Amit Kumar - Associate Director, CS MoEngage Inc.
- In the realm of Software as a Service (SaaS), customer success has emerged as the new sales. While sales teams were once solely focused on closing deals, the success of a SaaS business now relies on maintaining customer satisfaction and engagement in the long run. This means that customer success teams have become the industry’s new superheroes, entrusted with ensuring customers not only renew their subscriptions but also become enthusiastic advocates for the product. After all, in SaaS, a delighted customer is worth their weight in gold (or at least their monthly subscription fee). And remember, if all else fails, a little charm, plenty of patience, and the occasional meme can go a long way in winning over those hard-to-please customers.
- They say a happy customer is a loyal customer, but let’s be real— a happy customer is also a bragging customer. And in the world of SaaS, bragging customers are the ultimate goal. That’s where customer success comes in. Not only do they help customers adopt and maximize the use of your product, but they also become your product’s biggest cheerleaders. Think of it like a high school popularity contest, except instead of classmates and cheerleaders, it’s your customers who are shouting your praises from the rooftops. And let’s be honest, who wouldn’t want to be the prom king of SaaS? So, invest in your customers’ success plans, nurture those customer relationships, and watch as your revenue grows while your competitors turn green with envy.