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Importance of Customer Success Strategy - B2B Founders&#...
Jan 24, 2020
09:30 AM - 12:00 PM (Asia/Kolkata)
TiE Delhi- NCR, TiE Delhi-NCR A5, 4th Floor, The Eden Park Hotel, Shaheed Jeet Singh Marg, Qutab Institutional Area, TiE Delhi- NCR
Delhi,India

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B2B Huddle 5: Importance of Customer Success Strategy

As a B2B founder should you bother about customer success? Yes, because this will increase the appeal of your product roadmap. Healthy customer retention also leads to more upsell and cross-sell opportunities, increasing a company’s ability to expand relationships with existing customers over time. Upsells or cross-sells from successful customers can offset and even surpass revenue losses from customers that churn. What are the Key metrics of customer success?

Customer Success

Customer Satisfaction

Customer Feedback

Customer Churn

Monthly Recurring Revenue

Customer Lifetime Value

Customer Retention Costs

Why do you need to measure them? How to then nurture for better retention? While the benefits of having a customer success team seem pretty obvious, like any team it needs to be able to justify its existence with data. So you need to have customer success metrics in place that help you evaluate your progress. You need to have key milestones in place.

Also, in the end though over analysis may just be the undoing, so bank on real-time nuggets from those who have been through. Learn from those who have been there and done that. 

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When it is about B2B SaaS in India, take the hype seriously. Fuelled by the global success stories, SaaS startup scene is on a J curve in India. Many successful companies have bootstrapped their success and are profitable within a few years. Increasing number of startups are now capitalizing upon the Great Indian SaaS opportunity.

Increase in innovations and IP creation in software products and integration with emerging technologies- especially AI and IoT- have led to the emergence of several entrepreneurial opportunities. This has boosted inclusive and sustainable growth in the sector.

If you identify the right product-market fit, invest in good people who can build and market a world-class product, and double down on marketing then you are all set. 

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With newer startups, founders and investors actively exploring this segment, there is a need to build the B2B ecosystem. At TiE, our constant endeavor has been to build a collaborative support system for entrepreneurs and other startup stakeholders. In this series we would like to announce the fifth edition of the B2B Founders’ Huddle.


*The final list will go through a shortlist.

  1. ​TiE Delhi- NCR,
    TiE Delhi-NCR A5, 4th Floor, The Eden Park Hotel, Shaheed Jeet Singh Marg, Qutab Institutional Area, TiE Delhi- NCR,
    Delhi, Delhi, India


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Importance of Customer Success Strategy - B2B Founders' Huddle 5

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