SaaS carter to both Business to Customer (B2C) and Business to Business (B2B) models our focus discussion with being around the B2B model and what challenges a customer success department (CSD) is trying to solve for B2B SaaS Business.
For SaaS startups, account segmentation is still a challenge to the availability of analytical data rather than focused data.
According to a survey report, 50% of the CS teams acknowledged that their businesses use bottom-up estimation methodologies and don’t track financial metrics like ARR.
It includes laborious job with feedback loops, peer-to-peer (P2P) engagement, managing online communities, and consistent follow-ups.
1. Traditional B2B SAAS works with legacy analytical platforms to predict customer behavior which might be 99% noise is another potential challenge it may face. This underlying problem is solved to a great extent by the Customer Success department.
2. Lagging indicators is another reason which might result in creating a detour around the success of the B2B SaaS model. The customer Success department though its daily hundred of thousands of tracking point and with the application of Big Data
3. Is your SaaS selling a $100 technology or a $100,000 technology? A well-organized customer Success department would be able to drive answers around the expectation of the customers and assist in answering questions like which customers require handholding
To conclude SaaS charges its customer based on the subscription and value it delivers to its customer. A well-organized Customer Success department can to a great extent help B2B SaaS business operations in generating a high-flier model adding value at all the customer lifecycle stages and also reducing cost per customer delivery.