forentrepreneurs.com – The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. That means making sure they get the promised business benefits they signed up for. This blog post discusses how to measure customer happiness, and how to actively manage your business to achieve it. It also looks at the newly emerging Customer Success function.
Many of the ideas in this post came out of a meeting that we held for Customer Success executives in Matrix Partners portfolio companies. I would like to thank the participants in that meeting for their contributions to this post as well as Guy Nirpaz at Totango, and Nick Mehta at Gainsight.
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