Remove Handbook Remove Onboarding KPIs Remove Technical Advisors
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Interactive Walkthroughs in 2021: The Ultimate Guide for SaaS

Userpilot

Most SaaS businesses recognize that interactive walkthroughs are a helpful onboarding tool , but few use them correctly. Too often, they are conflated with product tours , leaving the customer confused as to why they are being shown features they don’t need. That’s a product tour , and you should avoid those.

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The Path Beyond CSM

Gainsight

While specialized CSMs may be asked to perform different metrics, objectives, and activities based on their industry or company, baseline CS skills have strong commonalities across all business segments. The first is to have a firm grasp of your industry, category, and product. You can better advise on valid customer pain points.

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Lessons from GitLab: Implementing Customer Success Operations At Scale

Gainsight

Finally, GitLab is a “handbook-first” company with a company-wide commitment to clear documentation and transparency – not only within the company but publicly. I began as the Director of Support, then took on Customer Success, then Onboarding. The more you can tie to specific business goals or metrics, the better.