Customer Success at a non-SaaS B2C Fintech startup: Where to start?
Hi all,
So I recently joined SadaPay, an emerging Fintech Startup and one of the fastest growing companies in Pakistan.
Previously, I was working in the CS Department for a US based organization, a subscription-based model.
I have worked as a Customer Experience Associate for around 8 here and I've now been promoted to the role of Customer Success. Since we do not have a dedicated Customer Success department, I'm struggling to understand how I can use my learnings from my previous work experience to this work role. As a start, I'm currently working on analysing satisfaction levels of our user's on our in-app chat and overall customer support.
Here are a few things I have in mind to start working on:
1- Evaluating DSATs (De-satisfaction levels) and creating a strategy for retention to decrease churn rate.
2- Understanding customer trends
3- Competitor analysis to understand customer experiences and pain points with other products.
I'm still quite new to this and not sure if these are the steps that would create enough utility for the company.
So just looking for guidance or tips. What metrics could I use to track customer success given that we sell our service? What would you do first as a CSM in a non-SaaS company?
Thanks,
Mariam
So I recently joined SadaPay, an emerging Fintech Startup and one of the fastest growing companies in Pakistan.
Previously, I was working in the CS Department for a US based organization, a subscription-based model.
I have worked as a Customer Experience Associate for around 8 here and I've now been promoted to the role of Customer Success. Since we do not have a dedicated Customer Success department, I'm struggling to understand how I can use my learnings from my previous work experience to this work role. As a start, I'm currently working on analysing satisfaction levels of our user's on our in-app chat and overall customer support.
Here are a few things I have in mind to start working on:
1- Evaluating DSATs (De-satisfaction levels) and creating a strategy for retention to decrease churn rate.
2- Understanding customer trends
3- Competitor analysis to understand customer experiences and pain points with other products.
I'm still quite new to this and not sure if these are the steps that would create enough utility for the company.
So just looking for guidance or tips. What metrics could I use to track customer success given that we sell our service? What would you do first as a CSM in a non-SaaS company?
Thanks,
Mariam