Key Takeaways

• Customer success has shifted from solution-oriented to upselling.
• Investing in training and customisation leads to greater expansion.
• Valuable service fosters internal growth and success.

Topics

• Customer Success
• SaaS
• Business Strategy

Transcript

I recently saw a post by Jason Lemkin, the godfather of SaaS, about the dying art of customer success. How most QBRs have just turned into upsells with no real knowledge about the customer or even a roadmap for their future success. This is a really sad development. Customer success evolved because enterprise customers in particular need to be guided onto your platform. You need to make customizations, do training, and make sure that the platform is fully bedded in. If it's going to create lots of value for the customers, it's sad that it's just turned into an upselling opportunity and that we haven't gone back to the art of making software solution-oriented. So I understand where Jason's coming from. He says traffic to customer success articles is massively down. But I think as an industry, if we let this art die, then we really will create future problems for ourselves. We invest heavily in customer success at ScreenCloud and it pays off. When we put lots of upfront effort, training, customization, and assist customers with the rollout of their screens, they expand more. Not because we upsell them on QBRs, but because we make it more valuable. And when it's valuable, it goes viral internally and we ultimately win. But we need to do the work upfront first.