The probability of converting existing customers is as high as 70%. On the contrary, the chances of reeling in a new client are as low as 5%. Both of these statistics suggest that SaaS companies should ensure they’re delighting their current customers. Yet, only 23% of B2B companies have a customer-centric approach.
Ensuring that your customers are using your products to get positive results is extremely important. Some experts believe that by the year 2020, customer experience will be more important than the price of your products. In other words, making sure your clients are successful will ultimately have a positive impact on your company.
That said, learning how to measure the success of your customer is not always easy. This article will briefly define customer success and mention some of its benefits. We’ll then discuss ways to measure customer success and help you track how your product is being used.
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