A key goal of the customer success team is to maintain or increase your company’s customer retention rates, not to mention the added charter of upsell and cross-sell revenue from assigned customers. Maintaining high renewal rates is of utmost importance because profit margins are negligible in the first year and increase significantly in the second and third years of subscription.

How do you achieve this?
The customer’s goal behind every purchase, and all subsequent implementation, rollout, and adoption activities, is meeting their desired outcomes. You need to not only realize your customer’s goals but also broadcast your achievements with customer’s stakeholders.

It’s vitally important to regularly remind your customers of the value you provide. The truth about software solutions is usually that when they’re “out of sight,” they’re “out of mind.” This can be especially unfortunate if they are working and creating value as they should be!

You as a vendor need to collect evidence to validate the value your customer has realized, and compose communication collateral in collaboration with your marketing department.

In a recently published whitepaper, we share approaches to collect, prepare and present this value.

Download the white paper here.