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

Oct 12, 2021

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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: