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November 20, 2019
Retain More Revenue by Choosing the Right Customer Success Technology
By: SBI
Cloud-based Software as a Service (SaaS) software delivery has revolutionized the B2B software sales cycle. It has streamlined implementation and heightened ease of use for customers and vendors alike. For vendors, however, these bright sides have come with some significant drawbacks, given that it has lowered the effort required of your customers to switch to the competition. These days, customers can practically change at the click of a mouse.
Customer success is a discipline that arose in response to this highly competitive market, and at its core, it is about retaining revenue from existing customers. Among its many facets and permutations, this nascent discipline requires constant engagement and the building of deep relationships with customers. These crucial functions cannot be left to chance or the individual proclivities of your customer success representatives, no matter how talented and engaged they are. Instead, your company needs a plan of engagement and the operational discipline and savvy to stick to proven methods of preserving revenue.
This is where software comes in. Customer success software can provide your reps with the guardrails, insights, and tools they need to engage with their customers in a way that is proven to result in a healthy customer experience. Additionally, CS software has a high rate of renewal and expansions while simultaneously allowing a holistic, integrated view of the entire process.
Download the RGM’s CS Tech Gap Visualization Tool to evaluate the importance of each RGM Customer Success Tech Stack Consideration.
Rate your organization’s current performance for each and the scatter plot below will help you to visualize the gaps you need to address with your customer success tech stack.
Read on for an overview of some of the most prominent customer success software packages available today.
These are just some of the tools available to help accelerate the efforts of customer success teams in a variety of stages of growth and across all SaaS verticals. With the proliferation of options in this space, it pays to stay abreast of what is available and what might be the best fit for your organization in its efforts to retain recurring revenue.
The RGM’s CS Tech Gap Visualization Tool can help you get started.
Ready to dive in and do a thorough evaluation of which software is best suited to your customer success efforts? Have questions about proven best practices that can help you establish and optimize your customer success operations? SBI can help with everything from planning, to process, to talent, to helping you select the right tech stack for your customer retention and expansion strategy. Contact us to book a visit to the Studio for your customized consultation.
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