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A Top Customer Success Hack: Driving Up Activation Rates, ASAP


A Top Customer Success Hack: Driving Up Activation Rates, ASAP

Q: What are the most effective ways of increasing SaaS activation rates?

There are a lot of great tactics on increasing activation rates. More bespoke onboarding. Calling customers. Assigning a CSM immediately. Weekly webinars. Better documentation. Better customer support. In-app workflows and guidance. A personalized drip campaign. Lots of great ideas.

But in the end, I’ve found one thing is the most important:

  • Actually measuring activation rates (both absolute, and in how many hours/days/etc.).
  • Sharing the rate with the whole company.
  • And then — setting a goal to drive them up.
  • And it really needs to be a Top 2–3 goal for Customer Success.

When I’ve seen a good CS team, together with help from Product, Sales, and especially the CEO, set a goal and make it a core CS goal, I see magic happen.

Folks are often shocked to hear activation isn’t in the 95%-100% range. They assume it is.

And when it’s finally measured and shared with the whole company, and they see it’s 70% or 75% … they are shocked.

They see than 25%+ of their hard work may go down the drain if those great, new, hard-won customers … never activate.

  • Measure it.
  • Share it.
  • Set a Core, Quantitative Goal Here for NPS.

And watch activation go up.

View original question on quora

Published on February 24, 2020

Source: https://www.saastr.com/what-are-the-most-effective-ways-of-increasing-saas-activation-rates/

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