Like an angsty 13-year-old girl, customer success is still figuring itself out. That means the status quo one day often isn't the same the next.
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A basic standard of any successful business is efficient headcount. If you walk into a burger joint in the middle of the day and see 10 workers and no customers, that business probably isn't making as much money as it could. Likewise, you'd be frustrated if you walked in at 6 p.m. and found one person managing a line of 20.
The seeds of SaaS churn are planted early and deep. Respondents to our recent poll placed poor on-boarding (23%) and underperforming product (20%) are the leading causes of customer churn for SaaS businesses. But that certainly doesn't mean you can ignore the "long tail" of churn - ineffective relationship building, overselling, poor customer service, customer org change and weak customer marketing. Check out our causes of churn infographic below for more insight and tips on how to prevent Saas churn!
Good relationships with customers often start with the right incentive structures. Support's conversations with customers sound much different than those of sales, for instance, because sales has pressure to convert -- to make the pitch and get a monetary commitment -- while customer support needs to quickly identify and fix a problem. To facilitate those different relationship dynamics, it follows that sales pay usually depends on revenue brought in, while support comp is tied to efficiency.