by Ari Hoffman.
Originally published on Mindtouch.
Without the proper internal structure geared towards helping your customers succeed, you will find high churn that results in lower retention rates, poor customer advocacy, and your competitors stealing your base out from underneath you.
Watch what Tiffani Bova (Salesforce), Catherine Blackmore (Oracle), Tien Tzuo (Zuora), Nick Mehta (Gainsight), Aaron Fulkerson (MindTouch), and Dan Adika (WalkMe) have to say about Customer Success (while at SaaStr Annual)—in particular what it means to their individual organizations.
For more on SaaS customer success, read our free guide: 6 Emerging Trends in SaaS Customer Success.