Implementing a customer success function can result in tremendous value for you and your customers. The only catch? Doing it successfully means teaching your customers to take on something more complicated than learning your software — changing their behavior.
Many SaaS vendors recognize the need for a Customer Success Management (CSM) function, but they struggle with knowing where to begin creating this capability. They often start with doing what they are comfortable with and already know how to do. But this won’t solve their problem. It is time for something new.
Poor user adoption and the lack of perceived value by customers is the greatest challenge faced by SaaS vendors. Quite simply, a customer that is not using your software and not realizing measurable business value from their IT investment will not be your customer for long.