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5 takeaways on how to run a smart SaaS company (webinar)

Today we held our “Run a smart SaaS company” webinar with thismoment hosted by SIIA. Our guest speaker, GM of thismoment, John Broady, shared his experience in understanding what the critical phases to a customer’s experience are, and what his customer success managers should be keeping an eye on during implementation by driving customer value.

Even though people are wary about apps collecting data on them, about 90% of customer data lives in applications — and smart SaaS companies are making use of this data to better engage customers and maximize revenue. Most of this data is product usage data, the real truth of what your users are or aren’t doing.

Here are 5 big takeaways from today’s webinar:

1) The Engagement Model is changing the way how business is done in the cloud.

2) The Product usage is the #1 driver of key SaaS metrics

3) Use engagement data to analyze and extract buy/churn signals so you can understand where your user is in the customer lifecycle

4) Real-time data is important because your users are constantly making decisions (churn is a lagging indicator, understanding behavior/usage is key)

5) Understand the critical phases of the customer success for your product (i.e. know when it’s the honeymoon period or when it’s stay alert period to make sure the customer is receiving value and happy with their experience)

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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