Incorporating Customer Success into Your Organization

When using a freemium model, having a customer success team plays an integral part in keeping your customers happy and improving your bottom line.

A freemium business model isn’t exactly the typical way to run your company. So naturally, it requires some unique processes and personnel to make it work. One of the most important steps you’ll need to take in order to increase user adoption and drive renewals and upsells is to establish a customer success team. Dan Rodrigues, CEO of Kareo, explains how this hybrid team is a critical component for any company that chooses freemium.

Part sales team, part customer service, the customer success team has a unique set of responsibilities, and Rodrigues explains how, if run effectively, it can be your wolf in sheep’s clothing. In order to progress your customers along the cycle, your team needs to be able to get close to your customers, answer technical questions, and add value, all the while reinforcing the benefits of your product.

Looking for More on Customer Success Management?

Customer Success Management and the Critical Path to SaaS Renewals
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. Read more.

 

The Customer Success Map: A Key Tool in Your Fight Against Churn
In the ongoing battle against churn, you may be your own worst enemy. SaaS consultant Lincoln Murphy of Sixteen Ventures explains why understanding and mapping your customers’ needs is key to keeping them engaged, boosting their satisfaction, and reducing your churn. Read more.
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