Think customers won’t pay for customer success? It’s a perennial debate in SaaS that warrants a deeper look.

Consider these types of CS services:

- Escalated support w/ a named contact
- Ad-hoc access to a product expert
- Strategic consulting and planning
- Hands-on configuration support
- Hands-on admin support

What do all of these have in common? They are value-added services on top of baseline support and customer success management.

When structured and bundled correctly for the appropriate customer segments, these are highly valuable and customers can often budget the funds to utilize these services.

We shouldn’t be afraid to charge for them. They help the customer get results, and they pay for themselves.

Two birds, one stone.

Here are a few things customers should NOT have to pay extra for:

- Relationship management
- Account management
- Expansion selling

What services could you offer customers that will solve their day-to-day problems, improve their results, drive net retwntion, # pay for themselves?

View original discussion on LinkedIn