Trends Report

The SaaS Customer Success Lifecycle

July 13th, 2018
With contributors:
Stephen Powers , Andrew Dobak , Kara Hartig

Summary

Software-as-a-service (SaaS) is more than just a software deployment model; it’s a business model that ties vendors’ success to your own. To drive upsell and renewals and achieve profitability, leading SaaS vendors are embracing customer success programs that help clients achieve long-term business results. This report outlines a lifecycle approach for customers to achieve success with SaaS vendors and gives application development and delivery (AD&D) pros and business stakeholders guidance for sustaining productive SaaS vendor relationships.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.