#QuickTopic: Customer Success in your company strategy

The role and perception of the Customer Success function within SaaS varies a lot from one company to another. Company leaders often neglect the necessity to establish a full customer success strategy and to invest in Customer Success early on in their company growth. This can be a contributing factor to: 

• building the wrong organizational mindset that may not be customer-oriented
• slower revenue growth
• high churn rates
• poor perception of your business on the market, and ultimately, 
• company failure. 

When established early and properly, Customer Success should be more than a team or a department, but an organizational mindset and a way of developing your offering, adopted by your entire company. Customer Success can be a serious value boost for your organization and it can be a strategic contributor to your revenue. According to Gainsight, “companies that invest 10% or more of their revenue into the CS function have the highest net recurring revenue (NRR).” If you are on a fast growth journey and don’t have Customer Success fully figured out yet, think again.