The Startup's Guide to Customer Success: How to Champion the Customer at Your Company

they lacked the grit needed for the job. Others were off the charts in terms of hustle and empathy, but it would take a solid five minutes for them to get a point across. Finding someone

“Andy described the multiple players on the company ‘team’: engineering, marketing, sales, and services. Each plays a role in customer retention. At a product-driven company, Andy estimated the engineering team has about 60% direct influence on retention, as product quality contributes most directly to the customer experience. Sales

We also included a list of the top ‘blockers’ to a customer’s activation and expansion with our product. For teams that didn’t interact directly with customers, this newsletter was their primary way to understand the customer experience.” Besides calls and an email distribution list,

Around the nine month mark, connect people who want to transition with their peers who’ve already done so, to give them perspective on the culture and workload of different departments.”

“We segment our customers based on customer size, so number of employees.

For example, the executive level user is going to have a very different usage pattern than a usual manager or leader and we’re starting to look at different usage patterns and different users and making sure that they are staying on track.”

He’s seen the power of understanding early on how your customer defines success and how you can help them find that success early on.

help our customers learn how to use Slido, we have three methods. One, we’ve tried to push as many of our training sessions as possible into group training webinars. Two, we just launched our in-app video academy which quickly shares how to use our key features. And three, we run Master classes in the cities with the highest concentration of custom

Engagement “The path to retaining users is to continually demonstrate the value of your product to them. While this is especially important for new users, it’s equally as important to continue demonstrating value to older users, to make sure they continue coming back as well.” – Craig Morrison, Founder of Kwilia and UsabilityHour Kayla Murphy, Co-F