Impacting Customer Success
The SaaS model depends on expansion and upsell after the initial sale. Today customer success is very reactive. In the future customer success will be the ability of a company to proactively reach-out to clients and help them grow their business. This creates a great opportunity to engage customers, upsell and market to them. One of the advantages of SaaS, is the rapid innovation cycles - 3 major releases a year, sometimes even more. - How can you make sure your customers are using all the new powerful features you are building - How can you make sure they are getting value from all this innovation.