Software

CSM needs to focus on efficiently influencing customer behavior.

No company in any industry would be successful if its average Customer Lifetime Value didn’t exceed its Customer Acquisition Cost. For SaaS companies, though, that equation places a significant strategic burden on customer retention, as it is not unusual to take three years of net subscription fees simply to break-even on CAC.

To meet this strategic imperative, Customer Success Management teams monitor customer health and drive customers’ ability to capture value.

EMI helps SaaS companies to maximize the effectiveness of their CSM teams by applying our expertise in direct response marketing and customer segmentation to find new ways to target, communicate, and influence customers. We leverage customer and market intelligence to develop customer communications templates and programs that deliver a strong response and ROI.


Reach the Full Potential of your Customer Relationships

The future of Customer Success—and the path to optimization--lies in building strong customer relationships, not only through one-to-one interactions with CSMs, but through strategic customer communications. Segmenting your customer base and developing communications that are aligned with those segments will drive effective and efficient communication.

Read the Article

Customer Success Marketing: How to Keep Climbing the Mountain

Customer Segment Intelligence Delivers Balance to Your Customer Success Initiatives

How To: Customer Segment Intelligence Gathering