What does CS look like for self-service, low ARPU SaaS solutions?
I'm the Cofounder and CEO of a growing, non-venture backed startup (eWebinar). I say non-venture backed because it's important to note that we don't have much resources, and every dollar we spend has to be super intentional.
eWebinar is a self-service, low ARPU ($50-250/month) SaaS solution. We're a super small team and all our post sales onboarding and training is delivered via eWebinar (automated webinars) and a massive HubSpot knowledge base.
My previous company was an enterprise solution where customers were super high-touch so CS was much simpler and straight forward as it almost always involved 1on1 touch base calls.
eWebinar is my 3rd startup but the first one that's truly self-service without account managers.
I'm curious as to what CS programs look like for companies like mine where it doesn't make financial sense to put people on 1on1 calls.
What are the important metrics to measure? What tech stack do you use to implement your program? How do you determine customer touch points and what types of content do you deliver to them?
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