If you're selling the SaaS product to a customer on day one, you're not going to enable 100 features. It's a journey, it's an evolution.

Knowing your customers means walking a mile in their shoes. Once they know you understand the journey they’re on, you build bridges together. 

Rohan Shende provides us with these tips on growing together:

1. Having a diversity of viewpoints allows you to connect better with your customers:

We have a unique approach to setting up a Customer Success team. 

My team is a bunch of individuals who are top performers, but they also bring in a lot of [cultural] diversity as well.

To give you an example... in my particular team I have a person reporting to me from every single nationality in Latin America.  People from El Salvador, Ecuador, Brazil, Argentina, a person from Mexico as well. And then of course, US-born nationals. I myself being an Indian national, ultimately a green card holder in America. 

But the point is, it's very important to understand your customer, right? It's important to understand the culture of the company. The cultural fabric of the customer, like what are they aspiring to be? What problems do they have? And what kind of personality will match with their project management team? 

2. Match the customer’s pace, gain efficiency:

Our solution team developed a self-paced journey to onboard any customer. That has helped us drastically. Because we used to spend, I would say, at least 20, 30 hours onboarding, coaching the customer, making sure they understand every piece of it. Now our approach is a little different. 

We are empowering our [customers]  to learn at their own pace. 

Once they learn everything and then they complete their assignments... then we have more collaborative workshops; we are addressing if they have any questions, or if some things were not clear... rather than doing that hand holding, instead doing two, three hours of workshops taking them through the entire platform. That has been a really efficient process that we have brought in.

3. Go on the journey together:

Sometimes the approach we take is... no matter what, the customer is always right. But then, we put unnecessary pressure on our teams. They're trying to always say yes to everything the customer says. Going back to that point of being that trusted adviser or strategic partner for your customer... you should have the ability to say no to your customers as well.  

Rather than giving them too many solutions, and promising yes to everything, we're navigating them through this process, and coming to the right solution. 

That's where Customer Success teams fail a lot. They're trying to please customers, rather than finding the right solutions for the customers.

Thanks to Rohan for reminding us that true empathy means partnership for Success, not being a yes-person!

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