{"id":40250,"date":"2023-04-18T22:07:02","date_gmt":"2023-04-18T22:07:02","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-success-strategy\/"},"modified":"2026-04-03T13:59:38","modified_gmt":"2026-04-03T13:59:38","slug":"customer-success-strategy","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-success-strategy\/","title":{"rendered":"Customer Success Strategy: 15 Actionable Tactics to Drive SaaS Growth [+ Examples]"},"content":{"rendered":"<h2 id=\"27eov\"><strong>What is a customer success strategy?<\/strong><\/h2>\n<p>Customer success strategy is a framework of tactics to deliver value to your customers throughout their lifecycle with your product. It involves understanding your customers&#8217; needs, goals, and challenges; and providing them with the right solutions, support, and guidance to help them succeed.<\/p>\n<p>Customer success strategy is not just about reactive customer service or proactive account management. It&#8217;s about creating a holistic customer experience that aligns with your product vision and business objectives.<\/p>\n<h2 id=\"ath6l\"><strong>Why do you need a customer success strategy?<\/strong><\/h2>\n<p>A customer success strategy is essential for any SaaS business that wants to grow and thrive in a competitive market. Here are some of the benefits of having a customer success strategy:<\/p>\n<ul>\n<li><strong>Increases <a href=\"https:\/\/userpilot.com\/blog\/user-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a> and reduces churn.<\/strong> You can increase their satisfaction and loyalty by helping your customers achieve their desired outcomes and providing ongoing support and guidance. Reducing the likelihood of them leaving your product or switching to a competitor.<\/li>\n<li><strong>Boosts <a href=\"https:\/\/userpilot.com\/blog\/ltv-optimization\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer lifetime value<\/a> (LTV) and revenue.<\/strong> You can increase product engagement and user adoption by delivering value to your customers throughout their journey. Creating more opportunities for upselling, cross-selling, and referrals while also letting you charge more for your product if you can demonstrate its value and impact on your customers&#8217; success.<\/li>\n<li><strong>Improves <a href=\"https:\/\/userpilot.com\/blog\/customer-advocacy\/\">customer advocacy<\/a> and <a href=\"https:\/\/userpilot.com\/blog\/word-of-mouth-wom\/\" target=\"_blank\" rel=\"noopener noreferrer\">word-of-mouth<\/a>.<\/strong> By exceeding your customers&#8217; expectations and delighting them with a <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized product experience<\/a>, you can turn them into promoters of your brand. They will be more likely to recommend your product to their peers, colleagues, and friends, which will help your organic customer acquisition.<\/li>\n<li><strong>Enhances your product development for a better customer experience.<\/strong> By listening to your customers&#8217; feedback and understanding their needs and challenges, you can <a href=\"https:\/\/userpilot.com\/blog\/positive-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">improve customer experience<\/a> and offer solutions to their problems. You can also identify new features or markets that you can explore to expand your product offering and reach.<\/li>\n<\/ul>\n<h2 id=\"4tuts\"><strong>How do you build a customer success strategy?<\/strong><\/h2>\n<p>Building a customer success strategy is not a set-and-forget task but a continuous process that requires constant evaluation and improvement.<\/p>\n<p>However, some key steps can help you start and set the foundation for your customer success strategy. Here are three of them:<\/p>\n<h3 id=\"9j0r2\"><strong>#1 Define customer success stage and goals<\/strong><\/h3>\n<p>The first step is to define the stages of your customer journey and the goals you want to achieve at each stage. This way, you can align your customer success efforts with your customers&#8217; needs and expectations.<\/p>\n<p>For example, you can start by creating a <a href=\"https:\/\/userpilot.com\/blog\/customer-success-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success journey map<\/a> including these stages:<\/p>\n<ul>\n<li><strong>Purchase decision.<\/strong> The stage where the user signs up for a trial, a <a href=\"https:\/\/userpilot.com\/blog\/freemium-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">freemium<\/a> account, or a product demo.<\/li>\n<li><strong>The <a href=\"https:\/\/userpilot.com\/blog\/4-aha-moment-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">Aha moment<\/a>.<\/strong> When the user understands the value of your product and decides to move forward.<\/li>\n<li><strong>User <a href=\"https:\/\/userpilot.com\/blog\/minimum-viable-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation<\/a>.<\/strong> The moment the user starts engaging with the product&#8217;s core features and experiencing its value.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/drive-product-adoption\/\" target=\"_blank\" rel=\"noopener noreferrer\">Product adoption<\/a>. <\/strong>When the user engages with primary and secondary features repeatedly. Meaning the product is part of their habit.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/type-of-automation-flows-for-customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">Retention<\/a>.<\/strong> When the user decides to stay with your brand and become a paying customer.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/how-to-generate-revenue-with-customer-expansion-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">Expansion<\/a>.<\/strong> The moment a customer upgrades their account to grow and achieve bigger goals.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty-and-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">Loyalty<\/a> and advocacy.<\/strong> The stage where they become advocates of your brand and drive positive word-of-mouth.<\/li>\n<\/ul>\n<p>The goal of each stage is to drive the user to the next milestone, so the more specific your goals are, the better.<\/p>\n<h3 id=\"69u8l\"><strong>#2 Develop customer success strategy and process<\/strong><\/h3>\n<p>The next step is to develop the actionable tactics and processes that you will use to help your customers achieve their goals at each stage. This involves identifying the actions you will take to deliver value to your customers and the tools you will use to execute them.<\/p>\n<p>For example, at the purchase decision stage, your customer success strategy could be to provide a personalized onboarding experience using a checklist and an interactive walkthrough. The goal is to <a href=\"https:\/\/userpilot.com\/blog\/time-to-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">reduce time-to-value<\/a> and help users reach the activation stage as soon as possible.<\/p>\n<p><span class=\"ng-star-inserted\">Similarly, for mobile applications and a <a href=\"https:\/\/userpilot.com\/product\/mobile\/\" target=\"_blank\" rel=\"noopener\">native mobile SDK<\/a>, you can create targeted onboarding flows using slideouts, carousels, and push notifications.<\/span><\/p>\n<h3 id=\"b9fjg\"><strong>#3 Measure your customer success strategy effectiveness<\/strong><\/h3>\n<p>Finally, the third step involves defining the key performance indicators (KPIs) to help you stay on the right path and optimize your customer success strategy.<\/p>\n<p>It also involves collecting data from various sources such as surveys, analytics, CRM, and feedback platforms to <a href=\"https:\/\/userpilot.com\/blog\/customer-success-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">measure customer success metrics<\/a> like churn rate, customer satisfaction score, net promoter score, and customer engagement score.<\/p>\n<h2 id=\"8ptdj\"><strong>Customer success strategy examples across the SaaS customer journey<\/strong><\/h2>\n<p>Although we gave you the basis for building a customer success strategy, you also need to learn the tactics you&#8217;re going to use to execute them and achieve the desired results.<\/p>\n<p>So let&#8217;s explore 15 customer success tactics across the different stages of the SaaS customer journey, from activation to retention to expansion.<\/p>\n<h3 id=\"anf3v\"><strong>Learn about your customer needs<\/strong><\/h3>\n<p>If you want to <a href=\"https:\/\/userpilot.com\/blog\/personalized-onboarding-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalize the onboarding process<\/a> to engage and retain more users, one great tactic is to start segmenting customers right on the <a href=\"https:\/\/userpilot.com\/blog\/sign-up-page-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">signup page<\/a>.<\/p>\n<p>For instance, you could add a <a href=\"https:\/\/userpilot.com\/blog\/user-persona-survey-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome survey<\/a> to learn about your <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer&#8217;s use case<\/a> and their goals with your products,<a href=\"https:\/\/userpilot.com\/blog\/user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"> segment your user base<\/a>, and then tailor the onboarding experience to fit their needs. Just like Miro&#8217;s signup flow:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-welcome-survey-customer-success-strategy_7b3e82284a4741f75d91a45ef2b58f46_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-welcome-survey-customer-success-strategy_7b3e82284a4741f75d91a45ef2b58f46_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-welcome-survey-customer-success-strategy_7b3e82284a4741f75d91a45ef2b58f46_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-welcome-survey-customer-success-strategy_7b3e82284a4741f75d91a45ef2b58f46_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/miro-welcome-survey-customer-success-strategy_7b3e82284a4741f75d91a45ef2b58f46_800.png\" alt=\"miro welcome survey customer success strategy\" \/><\/picture><figcaption>Miro\u2019s welcome flow.<\/figcaption><\/figure>\n<h3 id=\"b08b5\"><strong>Introduce yourself to new customers as they sign up<\/strong><\/h3>\n<p>First impressions matter\u2014that&#8217;s why you must welcome your users with a <a href=\"https:\/\/userpilot.com\/blog\/greeting-message-for-new-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">greeting message<\/a> as soon as they signup.<\/p>\n<p>And although an email can do the job, showing a <a href=\"https:\/\/userpilot.com\/blog\/welcome-page-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">welcome page<\/a> right from the start has better momentum and can leave a better impression.<\/p>\n<p>You can <a href=\"https:\/\/userpilot.com\/product\/mobile\/\" target=\"_blank\" rel=\"noopener\">onboard and engage mobile app users<\/a> by creating personalized messaging, push notifications, and surveys.<\/p>\n<p>For example, try adding an <a href=\"https:\/\/userpilot.com\/blog\/video-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding video<\/a> embedded inside a modal, just like ActiveCampaign in the screenshot below.<\/p>\n<p>This welcome message not only leaves a nice impression. But also encourages you to engage with onboarding videos (so you don&#8217;t lose time reading unnecessary welcome messages).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/success-process-activecampaign-microvideo-welcome-screen-800_072f08e911112741a3994e20b12b3db5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/success-process-activecampaign-microvideo-welcome-screen-800_072f08e911112741a3994e20b12b3db5_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/success-process-activecampaign-microvideo-welcome-screen-800_072f08e911112741a3994e20b12b3db5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/success-process-activecampaign-microvideo-welcome-screen-800_072f08e911112741a3994e20b12b3db5_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/success-process-activecampaign-microvideo-welcome-screen-800_072f08e911112741a3994e20b12b3db5_800.png\" alt=\"activecampaign video onboarding example\" \/><\/picture><figcaption>ActiveCampaign\u2019s onboarding video.<\/figcaption><\/figure>\n<h3 id=\"6s51b\"><strong>Provide a personalized customer onboarding experience<\/strong><\/h3>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/personalization-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">personalized product experience<\/a> is required to deliver value to your customers according to their use case, <a href=\"https:\/\/userpilot.com\/blog\/jtbd-product-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">job to be done (JTBD)<\/a>, and the journey stage\u2014building rapport and engaging users.<\/p>\n<p>For this, you can take advantage of welcome surveys to collect data and<a href=\"https:\/\/userpilot.com\/blog\/product-user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"> segment users<\/a> based on their needs, in-app behaviors, NPS responses, and<a href=\"https:\/\/userpilot.com\/blog\/product-usage-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product usage<\/a>.<\/p>\n<p>With segmentation, you can:<\/p>\n<ul>\n<li>Recommend new relevant features to each <a href=\"https:\/\/userpilot.com\/blog\/user-persona-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user persona<\/a>.<\/li>\n<li>Offer <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app guidance <\/a>when the user is stuck.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/upselling-examples-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Prompt an upgrade<\/a> when the user has reached their plan limits.<\/li>\n<li>Send email sequences to support users.<\/li>\n<li>Trigger in-app experiences according to their<a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-behavior\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app behavior.<\/a><\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/fective-engagement-through-segmentation-and-personalization-800_4caf2e48f864709d89558a58ccc9df12_800.png 1x, https:\/\/images.storychief.com\/account_6827\/fective-engagement-through-segmentation-and-personalization-800_4caf2e48f864709d89558a58ccc9df12_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/fective-engagement-through-segmentation-and-personalization-800_4caf2e48f864709d89558a58ccc9df12_800.png 1x, https:\/\/images.storychief.com\/account_6827\/fective-engagement-through-segmentation-and-personalization-800_4caf2e48f864709d89558a58ccc9df12_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/fective-engagement-through-segmentation-and-personalization-800_4caf2e48f864709d89558a58ccc9df12_800.png\" alt=\"user segmentation customer success strategy\" \/><\/picture><figcaption>Segmenting users with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"ffsee\"><strong>Help users reach activation with an onboarding checklist<\/strong><\/h3>\n<p>During <a href=\"https:\/\/userpilot.com\/blog\/minimum-viable-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">primary onboarding<\/a>, you must help users engage with your product&#8217;s core features so they can experience its value as quickly as possible (and avoid churn).<\/p>\n<p>We call it the <a href=\"https:\/\/userpilot.com\/blog\/activation-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">activation stage<\/a>.<\/p>\n<p>And to achieve it faster, you can implement an <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding checklist<\/a> to guide users through the most important features right from the beginning.<\/p>\n<p>For instance, check the onboarding checklist we show to new <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> customers. It&#8217;s short and actionable, plus it instantly introduces you to a critical feature (in-app flows) that you can engage with.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-onboarding-checklist-customer-success-strategy_14acd5c338170b864bb071ec5f15ba06_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-onboarding-checklist-customer-success-strategy_14acd5c338170b864bb071ec5f15ba06_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-onboarding-checklist-customer-success-strategy_14acd5c338170b864bb071ec5f15ba06_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-onboarding-checklist-customer-success-strategy_14acd5c338170b864bb071ec5f15ba06_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-onboarding-checklist-customer-success-strategy_14acd5c338170b864bb071ec5f15ba06_800.png\" alt=\"userpilot onboarding checklist example\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>\u2019s onboarding checklist.<\/figcaption><\/figure>\n<h3 id=\"86hqm\"><strong>Offer live demos during free trials<\/strong><\/h3>\n<p>Although <a href=\"https:\/\/userpilot.com\/blog\/free-trial-and-product-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">product demos<\/a> can be part of the trial stage, they can also be used as an active approach to drive value\u2014especially for complex B2B products.<\/p>\n<p>For instance, you could invite customers to schedule a <a href=\"https:\/\/userpilot.com\/blog\/interactive-product-demos\/\" target=\"_blank\" rel=\"noopener noreferrer\">live demo<\/a> via email (like the screenshot below), showing how your product differs from the competition while training your users on how to use your app in real-life sessions.<\/p>\n<p>These demos are an unbeatable way to make potential customers more confident about their purchase decisions (making them more likely to stay).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/marketmuse-webinar-invitation-customer-success-strategy_dde14cfe71bc52f759d6066e66534a19_800.png 1x, https:\/\/images.storychief.com\/account_6827\/marketmuse-webinar-invitation-customer-success-strategy_dde14cfe71bc52f759d6066e66534a19_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/marketmuse-webinar-invitation-customer-success-strategy_dde14cfe71bc52f759d6066e66534a19_800.png 1x, https:\/\/images.storychief.com\/account_6827\/marketmuse-webinar-invitation-customer-success-strategy_dde14cfe71bc52f759d6066e66534a19_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/marketmuse-webinar-invitation-customer-success-strategy_dde14cfe71bc52f759d6066e66534a19_800.png\" alt=\"live demo invitation customer success strategy\" \/><\/picture><figcaption>MarketMuse\u2019s live demo invitation.<\/figcaption><\/figure>\n<h3 id=\"2tp94\"><strong>Help users achieve success via in-app guidance<\/strong><\/h3>\n<p>Another tactic is adding<a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app guidance<\/a> to <a href=\"https:\/\/userpilot.com\/blog\/contextual-onboarding-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboard users contextually<\/a>\u2014reducing the time and effort your customers need to spend on realizing its value.<\/p>\n<p>For example, you could implement<a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\"> interactive walkthroughs<\/a> to hand-hold users across their app, remove friction, and train them to use the tools.<\/p>\n<p>Interactive walkthroughs are more engaging and likely to improve<a href=\"https:\/\/userpilot.com\/blog\/product-adoption-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product adoption<\/a> during the<a href=\"https:\/\/userpilot.com\/blog\/activation-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\"> activation stage.<\/a> It responds to in-app behavior in <a href=\"https:\/\/userpilot.com\/blog\/real-time-personalization\/\" target=\"_blank\" rel=\"noopener noreferrer\">real time<\/a>, so you can trigger tooltips when the user is more likely to need them. Instead of overwhelming the user with information they won&#8217;t retain\u2014like this walkthrough from Kommunicate:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-walkthrough-kommunicate-customer-success-strategy_61a01cbc4a40227f69990c197de1eb35.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-walkthrough-kommunicate-customer-success-strategy_61a01cbc4a40227f69990c197de1eb35.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/interactive-walkthrough-kommunicate-customer-success-strategy_61a01cbc4a40227f69990c197de1eb35.gif\" alt=\"interactive walkthrough example customer success strategy\" \/><\/picture><figcaption>Kommunicate\u2019s interactive walkthrough.<\/figcaption><\/figure>\n<h3 id=\"9p5bv\"><strong>Introduce new features via in-app notifications<\/strong><\/h3>\n<p>In-app notifications are powerful for <a href=\"https:\/\/userpilot.com\/blog\/launch-messages\/\" target=\"_blank\" rel=\"noopener noreferrer\">announcing new features<\/a> and encouraging users to try them.<\/p>\n<p>However, <a href=\"https:\/\/userpilot.com\/blog\/notification-types\/\" target=\"_blank\" rel=\"noopener noreferrer\">notifications<\/a> can be annoying if not done right. That&#8217;s why they should be triggered based on in-app events and segmentation, such as user actions, app updates, or time-based conditions, so you can avoid getting your messages dismissed. This way, users are more likely to engage with them as they don&#8217;t have to leave your app.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-in-app-notification-customer-success-strategy_51b085dd7d7a043100637180a872fa2b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-in-app-notification-customer-success-strategy_51b085dd7d7a043100637180a872fa2b_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-in-app-notification-customer-success-strategy_51b085dd7d7a043100637180a872fa2b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-in-app-notification-customer-success-strategy_51b085dd7d7a043100637180a872fa2b_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-in-app-notification-customer-success-strategy_51b085dd7d7a043100637180a872fa2b_800.png\" alt=\"userpilot in app notifications customer success strategy\" \/><\/picture><figcaption>In-app notifications on <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"e78v5\"><strong>Provide product training by hosting webinars<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/product-education\/\" target=\"_blank\" rel=\"noopener noreferrer\">Educating users<\/a> about your product is a crucial customer success responsibility.<\/p>\n<p>For this, host webinars to provide product training and introduce customers to new and advanced features\u2014so they can learn and continuously <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">engage with your product<\/a>.<\/p>\n<p>To get users to register, you could simply send them an email. However, you can go further by triggering an in-app notification to specific user segments who&#8217;d find your <a href=\"https:\/\/userpilot.com\/blog\/customer-training-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">training<\/a> valuable\u2014just as we do at Userpilot:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ilot-slideout-webinar-new-feature-customer-success-strategy-800_3193af7b5e3965eae30fcec70cf76ca9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ilot-slideout-webinar-new-feature-customer-success-strategy-800_3193af7b5e3965eae30fcec70cf76ca9_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ilot-slideout-webinar-new-feature-customer-success-strategy-800_3193af7b5e3965eae30fcec70cf76ca9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ilot-slideout-webinar-new-feature-customer-success-strategy-800_3193af7b5e3965eae30fcec70cf76ca9_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/ilot-slideout-webinar-new-feature-customer-success-strategy-800_3193af7b5e3965eae30fcec70cf76ca9_800.png\" alt=\"webinar training customer success strategy\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>\u2019s webinar invitation.<\/figcaption><\/figure>\n<h3 id=\"37vdl\"><strong>Identify expansion opportunities for upselling<\/strong><\/h3>\n<p>One key task of customer success teams is never to let users feel like they&#8217;ve outgrown your product.<\/p>\n<p>But it doesn&#8217;t mean you should try to upsell something at every touchpoint. Instead, monitor <a href=\"https:\/\/userpilot.com\/blog\/product-usage\/\" target=\"_blank\" rel=\"noopener noreferrer\">product usage<\/a> and prompt users to <a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upgrade<\/a> their plan only when you&#8217;re sure they will benefit.<\/p>\n<p>Are your users constantly reaching the limits of their plans? Or doing a task the hard way when they could technically automate it with a premium feature?<\/p>\n<p>Then ask them to <a href=\"https:\/\/userpilot.com\/blog\/account-expansion-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">upgrade<\/a>.<\/p>\n<p>For example, see how Loom teases you to upgrade when you reach the 5-minute recording limit on their freemium plan (which indicates that you&#8217;d benefit from unlimited recording).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/loom-upgrade-modal-customer-success-strategy-800_55a186bd1b2ed396edd36bb073ab419b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/loom-upgrade-modal-customer-success-strategy-800_55a186bd1b2ed396edd36bb073ab419b_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/loom-upgrade-modal-customer-success-strategy-800_55a186bd1b2ed396edd36bb073ab419b_800.png 1x, https:\/\/images.storychief.com\/account_6827\/loom-upgrade-modal-customer-success-strategy-800_55a186bd1b2ed396edd36bb073ab419b_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/loom-upgrade-modal-customer-success-strategy-800_55a186bd1b2ed396edd36bb073ab419b_800.png\" alt=\"loom contextual upsell customer success strategy\" \/><\/picture><figcaption>Loom\u2019s contextual upsell.<\/figcaption><\/figure>\n<h3 id=\"c7p7j\"><strong>Offer self-service support via in-app resource centers<\/strong><\/h3>\n<p>You can&#8217;t be there 24\/7 to support any customer around the globe.<\/p>\n<p>That&#8217;s why you need to offer <a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service support<\/a>, so users don&#8217;t have to leave your app, google your website, scroll down to find the support button, and browse messy documentation to find answers.<\/p>\n<p>To solve this, add an <a href=\"https:\/\/userpilot.com\/blog\/knowledge-base-structure-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app help center<\/a> to give users access to the knowledge base, tutorials,<a href=\"https:\/\/userpilot.com\/blog\/video-tutorials\/\" target=\"_blank\" rel=\"noopener noreferrer\"> videos<\/a>, and support tickets right from the product UI.<\/p>\n<p>With an in-app knowledge base, users won&#8217;t have to leave your product to find answers to their questions, plus it saves you and your support team time by answering repetitive queries.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-self-service-support-customer-success-strategy_4a324188fe29aa4ef1a4590043025a6a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-self-service-support-customer-success-strategy_4a324188fe29aa4ef1a4590043025a6a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-self-service-support-customer-success-strategy_4a324188fe29aa4ef1a4590043025a6a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-self-service-support-customer-success-strategy_4a324188fe29aa4ef1a4590043025a6a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/userpilot-self-service-support-customer-success-strategy_4a324188fe29aa4ef1a4590043025a6a_800.png\" alt=\"self service support customer success strategy\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>\u2019s in-app resource center.<\/figcaption><\/figure>\n<h3 id=\"a0en2\"><strong>Gather customer feedback in the app and act on it<\/strong><\/h3>\n<p>Communication is the key to building customer relationships. It creates accountability and makes your customers feel invested in your brand.<\/p>\n<p>That&#8217;s why <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">collecting feedback<\/a> is useless if you don&#8217;t close the<a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-loop\/\" target=\"_blank\" rel=\"noopener noreferrer\"> feedback loop<\/a>.<\/p>\n<p>You see, you shouldn&#8217;t <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-analysis-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">receive feedback<\/a> for the sake of it. You must identify improvement opportunities and implement them\u2014then communicate with your customers to show the impact of their response.<\/p>\n<p>Or else, both you and your users have wasted your time with feedback.<\/p>\n<p>Some forms of feedback include one-on-one interviews,<a href=\"https:\/\/userpilot.com\/blog\/in-app-feedback-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\"> in-app surveys<\/a>, usability tests, reviews on 3rd party websites, and feature request surveys like in the screenshot below:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-request-customer-success-strategy-800_df246a2eb5f84a67f9149601199e0efb_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/feature-request-customer-success-strategy-800_df246a2eb5f84a67f9149601199e0efb_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-request-customer-success-strategy-800_df246a2eb5f84a67f9149601199e0efb_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/feature-request-customer-success-strategy-800_df246a2eb5f84a67f9149601199e0efb_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/feature-request-customer-success-strategy-800_df246a2eb5f84a67f9149601199e0efb_800.jpg\" alt=\"feature request widget userpilot\" \/><\/picture><figcaption>Building a feature request widget with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"ekane\"><strong>Monitor customer satisfaction across the entire journey<\/strong><\/h3>\n<p>You can&#8217;t control what you can&#8217;t measure. Thus you need to keep track of your <a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-survey-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction<\/a> levels at each stage of the journey.<\/p>\n<p>This way, you can easily spot where users are experiencing friction and improve the <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">product experience<\/a> across the customer lifecycle.<\/p>\n<p>For instance, you could trigger a <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">CES survey<\/a> at every important touchpoint to collect insights on how easy it&#8217;s been to use your product. Just like this example from Userpilot:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-effort-survey-score-user-surveys-800-800_16da1c26091da289d6d4211a9a8cba6a_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/customer-effort-survey-score-user-surveys-800-800_16da1c26091da289d6d4211a9a8cba6a_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-effort-survey-score-user-surveys-800-800_16da1c26091da289d6d4211a9a8cba6a_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/customer-effort-survey-score-user-surveys-800-800_16da1c26091da289d6d4211a9a8cba6a_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/customer-effort-survey-score-user-surveys-800-800_16da1c26091da289d6d4211a9a8cba6a_800.jpg\" alt=\"ces survey userpilot\" \/><\/picture><figcaption>Creating a customer effort score survey with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"dl4l5\"><strong>Measure and drive customer loyalty with NPS<\/strong><\/h3>\n<p>Similar to customer satisfaction surveys, <a href=\"https:\/\/userpilot.com\/blog\/nps-survey-best-practices-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS surveys<\/a> can measure <a href=\"https:\/\/userpilot.com\/blog\/customer-loyalty\/\" target=\"_blank\" rel=\"noopener noreferrer\">loyalty<\/a> and let you understand who loves your product, who doesn&#8217;t like it, and why.<\/p>\n<p>And although NPS surveys are quantitative, you can add <a href=\"https:\/\/userpilot.com\/blog\/nps-follow-up-question\/\" target=\"_blank\" rel=\"noopener noreferrer\">follow-up questions<\/a> such as &#8220;Why did you choose this score?&#8221; So you can get qualitative insights and understand your users better.<\/p>\n<p>What&#8217;s cool about NPS is that you can<a href=\"https:\/\/userpilot.com\/blog\/how-to-analyze-nps-responses\/\" target=\"_blank\" rel=\"noopener noreferrer\"> tag NPS responses<\/a> and identify common keywords across promoters or detractors. This way, you can either double down on what&#8217;s working or fix what&#8217;s causing people to become detractors.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-response-tagging-userpilot-800_5dcbba0700bfb9513c1c900f8fdd4af9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-response-tagging-userpilot-800_5dcbba0700bfb9513c1c900f8fdd4af9_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-response-tagging-userpilot-800_5dcbba0700bfb9513c1c900f8fdd4af9_800.png 1x, https:\/\/images.storychief.com\/account_6827\/nps-response-tagging-userpilot-800_5dcbba0700bfb9513c1c900f8fdd4af9_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/nps-response-tagging-userpilot-800_5dcbba0700bfb9513c1c900f8fdd4af9_800.png\" alt=\"nps response tagging userpilot\" \/><\/picture><figcaption>Tagging NPS responses with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h3 id=\"69rje\"><strong>Implement cancellation flow to reduce churn<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/churn-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">Churn<\/a> isn&#8217;t the end of your job as customer success manager.<\/p>\n<p>In fact, that&#8217;s where <a href=\"https:\/\/userpilot.com\/blog\/user-offboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer offboarding<\/a> starts. When the user intends to click &#8220;unsubscribe,&#8221; you can still trigger a <a href=\"https:\/\/userpilot.com\/blog\/cancellation-flow-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">cancellation flow<\/a> to ask about their <a href=\"https:\/\/userpilot.com\/blog\/cancellation-reasons\/\" target=\"_blank\" rel=\"noopener noreferrer\">cancellation reasons<\/a> and have a chance to prevent churns by offering alternatives.<\/p>\n<p>For example, if the user cancels because the product is &#8220;too expensive,&#8221; you can offer support or a downgrade alternative to give them another chance to achieve value realization:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/cancellation-flow-offering-to-contact-support-800_819d61188e6da4199ec99aedf877a876_800.png 1x, https:\/\/images.storychief.com\/account_6827\/cancellation-flow-offering-to-contact-support-800_819d61188e6da4199ec99aedf877a876_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/cancellation-flow-offering-to-contact-support-800_819d61188e6da4199ec99aedf877a876_800.png 1x, https:\/\/images.storychief.com\/account_6827\/cancellation-flow-offering-to-contact-support-800_819d61188e6da4199ec99aedf877a876_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/cancellation-flow-offering-to-contact-support-800_819d61188e6da4199ec99aedf877a876_800.png\" alt=\"cancellation flow userpilot customer success strategy\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a> offers alternatives when you try to churn.<\/figcaption><\/figure>\n<h3 id=\"7jgit\"><strong>Capture customer churn reasons using churn surveys<\/strong><\/h3>\n<p>No matter how good your customer success strategy is, <a href=\"https:\/\/userpilot.com\/blog\/churn-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">churn<\/a> is inevitable.<\/p>\n<p>But as part of your user offboarding process, you can also learn why a customer leaves, improve the product experience for the other users, and even reach out to ex-customers once problems are fixed.<\/p>\n<p>To do this, you can trigger a <a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">churn survey<\/a> when the user hits &#8220;cancel.&#8221; Ask what went wrong and improve your service to get a step closer to building an effective <a href=\"https:\/\/userpilot.com\/blog\/success-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success process<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/churn-survey-types-of-customer-feedback-800-800_ee6df6b99ea67431f38bbbf931725b6d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/churn-survey-types-of-customer-feedback-800-800_ee6df6b99ea67431f38bbbf931725b6d_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/churn-survey-types-of-customer-feedback-800-800_ee6df6b99ea67431f38bbbf931725b6d_800.jpg 1x, https:\/\/images.storychief.com\/account_6827\/churn-survey-types-of-customer-feedback-800-800_ee6df6b99ea67431f38bbbf931725b6d_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/churn-survey-types-of-customer-feedback-800-800_ee6df6b99ea67431f38bbbf931725b6d_800.jpg\" alt=\"userpilot churn survey customer success strategy\" \/><\/picture><figcaption>Building a churn survey with <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<h2 id=\"bflqb\"><strong>What are the most important metrics to measure customer success?<\/strong><\/h2>\n<p>Now that you know the tactics, how do you know if your customer success efforts are working? How do you measure the impact of your customer success team and strategies?<\/p>\n<p>Here are some of the most important <a href=\"https:\/\/userpilot.com\/blog\/customer-success-metrics-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">metrics<\/a> to track and optimize your customer success strategy:<\/p>\n<ul>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/calculate-lifetime-value-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Lifetime Value<\/a> (LTV): <\/strong>LTV calculates the total revenue a customer generates for your business over their entire relationship with you. Its formula involves multiplying the average monthly income per customer by the average customer lifespan in months and subtracting the average cost of acquiring and serving a customer.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/customer-satisfaction-benchmarking\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Satisfaction Score<\/a> (CSAT): <\/strong>CSAT is a simple and direct way of asking your customers how satisfied your customers are with your product or service\u2014helping you identify areas of improvement. It is usually measured by asking customers to rate their satisfaction on a scale of 1 to 5, or 1 to 10, where higher scores indicate higher satisfaction.<\/li>\n<li><strong>Monthly Recurring Revenue (MRR): <\/strong>This is the revenue you generate from your customers every month. It can be calculated by multiplying the number of customers by the average monthly revenue per customer.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/retention-rate-meaning\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Retention Rate<\/a>:<\/strong> Retention is the percentage of customers who stay with you over a given time. It can be calculated by dividing the number of customers at the end of a period by the number of customers at the beginning of the period and multiplying by 100.<\/li>\n<li><strong><a href=\"https:\/\/userpilot.com\/blog\/customer-health-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer Health Score<\/a>:<\/strong> This is a composite score that reflects how well you understand your customers&#8217; needs, goals, challenges, and behaviors. It can be calculated by combining various indicators of customer health, such as usage data, feedback data, support data, billing data, etc. And sum them up.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. This article will show you how to build an effective customer success strategy that drives SaaS growth.<\/p>\n","protected":false},"author":24,"featured_media":40251,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[6195],"tags":[1071,332,869,1035,363,1820,893,964,52,265,316],"class_list":["post-40250","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-career","tag-boost-revenue","tag-customer-engagement","tag-customer-journey","tag-customer-loyalty","tag-customer-success","tag-customer-success-strategy","tag-drive-engagement","tag-increase-retention","tag-product-experience","tag-saas-growth","tag-user-engagement"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Success Strategy: 15 Actionable Tactics to Drive SaaS Growth [+ Examples]<\/title>\n<meta name=\"description\" content=\"How do you create a customer success strategy that works? 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