The best customer service is no customer service.
The best correlator to post-money valuation for premium SaaS companies is not monthly recurring revenue.
It's not revenue growth. It is churn.
Tomasz Tunguz – Redpoint Ventures
Customer Journey Mapping
Success Definitions & Churn Risk Analysis
Technical Ecosystem & Measurement
Self-Service & Services Modeling
Organizational Development & Evolution
Community / Social Strategy
Founder, Doug Nugent has been leading Customer Success initiatives for close to 20 years, having co-founded and sold a CRM consulting practice, then helping three successive SaaS companies through various stages of growth: Lithium Technologies, Get Satisfaction and Auction.com (now Ten-X). His Customer Success teams delivered value to consumers and companies of every size, including some of the world's largest and most recognized.
Map the journey your customers take to identify and prioritize loyalty, revenue and scalability opportunities.
Define the value customers receive from your service, the blockers to achieving that value, and the extent to which your customers are at risk.
Tracking and accessing critical data to support the customer journey, and getting accurate business insights is the foundation for scalability.
Determine the right mix and methods of self-service and human guidance (professional services) for helping maximize value.
Define roles, responsibilities and cross-departmental relationships to maximize the value of a Customer Success strategy.
Build brand equity, innovate with customers, and develop brand advocates through modern and transparent communication methods.
N2 was founded in the summer of 2015 with the mission of helping SaaS companies quickly and effectively implement and develop Customer Success strategies and programs.
A common challenge with building out a Customer Success initiative is the need for deep industry or organization-specific experience and proven customer success operational know-how. N2's services are designed to address that challenge by delivering tactical know-how on an as-needed basis - saving time and money typically wasted on finding the perfectly experienced candidate (needle in a hay stack), or having an existing employee come up to speed on, and effectively evaluate and implement, a multitude of new process and system options. Using N2 allows business experts to continue to concentrate on what they're good at - delivering on their organization's unique value propositions.
Using our comprehensive expertise and proven methods we can quickly and effectively identify and prioritize the most impactful opportunities; then, tactically execute on those opportunities, down to the finest details.
Catalysts for Engaging N2
"Getting customers on board seems chaotic, takes too long and it isn’t as effective as it should be..."
"Initial adoption is slow, or it drops off shortly after launch..."
"We don't have effective and/or repeatable plans for addressing
"We're buried in reactively responding to our customers and can't effectively
preempt potential cancellations..."
"We've been so focused on new revenue, existing revenue is beginning to churn and we're not sure where to start..."
N2 builds your capabilities to keep more customers and increase revenue - by optimizing the customer journey for loyalty and operational efficiency.
We do it by helping identify speed-bumps in the customer's quest for value and how you're enabling it; then crafting and implementing strategies that eliminate those speed-bumps.
"We can't tell which customers are at risk and why..."