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!
Setting your SaaS Sales and Customer Success up for Success with Discovery
Let’s talk discovery -
Given the macroeconomic conditions and whatnot, companies are scrutinizing their SaaS spending even more.
It’s even more vital to sell the right solution to the right customer at the right time. Enter discovery -
Sample Discovery Questions:
- Establish a Need: What is the business’s need for the solution now? (or) What problem are you solving or looking to solve using our solution?
- Assess Priority: What would happen if you didn’t implement a solution now (impact) (or)? Why is this a priority today?
- Background: Do you already have a similar solution in place? How successful has it been for you? Where does it fall short?
- Expectations: What does your customer journey look like? How do you envision an ideal solution fitting into that journey?
- Success Metrics: What is success for you? How would you say we have successfully solved your problem (or)? What metrics can we use to measure the success of our partnership?
- Stakeholder Management: Who else should we be involved in ensuring we implement the right solution and focus on the right value metrics for you? What is their role in the business and this process?
Discovery is not a holy grail that will help you save a failing account or compensate for a bad product without PMF.
But by conducting thorough discovery, you can lay the groundwork for your success, building a solution that meets your customers’ needs and increases your chances of success.
Originally Published on gln.me: https://gln.me/saas-discovery-101/
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!
Discovery questions are your secret weapon to delivering better customer outcomes! First, the why🌟 Discovery questions are crucial in the Customer Success journey. They help uncover your customers’ goals, pain points, and expectations. Use them to tailor your approach for amazing results. How do you master discovery questions? 🤔 Be curious and genuine, and listen actively. Customers appreciate the attention and will open up, allowing them to align your solutions with their needs. Effective...
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...
DOs: Listen to your customers. 🎧 They’re your greatest source of insight and information. Their feedback is invaluable in improving your product and service.✨ Set clear expectations. 📈 Define success metrics and goals with your customers to ensure mutual understanding and shared vision. 🤝 Invest in your team. 🌟 Upskilling your team members allows them to provide top-notch support and empowers them to make a real difference. 🚀 DON’Ts: Ignore unhappy customers. 😓 Address their concerns, learn...