customer in Everything You Do

 See you next year SaaStr!

ChurnZero Resource – ROI Calculator

As we strategize for the year ahead, it’s time to make sure you are investing for your Customer Success team wisely.

This calculator simulates the potential return on investment that you could realize by implementing ChurnZero’s customer success platform.

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