Do Small SaaS Startups Need Dedicated Customer Success Software?
Maybe, maybe not, but the fact that you are a Startup is not the reason to avoid it.
Plus, you probably don’t plan on staying small … don’t make your decision purely on budget — while there are CS software vendors out there that require $50k+ annual up-front payments, a Startup can acquire an excellent solution for under $300 per month.
Ask yourself these questions …
- If you continue to manage your Customer Success goals with your existing stack of tools, will it compromise your ability to understand your customers and manage them optimally?
- Will the tools and processes you are currently using hold up to the stresses of scaling?
If you are answering NO then you need to make some form of change. I may be biased but jumping to another duct-taped solution is only going to bring you right back to the same position down the road. Every month you don’t implement a dedicated solution, you may be losing customers to churn, accruing negative health or missing opportunities to expand and fuel your Compound Engine.
You need to find a platform that gives you a low risk entry point to CS tech and facilitates your growth.
Although some of the platforms seem enormous, from a feature set and implementation POV, you can start small (e.g. with Akita’s START plan) — setting up some customer segments, tracking platform usage and configuring alerts to stay on top of changes in behavior. This shouldn’t take more than a few days and will provide a great foundation as you start to scale and add more data and processes to the CS platform.
[If you would like to see how Akita helps SaaS companies retain and grow their customer base, click here to request a DEMO].
Related Articles
Best Customer Success Software for Your CS Department in 2024
If you are reading this, you are faced with a real challenge. Either you already manage a customer success function and your existing toolset is not fit for purpose, or you have decided to start a customer success department and want to implement the right software as a solid foundation for your Customer Success Managers […]
Top Customer Retention Software to Reduce Churn in 2024
Figuring out the right customer retention management software to help manage your Customer Retention goals can be tricky. It really comes down to what your specific goals are, what type of market you serve, the customer data you retain and where that data resides. There are some specific types of tools you should consider. Customer […]
Customer Success vs. Customer Experience: Notable Differences
Positive customer relationships are the foundation of any SaaS business. Both customer success and customer experience aim to boost customer satisfaction, but they are actually different concepts that address different segments of the customer journey.
Best Customer Onboarding Software in 2024
How do you make sure you get this process right? Apart from having the right people and the right motivation, it would be remiss not to use the tools you already have or invest in some new ones, such as customer onboarding software so that everything required is being done to ensure your clients expectations […]
What is Customer Success: Short and Simple Guide
In the world of SaaS, customer churn can feel like a constant threat. But what if there was a secret weapon to turn happy trials into loyal customers? Customer success is what you seek, it’s a strategic approach that goes beyond basic support to ensure your users achieve their goals.
CSAT vs. NPS: Differences, Formulas, Examples
Customer satisfaction is the holy grail of any SaaS business. But how do you truly measure it? Enter CSAT and NPS, two powerful metrics that can shed light on your customer experience.
Customer Success vs. Sales: Differences and Similarities
Understanding the differences between customer success and sales in SaaS is crucial for navigating the intricacies of customer retention, satisfaction, and acquisition. Although both departments participate equally to ensure and maintain the business’ sustainability and growth, they work with different methodologies and goals. While customer success focuses on ensuring customers derive maximum value from the […]
Steps to Creating a Customer Onboarding Email Template
How you begin your relationship with customers often dictates how long and successful their relationship with your company will be. Given that SaaS companies need to retain customers for a period of time in order to accrue enough subscription revenues to become profitable, delivering valuable onboarding experiences is essential.