(FYI - I’m the co-founder of Arrows, which created this guide)<p>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.<p>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.<p>Let us know if there’s stuff you think we missed!
Contains 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).
Am I missing something, or is "customer success" one of those things where people come up with a new term for existing things, but with "... done correctly" implied? I read the "What is customer success and why does it matter" part hoping for clarity, and that's what it reads like to me.
This is the same resource in a pdf format all collected together if you don't want to keep clicking around:<p><a href="https://attachments.convertkitcdnn.com/112815/c7859eeb-b6f1-410e-9b0c-c7e5b25591c1/The%20Startup%20CEO's%20Guide%20to%20Customer%20Success%20&%20Onboarding.pdf" rel="nofollow">https://attachments.convertkitcdnn.com/112815/c7859eeb-b6f1-...</a><p>(ps: my apologies to the arrows co-founder who I see is in the comments)<p>edit: I'm curious why this was downvoted? it's a more direct link to the same source and saves the users time. instead of being linked to a marketing funnel.
Somewhat off topic, but when I scroll down there is a position: fixed element that is always shown. The "book scrolling" animation was <i>really</i> distracting :|