A single is a losing business. 3. Customer success is no guarantee of real success Maybe you will say: Even if there are problems with marketing and delivery, isn't there still CSM? If it is this logic, the level of implementation is required to be higher than that of pre-sales, and the business capability of CSM is higher than that of implementation (in fact, CSM must be a business expert in the field). Said it was too demanding. The reality is that most of the CSMs are the original customer service roles; for business and improvement issues in use, it is difficult for CSMs outside the project to handle them.
The reason why these three issues are discussed separately is that as a result of their combined effect, the renewal rate may decline rapidly; because it is not easy to sell, more out-of-scope projects will be produced; the delivery success rate of out-of-scope projects will special database be lower. , resulting in lower renewal rates. Renewal rates will always be the foundation of SaaS business. Want to copy Salesforce? First look at the renewal rate for its 400,000 customers: 97%. 4. Why do you have to become Salesforce?
While Salesforce-style success is hard to replicate, marketing remains the most likely track for 2B SaaS startups. Salesforce's important contribution to the field of CRM is to create a large logical matrix of CRM, many of which are subdivided business modules, which can be used as a single point of business to dig deep into value and make entrepreneurial projects that are easy to implement. Businesses under the big concept of CRM can be further subdivided, such as: market automation, sales automation, sales enablement, contract performance, service automation, and even customer success.