Delivering a return on a customer’s investment in your product is key to retention in B2B SaaS. That’s why a robust success plan built on a deep understanding of your chosen customer is the most important item in the customer success toolkit. You can’t claim to be remotely interested in CS without one.

The topic is covered in depth in our FREE Customer Success Leadership online learning program. The module “Building a success process to deliver customer ROI” covers this in detail and sets out a comprehensive approach to guide you through the thinking. If you don’t want the full monty (and you should at some time) the here is a simple version using our Customer Success Canvas.

Let us know how you get on with it in the comments, below.