Building your organization for scale is one of the most critical factors in the long-term success and overall health of a business, particularly for SaaS businesses. One area that we are most commonly asked about at WnTD is how to scale the customer onboarding process. Customers are often won over or lost in the first 90 days of their post-sale journey. It’s a crucial step to get right and it can have a massive impact on your customer's success and your organization's bottom line. Particularly in today’s subscription economy customers can come and go with relative ease. When customers have…

If you sit in a room with Customer Success Professionals you will likely hear some pretty specific and detailed Customer Success (CS) topics, such as customer success metrics, coverage models, and success plan outcomes just to name a few. While these are important topics, we thought it was worthwhile to go back to basics and discuss what CS means to the team at WNTD and what our operating philosophy is. We asked ourselves a very basic question - what is Customer Success? My partners and I immediately dove into the weeds and discussed elements of Customer Success, such as managing…

The sales to customer success handoff is one of the most important intersections in the customer journey. It can make the difference between successful product adoption or a churn risk waiting to happen. To properly examine this topic let’s start out by stepping out of our current professional frame of reference and look at this topic from the customer's perspective and consider the following scenario: Most of us have been here, it's that moment when you have made a purchase or signed a contract and you are left wondering where all the eager help and quick responses have gone. Your…