Key Takeaways from Pulse Europe 2017

Pulse Europe 2017

Key Takeaways from Pulse Europe 2017

So, this year I was lucky enough to attend Pulse Europe 2017. It is the first time I have attended Pulse, and for Customer Success inside a SaaS business, I thought it was exceptional. Not only did I learn a great deal, but it was also great to meet people in a similar position. Although we are not there yet, we are on the right track. I learnt so much, but below are my key 10 takeaways from Pulse Europe 2017.

Key takeaways from Pulse Europe 2017

1. To scale, you need to be able to accurately segment your customers.

As much as we would love to give every customer a High-Touch experience, it is not possible to do this effectively over a growing customer base. It is therefore essential that you segment your customers early on into those that require a high touch, medium touch or low/tech touch.

Key Takeaways from Pulse Europe 2017

2. Centralise all Customer Information in one place.
This way everyone in the business know exactly what is going on with every customer if they need too.

3. Have a Customer Journey that is up to date and relevant.
You should always know what point your customer is in with their journey. What are the next steps/milestones?

4. Clearly defined roles with specific areas of responsibilities.
Ensure everyone knows who is doing what? Does the customer know who to contact?

5. Have a Customer Success mission statement/set of key values/objectives.
As well as having a company mission and set of values. It is also useful to have a mission and set of values for the CSM’s. This will help the Customer Success Managers stay focused.

6. Automated touch points based on areas of usage as well as customer journey.
For example. If a client is using a new feature for the first time. An automated email including information (article, video, webinar information) on how to use that new feature is sent-out.

7. Focus and prioritise.
Drill down to some primary objectives and focus on doing these well and not doing them all a little bit, at the same time.

8. It’s OK to say NO.
If a customer is asking for a feature that makes no strategic sense, or is only going to be utilised by a small percentage of your client base, say no. Otherwise, you will end up a year from now with a product you can’t define.

9. Put an isolated channel in place for customer feedback.
Ensure you have a dedicated method in place for customer feedback. Once you have the feedback, acknowledge it and speak to your customer about it. Don’t just gather feedback and store it.

10. Build a good network of peers in Customer Success.
This can be internal or ideally with people in similar roles at different businesses. Share each other’s pain, success and ideas.

Read more on Pulse Europe

James Harding

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