The customer success funnel is built to help your customers get the results they want and achieve tangible, positive outcomes through your product.
Any SaaS company in a competitive marketplace must have customer success. A customer success process that is successful will help you increase customer retention, engagement, and satisfaction and decrease churn. This aligns perfectly with many SaaS business strategies.
Steps for Building Customer Success Funnel:
Onboard:
Customers churn because they don’t understand or see the value in your product. Your Onboarding experience is key to this. You must help your customers create their accounts to ensure a positive onboarding experience. After this, they can fill in any blanks left by some features. You can choose SaaS marketing onboarding to fulfill your needs of bringing success to your customers.
Convert:
Consider the low likelihood of acquiring new customers, between 5-20% for the most successful players, and focus on maintaining existing users and converting them to paying customers.
If you don’t win them over and make the most of their first experience, users are less likely to be willing to pay more for your product. You should know about the significance of features that are most valuable and what benefits they offer. You should make their experience with your product as personal as possible, taking into account each person’s unique needs and concerns.
Engage:
While the “Aha” moment is crucial to building customer loyalty, it’s not all that important. To make your product indispensable, you must increase customer engagement. You should engage your customers and make them buy your products by tempting them in different ways.
It can also be an incentive to keep users engaged by rewarding them with advanced features for completing an action. You should focus on small wins. This shows appreciation and increases loyalty.
Don’t wait until any communication problem occurs. Get everything solved before.s. Depending on the value that these customers bring to your company, you can either call or email them. This is crucial during the initial weeks.
Attain Succes:
You have to make sure that customers are getting the best out of your product to achieve success. We have already mentioned that scheduling calls with your top customers are a great way to ensure they are satisfied and can address any concerns or issues.
Customers must have a positive experience with your product to boost their loyalty. It is necessary to make a customer feel happy with their purchase and upsurge their confidence that they are gaining value. Your customers should live up to all the promises made by you on your landing pages and website.
Upsell:
This is the moment to take your customers one more step and offer cross-selling or upselling strategies. Customer-centric businesses understand that your success is dependent on the success of your customer. This means that both sides will reap the benefits of expanding. Your customer should love your product and consider it indispensable in achieving their goals. Now it is time to get started upselling if you have achieved your commitment to providing lifetime value.
