Through our work with dozens of growth-stage, B2B SaaS companies and conversations with hundreds of execs and CS leaders we've identified a handful of processes that can move the needle quickly.
"A good plan, violently executed now is better than a perfect plan tomorrow."General George S. Patton
While it's tempting to perfect our plans before we act, we have learned from methodologies like Kaizen and Lean manufacturing that executing to learn is critical to business success and long-term agility.
It's no different for B2B SaaS and technology companies who are looking to retain customers and grow customer revenue with a customer-centric approach.
In fact, we've found that by implementing just a handful of key, customer-centric processes within an organization that it is possible to unleash a wave of energy to energize a wholesale transformation toward customer-centered growth.
Here are five examples from our work with nearly 100 B2B SaaS companies over the past three years:
Installing any of these processes takes just a bit of work. There are four key elements of deploying a process that helps to make it stick:
In the long run, it's important to build a strong customer strategy by segmenting customers, mapping the end to end customer journey and building account coverage models.
But right now, we can have an immediate and material impact on customer retention, experience and growth by instituting these straight-forward tools to drive customer success.
Are you executing a good customer success plan today? Or are you perfecting your plans for tomorrow?