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Oct. 12, 2021

181: How to Generate Extra SaaS Revenue Through Customer Success - with Puneet Kataria

181: How to Generate Extra SaaS Revenue Through Customer Success - with Puneet Kataria
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EPISODE SUMMARY

Every SaaS business needs customer success - a department as well as a focus. It's a proactive measure wherein you step in even before your customers get back to you regarding a concern about your service. It's a strategy to decrease customer churn and increase upselling.

In this episode of SaaS-Story in the Making with host Matt Wolach, Puneet Kataria covers everything you need to know about customer success. This can be summed up to the following: the best metrics to identify if your customer success efforts are working, the difference between customer success and customer service, and the best things your business can gain from having a practical customer success approach.


PODCAST-AT-A-GLANCE

Podcast: SaaS-Story in the Making

Episode: Episode No. 181, "How to Gain Extra SaaS Revenue with Effective Customer Success"

Host: Matt Wolach, a B2B SaaS sales coach, Entrepreneur, and Investor

Guest: Puneet Kataria, Founder at CustomerSuccessBox


TOP TIPS FROM THIS EPISODE

  • Track Your Customer Success Efforts Efficiently
  • Be on Top of Your Customer Success Journey


EPISODE HIGHLIGHTS

  • The Golden Benchmark of Net Retention
  • Exceed Your Net Dollar Retention
  • Customer Success vs. Customer Service


TOP QUOTES

Puneet Kataria 

[02:39] "As a partner, we need to deliver value because the authority with which customers are now subscribing is empowering them."

[09:25] "You will be able to keep your customers forever if you are delivering value."

[17:10] "We can't purely be relying on [being] reactive. We need to be proactive."

[20:54] "The seeds of churn are sown in the initial onboarding stage."

 

Matt Wolach

[03:37] "That's the beauty of SaaS. You've got the opportunity for recurring revenue."

[03:54] "[The customers] could leave at any time, so you've got to continue to show that you know they belong there that they're going to get value." 

[07:14] "The net revenue retention number is significant when you start thinking about investing. Investors love that number." 


LEARN MORE

To learn more about Puneet Kataria and CustomerSuccessBox, visit https://customersuccessbox.com/. 

You can also find Puneet Kataria on LinkedIn at: https://www.linkedin.com/in/katariapuneet/. 

For more about how host Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com/.

Get even more tips by following Matt elsewhere: