Resources: Small but Mighty Customer Success Teams

Smaller Customer Success teams are facing additional pressures as SaaS buyers look to maximize or even re-evaluate their software investments. As your team works to conserve your hard-fought revenue, it’s more important than ever to ensure that your customers experience ongoing product value.

Check out these resources for ways that small but mighty CS teams can maximize efficiency, foster a company-wide culture of CS and proactively manage accounts that are at risk.

4 Tips from Your Peers

Automate Onboarding: Automating the onboarding journey ensures every customer starts on the right foot. Consider how tools like automation can take human error out of the onboarding equation while still allowing for a personal touch.

Keep Your Team Focused with Dashboards: Dashboards can centralize your team’s CS efforts and provide one-click access to everything you need to organize your day. An organized and efficient team starts with a single source of truth for all your customer information.

Leverage Your Usage Insights: Don’t let your customer data sit idle and unorganized. Information from product usage, support software and other sources help you truly understand your customer. Trends in this data will provide insights your entire team can act on.

Segment Your Customer Base: Logical account segmentation is key to scaling your business. Since CS is about driving value and outcomes for specific customers, a tailored approach is a must. You can segment customers into similar groupings like demographics (revenue, size or industry) or even usage statistics (support tickets, license utilization or activities.)