October 2021

I’ve been involved with Customer Success Software for a while now and sometimes I make the mistake of thinking everyone understands what Customer Success is all about  . So, to clarify, here is what I think about when I think about Customer Success…

In SaaS, REVENUE COMPOUNDS, this is the 9th wonder of the world (the 8th is compound interest — according to Albert Einstein) i.e. If you keep adding new customers AND retain the existing ones long enough, you will likely see huge growth and profitability. It’s simple (but not easy).

Implementing a Customer Success platform will resonate across the business so the CEO should make the ultimate call on where to invest but who else should have oversight of or influence on the decision …

Customer journey modelling and a belief in the efficacy of applying a structured journey to customer engagement through time is deeply ingrained in SaaS culture. That Customer Journeys deliver greater Customer Lifetime value is an article of faith for many.

Why is this? Is it time to look to some other, better way of maintaining long-term relationships and maximizing revenue streams?

Firstly, it’s important to recognize that there are (at least) 2 reasons we are so tied to Customer Journeys: