The role of customer success departments has evolved dramatically with the advent of SaaS-based cloud applications. Companies expect their customers to be happy and are proactive in ensuring that they have a positive experience throughout the sales process.

What’s Customer Success?

Customer success means ensuring customers are satisfied and happy with your service. Customer success is about making sure your customers have a great experience. This means that you must be proactive at all stages of your sales cycle. From onboarding new customers to training them on how to use your product, monitoring their usage patterns, and offering support if they encounter any issues.

Customer Success SaaS Applications can play

Many of the tasks associated with customer success can be automated using Customer Success SaaS apps. You could, for example, use a SaaS app that allows you to monitor and report on the usage of your product or service in real-time. This will allow you to quickly identify customer issues and resolve them before they become a problem.

These applications are not only valuable for their role in customer success. You can use them to automate the delivery of your product/service, which will allow you to standardize and streamline all aspects of customer success, from onboarding new customers to training them on how to use your product/service.

Key metrics to measure customer success SaaS apps

To measure customer success in SaaS, there are many key metrics you can use. These are:

* The number and type of users who sign up for your product or service.

* How many customers have upgraded their subscriptions, renewed their contracts, or purchased additional services through you via a self-service portal?

* Based on the two types of transactions (new user or renewal), the total revenue generated from sales over time. This will indicate how successful your conversion efforts are in converting users into paying customers.

* If any early adopters left negative feedback about your product/service. * How many people are currently using your product/service?

These metrics won’t give you an accurate picture of the success of your SaaS application. Other factors should also be considered, including the number of returning and new customers using the service each month; the number of customers spending on upgrades and renewals in each quarter (also measured via self-serve portals); and whether complaints have been made about customer support.

Best practices for customer success with SaaS applications

To ensure that your SaaS application succeeds, there are several best practices you can follow. These are:

* It is important to have a consistent and clear set of customer success procedures, policies, and guidelines for all employees at all levels of the company. This will allow everyone to understand how they can best support customers.

* Allowing users to communicate easily via social media channels like Twitter and Facebook. Make sure that there is a feedback mechanism (e.g. email) so users can leave positive comments about the product/service they have used without fear of negative consequences.

* Make sure you have a customer success dashboard that is well-designed and displays key metrics in an easily understood format. This will enable your company to track the performance of each measure over time and adjust as necessary.

* Train all employees on how to best support customers. This includes how to answer basic questions about the application, how to report bugs or other issues, what information users need to provide when reporting bugs or other problems (e.g. serial number or license number), how to respond to users asking if they purchased a subscription (e.g. “yes, I did” and “no, not”); how to best handle technical support requests; and so forth.

* Monitor all customer success metrics regularly. This will enable you to spot potential problems before they become serious problems with customers. You should immediately take action if something seems off.

Best practices for customer success with mobile apps

You should also consider these key points when creating applications for your users.

* Make sure that each user has full control over their data. If you store credit card numbers or other private information on a server for users, ensure that they have complete access to the information. Don’t place it behind any kind of barrier where only certain people can view it.

* Ensure that your applications are regularly updated with bug fixes and other improvements via regular updates from the publisher/developer (iTunes).

* Provide easy access to customer service for your users. This will enable them to get assistance quickly when they need it. This is particularly important for subscription models where users are charged according to usage (e.g. number of times an email address was registered). Your users will have no choice but to go back to their home screen/settings menu and re-register if there is no way to contact you.

How to make your customers happy with their onboarding experience

Publishers and developers must understand that customer service is an important aspect of their business model. Suppose they can’t provide adequate customer support. In that case, likely, the application will eventually fall into disuse by many customers – which could lead to a loss in revenue for your company as well as an increased cost associated with user acquisition/retention.

Here are some tips to ensure your success in developing apps for your users.

* Make sure you provide easy access to any service-related questions (via buttons or links) from within the app.

* You should include as many user-friendly functions and features as possible when developing an application. This will reduce customer support issues later on.

* Make sure your users know all channels available for them to contact you (e.g. email address, and social media accounts like Facebook or Twitter).

How can you ensure your customers are happy with your application even after the sale is closed?

After a sale is closed, customers are likely to be extremely satisfied with your app and want to use it as much as possible. You will need to offer many useful features to ensure they (and potential customers) continue to use your app.

For developers/publishers like yourself who are developing applications on behalf of users such as yourself, here are some best practices when it comes down to ensuring user satisfaction:

* Make sure you provide all support services to users who might have issues with your application.

* Make sure you provide all the resources and tools necessary for customers to seek assistance (e.g. via an FAQ section, online forum, or support group).

* Offer many useful features. This will ensure that the customer is satisfied with all future updates.

It’s also important for developers/publishers like yourself to be aware that there are various ways in which they can ensure user satisfaction:

• Use services like Google Play Developer Console to ensure that you provide all information necessary for users to get assistance if required.

• You should ensure that your customer service team is available 24 hours a day via email, phone, and social media.

• Regular updates are a must to ensure customers are aware of any changes in your application (e.g. new features).

How to measure customer satisfaction in SaaS apps

Successful applications must measure their success. There are many ways to measure success in your SaaS application. You must understand the relationship between these measures and customer satisfaction.

* Google Analytics (or something similar) will let you track visitors’ behavior on your website.

* Track feedback via social media channels like Facebook and Twitter. It is possible to hold user testing sessions with potential customers, who may have previously used your app, so they can share their opinions/thoughts about the product (e.g. features, ease of use).

• Monitor customer satisfaction using surveys. This will enable you to gauge user engagement with your app.

How do I increase customer retention in my SaaS app?

Many factors can improve the success of your SaaS app.

* Make sure the application has a dedicated support team that is available to users 24/7 via email, phone, or social media channels like Twitter. Potential customers can also learn more about the application by doing this.

Make sure your app is simple to use. This will increase user retention. You can ensure that your documentation (e.g. help guides) is clear and easy to use.

Customer Success Lowers Churn

How it can reduce customer churn is one of the key factors that will determine whether or not a SaaS application succeeds. This is because a SaaS product that works well will generate enough revenue for each customer to cover ongoing costs such as hosting fees.

There are many ways to measure your success in reducing churn.

* Track feedback via social media channels like Twitter. To gauge customer satisfaction, you may want to hold user testing sessions with customers who have previously used your app.

* Find out how many customers have used your SaaS application over the past year. If this number exceeds 90%, you might want to look into whether any limitations could be affecting the customer’s experience.

SaaS Customer Success Management Responsibilities

To be able to manage customers’ success effectively, you need the following:

* An in-depth understanding of your product’s features. This should include an in-depth understanding of your product and its features.

* Ability to communicate effectively and clearly with potential customers using your SaaS application to understand their needs and the reasons they use it.

* Awareness of limitations that could affect an individual’s experience and prevent them from using your SaaS application.

* Ability to identify the best metrics that would help you evaluate your performance relative to customer churn and how it could be used to plan for the future.

Customer success is improving, evolving, and becoming more popular every day.

It is vital to understand customer behavior and adapt to changing business environments. SaaS companies are keen to improve customer success strategies, as evidenced by the increasing access to budgets by their customer success teams. Understanding the customer’s needs and providing a solution that meets them is the best way to manage customer satisfaction.

To achieve these goals effectively, you will need to be able to see how SaaS applications can improve customer satisfaction over time.