You've got a growing SaaS Product and an outstanding Customer Services Team that gives every customer outstanding personal attention.
Your customers love it, but how long can you sustain that level of service?
You've got user documentation and a training program, but you don't know if your customers are getting what they need from them.
Customer Retention
Nearly everything that takes place after the sale is Customer Retention.
Installation & Onboarding
Implementation & Training
Post-Sales Enablement
Customer Service
It's all the stuff that ensures your customers stay your customers,
and encourages them to rave about your product to their friends.
Customer Service Heroics
Your customers love the personal touch, and all your Customer Satisfaction Metrics are excellent. But as you keep growing that's not going to be sustainable.
You need a solid strategy to convert the wealth of knowledge and experience that your Customer Services Team has been providing 1:1, into a form that offers the same value to your customers in a 1:Many format.
The Customer Services Team is too busy supporting your customers to
undertake a customer education program initiative. Product Management has been providing documentation, but it's too technical for customer consumption.
Solutions That Fit
You don't need a whole Knowledge Team at this point in your company growth.
You can hire freelance content creators, but you still need someone who understands the needs of your customers to tell them what to produce.
As a Customer Retention Specialist, I will take the time to get to know your Product, your Subject Matter Experts, and your Customers before collaboratively crafting a plan to address your unique needs as simply as possible.
Whether via a short or long-term engagement, I'm here to help you give your customers the best experience you can.
I'm Here to Listen
Tell me about the problems you're facing. If I think I can help I'll set up a free 30 minute call to learn more about your situation and your company.
No sales pitches. No email newsletters. Just an attentive ear.
If I'm not a good fit I'll try to recommend someone who is, and at least leave you with some actionable advice to guide you in the right direction.
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