My name is Joe McElhaney. I'm Vice President of Customer Success at Network For Good.
Network for Good believes that the missions of small nonprofits are just
as important as much larger nonprofits.
So we actually build smart, simple
fundraising software for small nonprofits to help level the playing field.
Customer Success in most SaaS companies is closest to the customer
and they have a keen sense of
what customers really need
and that has to be fed back into the product team
so that the product can perpetually become closer to what the customer needs.
If you can't keep a customer in the SaaS business,
you don't have a business. SaaS inherently is a subscription and that subscription has to be renewed.
If you figure out retention first,
then you know that any of your acquisition efforts later aren't going to be wasted.
If you really want to build a product that customers love and truly need,
well, then you need the insights of the customer,
so the two together become really,
really powerful. You get such great insights from a customer success
team on what the customers need,
what they want, even what they struggle with.
Yes, absolutely. That's not product language or customer success
language. That's SaaS language. Those are SaaS metrics
and we care about them or should care about them,
just as much, sometimes more than our product counterparts.
One of the reasons I was so keen on,
bringing Pendo to Network For Good,
just the same way that I had done in my prior company, was to have a
lot more insights about our customers.
We could see an evolving need to not just take an all-size-fits-one approach,
but to break it down to segment our customer base,
and give people the things that they needed.
But perhaps, more importantly, not give them things
they don't need. Using the tooltip type of Pendo guide was quick and easy.
And so we were able to grab the ticket types
or ticket categories and use the tooltip functionality in the product
to, really answer the question before it gets asked.
We have seen our tickets per customer
go down, as a result. We've seen our NPS skyrocket,
almost double by putting things in the
product, kind of, at the moment of need. We’re able to deflect
some of that volume from our support team.
At Network For Good, customer success actually owns our Pendo relationship
and our Pendo account. That said, it's always a collaboration
we worked through with our product team like okay,
these are the things that we can comfortably implement in Pendo
guides if it's a tooltip or something that we're seeing a trend,
in our support volume or onboarding metrics. Our customer
success department has accounts with the right privileges
in Pendo by democratizing access and giving a customer success team
the ability to, not only get in
and see analytics and understand what's going on with usage of the product by individual customers,
and their users, but more importantly to publish guides.
You’re reducing the time
to get something published. You're reducing the cost to get something published.
And most importantly, you're reducing the number of users,
the number of customers that encounter
whatever problem a particular guide might be solving.