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14min chapter
Episode 747 | Evolving SaaS Customer Success Over 7 Years (with Jane Portman)
Startups For the Rest of Us
Navigating Customer Success in SaaS
This chapter explores the evolution of customer success practices in the SaaS industry over seven years, focusing on effective onboarding and user integration. It outlines a four-stage framework that highlights the transition from basic approaches to sophisticated methodologies, while discussing the challenges of product differentiation and customer support. The narrative emphasizes the importance of hiring the right talent, particularly engineers, to enhance customer engagement and streamline onboarding processes.
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Discover
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