Customer Success Leadership Community

What type of questions do you generally ask and at what milestone in your B2B SaaS journey?

  • 1.  What type of questions do you generally ask and at what milestone in your B2B SaaS journey?

    Posted 14 days ago

    What type of questions do you generally ask and at what milestone in your B2B SaaS journey?


    #CustomerJourney
    #Strategy

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    Manisha Khandelwal
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  • 2.  RE: What type of questions do you generally ask and at what milestone in your B2B SaaS journey?

    Posted 12 days ago
    Hi Manisha,

    Would love to help but hope you can help me better understand your question.  Who is the audience?  What is the forum for discussion?  Kickoff? EBR? If you could offer up some additional context, happy to weigh in.

    -Samma

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    Samma Hafeez
    Senior Director, Customer Success Center of Excellence
    Insight Partners
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  • 3.  RE: What type of questions do you generally ask and at what milestone in your B2B SaaS journey?

    Posted 11 days ago
    Hi Samma,

    This is for providing details to budding client success and startups to design their VOC program. The audience is client success, product manager, and marketing team. 


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    Manisha Khandelwal
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  • 4.  RE: What type of questions do you generally ask and at what milestone in your B2B SaaS journey?

    Posted 11 days ago

    Hi Manish,
    Samma's questions in response to yours are important to determine what specific questions to ask at particular points in the customer's journey. In general though, one of my favorite questions to ask is an open ended one: "How satisfied are you with <vendor name> as a whole" and if they hesitate at all to answer that question, start digging in with "why?" Be genuine and ensure that you want to do whatever possible to ensure that not only is it important that you have a tight relationship with your stakeholders but that you will do what it takes to ensure that your company delivers on the customer's expected outcomes.

    Regards,

    Daryl



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    Daryl Colborne
    Director, Customer Success
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