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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CX Tales from LN

Hi, I'm Lakshmi Narayanan, but you can call me LN! I'm a customer success leader with an experience across multiple domains, ensuring organizations deliver exceptional customer experiences. I have nearly a decade of professional experience and a track record in customer success, sales, pre-sales, solutioning, support, and software development, working with various market segments and industries. Check out my newsletter and sign up for customer experience tips and insights!

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