The Startup CEO’s Guide to Customer Success and Onboarding
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Re: The Startup CEO’s Guide to Customer Success and Onboarding
#2(FYI - I’m the co-founder of Arrows, which created this guide)
In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn.
The first employee we hired after raising money this year was our customer success advisor, Shareil Nariman. And he’s who wrote this guide which is fully published on the site. Just a small way we hoped to use the benefit of having funding to give back to the community.
Let us know if there’s stuff you think we missed!
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#3(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
Completely agreed. Customer success is what gives a middling product the time and space to turn into an ATM machine.
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#4(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
This looks amazing! Thank you!
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#5(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
Looks excellent
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#6(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
This is a cool guide just in terms of organization and writing style. What previous examples did you take inspiration from?
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#7(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
This is a cool guide just in terms of organization and writing style. What previous examples did you take inspiration from?
Thanks so much! The team is thrilled with how it turned out... and our first marketing hire doesn't start until next week, so this was a bit of a grind.
We looked at Clearbit's and Productboard's ebooks, frankly. And then we worked with a designer on the PDF itself: http://nonfik.com/studio
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#8Nice!
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#9Contains just the surface level information like pick a CRM, regular updates to your superiors etc.
Also this post is marketing for their own customer onboarding product (Arrow).
Re: The Startup CEO’s Guide to Customer Success and Onboarding
#10(FYI - I’m the co-founder of Arrows, which created this guide) In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn. The first employee we hired after raising money this year was our customer success advisor,…
> customer success was a secret weapon that’s massively overlooked and underfunded.
You are right about its importance, of course, but why do you say it is overlooked and underfunded? Almost everyone I know acknowledges that it is critical to success, and it get serious focus.