As a SaaS leader, you know that tracking your data is essential. You need to be aware of your sales revenue, profit margins, costs and customer retention. Customer retention can be a difficult metric to track. What keeps a client loyal? What causes a user to churn? These questions are not always easy to answer with cold, hard data. That’s why we are here to help.
3 Point LLC was created to help companies deal with the challenges of rapid growth, especially when it comes to customer experience. Our goal is to help you increase user adoption while driving revenue growth and expansion. It’s a pretty lofty goal, and we do it by fine tuning your client journey with our four-step process.
- Analyze and map your customer’s journey. From on-boarding to adoption and beyond, we will segment your users and map their journey based on your solution and your customers goals. This crucial exercise is designed to help your customer success team guide your customers along the path to success.
- Track metrics to drive action. We’ll analyze your data, generate and track key performance indicators (KPIs) to drive action.
- Create a customized customer success model. After analyzing your data and mapping your customer journey, we will provide a customized customer success framework and actionable playbooks. Empowering your customer success team to confidently lead your customers. Our goal is to increase user adoption allowing for greater retention and loyalty. Client acquisition can be expensive for many companies. Experts have found that even a 5% improvement in customer retention can lead to a 20 – 100% increase in profits.
- Train your team for the new customer success model. Adapting to new changes and systems can be difficult for many employees. We can help make these changes more comfortable to handle by streamlining communication, empowering your team, optimizing resource planning and tracking the right KPIs.
Our four-step process has been developed to help businesses like yours succeed. We know how challenging growth can be for a software company. Our founder John Wood started 3 Point LLC after successfully leading a B2B software startup as a Professional Services and Customer Success leader. He’s seen firsthand how vital a robust customer success model is to B2B SaaS companies and that product adoption is paramount in stopping churn and allowing for stable revenue growth and expansion.
Your customers depend on your products to keep their businesses running. Their loyalty depends on how well your clients can use your products to help deliver results. If you make sure that your customer success model is designed to educate, empower and retain your customer base to increase business growth. We are here to help you create that model and serve your customers best.