How Customer Success Managers can Overcome the Software Upgrades and Updates Challenge

* This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.”

The common issue with all software solutions is the fact that new functionalities need to be added because of changes in market trends and technology improvements.

For a SaaS business, both updates and proper version upgrades are times of stress and intense focus. Cloud vendors are not only in charge of issuing the updates; they are also responsible for rolling them out. For most customer success managers this translates into possible re-training requests from clients or the dreaded customer attrition.

In the conventional setting of legacy enterprise tools, changes have always been costly. This is why even after transitioning to a cloud-based SaaS solution, many subscribers are wary of updates (and upgrades) which they feel come with heavy IT involvement and slowing down of business progress.

Thus a proper update roll-out should not only deliver the additional features without glitches, it should also put the existing clients at ease. CSMs play a major role in this scenario by:

  •  Assuring clients of their ability to activate the additional features according to their own timetable.
  •  Negotiating a convenient time (like a weekend) for receiving the pre-scheduled updates so that the hustle and bustle of a busy weekday isn’t compromised.
  •  Working in conjunction with the development team and the employees in direct contact with clients (like call centre and sales representatives) to define the specifications of the new features thereby ensuring subscriber enthusiasm for the updates by delivering what is sorely missed.
  • Driving home the importance of a short roll out cycle that doesn’t interfere with productivity and allows all clients to enjoy the enhanced features at the same time.

Imagine that a CSM working for Fusion, Oracle’s premium supply chain management in-cloud solution is given the task of co-ordinating updates with a group of clients.

This manager can review the track record of the subscribers on his list to come up with a set of common issues working behind the scenes to reduce the efficiency of their supply chains. He can then create custom videos demonstrating how the new features can help solve these as yet incipient problems and directly mail permalinks to the videos through the WalkMe dashboard to prepare them for the roll-out. Post this interaction, clients will actually be enthusiastic about the update(s) and will look forward to the increase in productivity.

This article is part of a White Paper called “How to Tackle the Top 5 Pain Points of Customer Success Managers.”

The White Paper covers a range of topics including:

Chapter 1: Onerous Onboarding

Chapter 2: Overwhelming Support Requests

Chapter 3: Tackling the Churn Demons

Chapter 4: Software Upgrades and Updates

Chapter 5: Promoting Renewals and Up Sells

Claim your free copy by filling the form below. 

Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.