SaaS businesses must create a separate Customer Success team to drives sales

New Ideas in MarketingEssential news for marketers, summarised by YouGov
September 24, 2021, 4:49 PM GMT+0

Rising competition makes SaaS companies highly vulnerable to churn if they are not paying enough attention to customer satisfaction.

Apart from the sales department, businesses should build a separate customer success team to better address customer pain points. Having a dedicated customer success team can help companies retain their customers while looking for opportunities to upsell.

While the sales team can focus on what they do best, customer success managers can care for customer problems. Creating a dedicated team of customer success managers can address customer concerns and push prospects towards the bottom of the sales funnel.

Customer success managers can also help companies better understand their clients, gather their feedback and use those insights to prioritise fixes. These professionals can further help brands identify new opportunities such as upsells.

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