Last week SaaStock hosted their 2nd annual SaaSock Remote event, which was focused on helping SaaS leaders gain traction, grow and scale in a hybrid world.
Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Being a part of an expert-led community like this SaaStock Remote event gives access to the knowledge and experience SaaS leaders need.
The event was filled with intimate hands-on workshops, and content sessions with expert leaders who shared their stories and strategies to thrive.
If you didn’t get a chance to tune in for the virtual sessions, no worries. Here’s our recap of the top three takeaways for Customer Success professionals.
Top 3 Customer Success Takeaways from SaaStock Remote 2021
1.) Focus on Customer Experience to Boost Retention
Strategy 📚: ‘Boost Retention. Building an Impactful Customer Experience.’ with Lynn Tsoflias (CustomerGuru) #SaaStockRemote— SaaStock (@SaaStock) February 25, 2021
3 key themes for an impactful customer experience:
🌟 Focus on the customer experience first
🌟 The customer and product team partnership
🌟 Win as a team pic.twitter.com/ww1im3Miil
2.) Establish Great Feedback Loops
💬🌟 “For us the customer experience is the most important, and we have a great feedback cycle from the intersection between our product, sales, and customer success teams.” – Jan Arendtsz, CEO & Founder at @Celigo #SaaStockRemote— SaaStock (@SaaStock) February 25, 2021
3.) Start With Understanding Your Customers First vs. Trying to Solve a Problem
🌟”The first 2-3 years we were trying to figure out who our customers were. We started with the problem, instead of the customer & it caused us challenges…there was a lot of reflection required later on, on ‘who is our customer?'” @hirokitakeuchi CEO @GoCardless #SaaStockRemote pic.twitter.com/1kb8mQFWRM— SaaStock (@SaaStock) February 25, 2021
To learn more, check out the SaaStock Remote 2021 sessions on-demand on SaaStock’s YouTube channel.
Customer Success Around the Web
- 6 Productivity Tips for CSMs– Learn how to identify the most important daily tasks for a CSM and what’s worth saying no to.
- The Future is Hybrid: The Impact to CS People, Process, and Technology – Dive into some way you may need to think about the future of Customer Success and customer engagement, given the “new normal”.
- Secondary Effects of Churn– Find out that are some of the possible secondary effects of churn and their impacts on your brand and reputation.
Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero