In preparation for launching a new SaaS solution, we are taking our customer success model in a new direction. The current state strategy for this new solution is as follows:
- Individual acquires app via store download (free version)
- Relationship engagement processes engaged (automated emails, sharing of content, etc.)
- When engagement with product reaches defined threshold, CSM makes direct contact with user to begin relationship building and gain insight into employers organizational structure
- Automated trickle email campaign activated
- When email engagement reaches defined threshold, CSM makes direct contact with economic buyer to begin relationship building to gain insight into feasibility of the application being used at an enterprise level
- Determine business opportunity
- Obtain enterprise subscription
- Onboard
- Maintain relationship
- Retain subscription and up-sale
Being new to this model and hoping to learn from this community, I am highly interested to learn from my peers. Where are there holes? How does your organization determine who owns the responsibilities outlined? Do you have a dedicated CSM that follows this type of process from cradle to grave?
All insight and thoughts are appreciated.