How to boost your performance with CS operations Part II

Hi, I’m Markus, and welcome to a 🔒 subscriber-only edition 🔒 of my newsletter. I help you to deliver, grow, and monetize customer value to improve your performance, accelerate your career, and build a profitable SaaS business.

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In last week’s episode, we started with the impact of CS Ops on CS performance through

• Determining the most and least profitable customers to optimize resource distribution

• Identifying the ideal customer to streamline new customer acquisition

• Understanding why customers churn

• Effective customer segmentation

Today, we will look at 4 additional tasks where CS Ops plays a pivotal role.

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5. Risk management

Almost every single SaaS company is facing growing churn rates right now. But the reason is not “the economy” even though it’s a great excuse. We are not in a recession right now, we are back to normal.

A normal without an infinite amount of free money supply. What happens now is that your customers now have to operate efficiently. Most of your churn can still be prevented.

It can be prevented on a strategic level, e.g. by acquiring the right customers, and on an operational one e.g. customers failing to implement their learnings. For the latter, effective risk management is the key.

Detecting things going south early enough for a well-designed response instead of firefighting is stressful and rarely ever works. You can hardly fix 11 months of customers failing within the last 4 weeks.

CS Ops responsibilities:

• monitoring customer progress

• aggregating risks

• evaluating the magnitude and likelihood of every risk

• derive dedicated measures to eliminate them

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