SaaStr 647: Scaling The Top SMB SaaS Companies: What It Takes with GGV Capital Managing Director Jeff Richards and GGV Capital Partner Tiffany Luck
The Official SaaStr Podcast: SaaS | Founders | Investors
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The Importance of Customer Success in a Small Business
Customer success is important in any technology company, but it's incredibly important in the SMB space. One of the challenges we had with an SMB tech company that Tiffy and I involved in was much higher churn than we thought we should have. You're trying to build automation in so that you can have a low cost of service relatively low as customers. There are a lot of tools now that help you monitor not only customer happiness with things like NPS, but look at very clearly what are the functions and features that those customers are using.
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