Kick things off right
Set up a formal kickoff call and define success criteria from the get-go. Then, schedule follow-up calls to establish pain points, business criticality, and baseline metrics.
Create an onboarding plan with crystal-clear milestones and sponsor sign-off.
Then, go all in on hitting those milestones and celebrate progress.
Get SMART about metrics!
To create an effective business strategy, your objectives must be specific, measurable, achievable, relevant, and time-bound. But don’t stop there! Make sure you use objective metrics, so progress is crystal clear 🎯
Understand what your customers value
Consider the deal size and business criticality of goals when setting the KPIs. This way, you can create KPIs that truly resonate with each unique customer group.
Measure success in a way that speaks directly to their needs and priorities.
Regularly Communicating with Customers
One of the keys to building long-lasting relationships is open and frequent communication. This is especially important in SaaS, where customers rely on your product for their business.
Track Progress Regularly
Regularly sharing progress updates, new features, and changes with your clients shows them you’re actively working to deliver value that aligns with their goals.
Have a Mutual Success Plan
Give your customers a clear roadmap with the steps to achieve their goals. They’ll see value faster and be happier for it.
Set the right expectations
Setting expectations upfront ensures we’re all on the same page and working towards shared goals. 🤝
Paint a vision
When you demonstrate how your product or service will help customers achieve their goals, they will likely stick around for the long haul.
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Read my other articles on Customer Success: https://gln.me/categories/customer-success/