The Ultimate Guide to SaaS Customer Success in 2024

Regardless of the format or use case, the goal of a customer success story is to provide social proof that a product or service works and can deliver results. A creative way to ask for a customer success story is by creating an interactive survey or questionnaire that prompts clients to share their experiences. At Stratosphere, a customized survey was developed that included specific questions about our client’s challenges, the solutions we provided, and the measurable results they achieved. The survey was made engaging and easy to complete, ensuring that it captured interesting and detailed insights.

What Makes Strong Customer Success Stories?

Sadly enough, upon their first attempt to use the system, it failed to work and all of their worries came true. Today, in this article, you’ll see some truly awe-inspiring stories. Learn how Pfizer used generative AI to achieve the scale necessary to treat more than 1.3 billion people with medicines and vaccines in 2022. Customer ABC utilized our software to streamline their operations, resulting in a 30% decrease in production costs and a 20% improvement in overall efficiency. We’ll email you 1-3 times per week—and never share your information. You already have all the content you need at your fingertips, so reusing it in as many channels as possible is a win-win situation.

Proactive, personalized expertise helps KONE deliver innovation faster

This helps readers understand the context and makes the story more relatable. In summary, customer success stories are important because they build trust, provide effective feedback, create engaging content, and generate word-of-mouth. By incorporating customer success stories into their marketing strategies, companies can improve their overall effectiveness and drive more business. They provide real-world examples of how a company’s products or services can make a difference in people’s lives.

The HubSpot Customer Platform

• Although we managed to alleviate the situation, further reflection clearly shows that we didn’t truly understand the customer’s business.
• While some SaaS companies may assume that users are getting what they want just because revenue keeps growing, this isn’t always the case.
• The customer success representative asks if they want to participate in creating a success story about their experience with our products.
• More than a social share or referrals, customer success stories are powerful tools.
• If you want your customer success managers to realize their full potential then it’s essential that you arm your customer success team with the necessary tools for the job.

In our experience, we’ve found that an existing personal interaction—that is, the customer reached out to you—is the best way to get the right customers for your stories. If you get lots of customer reviews, that’s a great place to find folks for customer stories. You can even automate the process of tracking reviews so everything’s in one place. Depending on what type of business you have, you might also find customers through in-store interactions with staff, social listening, monitoring online forums, or anything in between.

Write and publish the story

Instead of asking your customer to put it in writing, you draft the story and send it to them for approval. You take the work out of it for the customer, and you have a great success story to showcase your brand. The CTA Button, though positioned last, is of equal importance as any other element. A compelling call to action is essential for every Customers Success Stories success story, as it urges prospects to progress to the next stage of the funnel. After consuming the content, it is crucial to direct their actions accordingly. Whether you collect feedback through phone calls, surveys, or market research, the point is that you need a clear, in-depth understanding of what your customers are trying to accomplish.

If you go this route, you’ll ask some of the same questions you’d put on a form, but you’ll also want to be ready to think on your feet, depending on how the conversation is going. Make a consistent loop of this process every month, and it’ll run like clockwork. RingCentral’s desktop and mobile apps let you make video calls and phone calls, and send messages all in the same place. This is where you introduce the problem your client was facing before you swooped in to help. Case studies work to showcase a company’s function to the fullest degree. They represent the facts of what happened, who was involved, and what the outcome was.

IPG Mediabrands improves time spent on Le Petit Marseillais website

Create visually appealing graphics either by re-using quotes or some stats or maybe even benefits from certain features, and share them across your social media platforms to attract more leads. One of the best ways to instantly connect with your prospects is by highlighting your customer’s initial challenges before they find your solution. This will create empathy, resonate with your potential readers, and make them feel you truly understand them.

• ” If we go with that analogy, you’re the lightsaber, but your customer is the Jedi.
• How happy customers are will directly impact your earnings making it increasingly important if you want to reduce churn or start cross-selling to your customer base.
• We’ll email you 1-3 times per week—and never share your information.
• In a recent example, one of our clients was convinced to share their success story on our website by emphasizing the benefits and visibility their business would gain.
• Only brands that started franchising in 2019 or later were considered.

Whereas case studies reveal the facts, customer success stories share the overall experience and have an emotional undertone. They highlight the customer’s pain point and how a particular product or brand offered a solution. More than a social share or referrals, customer success stories are powerful tools. First of all, make sure that you’re collaborating with your customer throughout the writing process.

Once you’ve identified the goals of your existing customers and new customers, you can guide them toward it. Churned customers can provide valuable feedback on why they left so it’s best to start with them. Creating churn surveys can help you capitalize on this untapped data and proactively resolve the source of customer churn before you lose more revenue. Are you wondering how to retain your customers and make them love your product?

Do you have questions? We help you on your way.

You could also run feature surveys to see if your customers like the latest changes you’ve made to the product. At the end of the day, knowledge is power so having more information on how your users feel can be a significant advantage to customer relationship management. In addition to reducing churn, continuous onboarding can also lead to more upgrades. Furthermore, the customer stickiness score helps keep you accountable since it measures true engagement rather than vanity metrics. If you only look at MAU data and see it on an uptrend then you might miss that the ratio of MAU-DAU is actually falling, which is what stickiness tracking prevents.