EPISODE SUMMARY
Every SaaS business needs customer success - a department as well as a focus. It's a proactive measure wherein you step in even before your customers get back to you regarding a concern about your service. It's a strategy to decrease customer churn and increase upselling.
In this episode of SaaS-Story in the Making with host Matt Wolach, Puneet Kataria covers everything you need to know about customer success. This can be summed up to the following: the best metrics to identify if your customer success efforts are working, the difference between customer success and customer service, and the best things your business can gain from having a practical customer success approach.
PODCAST-AT-A-GLANCE
Podcast: SaaS-Story in the Making
Episode: Episode No. 181, "How to Gain Extra SaaS Revenue with Effective Customer Success"
Host: Matt Wolach, a B2B SaaS sales coach, Entrepreneur, and Investor
Guest: Puneet Kataria, Founder at CustomerSuccessBox
TOP TIPS FROM THIS EPISODE
EPISODE HIGHLIGHTS
TOP QUOTES
Puneet Kataria
[02:39] "As a partner, we need to deliver value because the authority with which customers are now subscribing is empowering them."
[09:25] "You will be able to keep your customers forever if you are delivering value."
[17:10] "We can't purely be relying on [being] reactive. We need to be proactive."
[20:54] "The seeds of churn are sown in the initial onboarding stage."
Matt Wolach
[03:37] "That's the beauty of SaaS. You've got the opportunity for recurring revenue."
[03:54] "[The customers] could leave at any time, so you've got to continue to show that you know they belong there that they're going to get value."
[07:14] "The net revenue retention number is significant when you start thinking about investing. Investors love that number."
LEARN MORE
To learn more about Puneet Kataria and CustomerSuccessBox, visit https://customersuccessbox.com/.
You can also find Puneet Kataria on LinkedIn at: https://www.linkedin.com/in/katariapuneet/.
For more about how host Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com/.
Get even more tips by following Matt elsewhere: