Summary In this conversation, Jay and Pawan Deshpande, discuss the SaaS Critical Customer Care framework that Pawan developed to address customer churn and improve renewal rates. Pawan shares insights from his experience at Curata, where he faced significant churn and implemented a structured approach to customer success. The discussion covers the importance of understanding renewal rates, the four buckets of customer success, the significance of business reviews, and how AI can enhance customer engagement. Pawan emphasizes the need for a proactive approach to customer success, including identifying triggers for intervention and the role of segmentation in addressing customer needs effectively. Follow Pawan on his website and read his full post on the Critical Customer Care framework:

https://pawandeshpande.com/

https://blog.pawandeshpande.com/2023/08/01/saas-critical-care-how-to-2x-renewal-rates/

Takeaways

• Pawan Deshpande is the CPO of Galileo, focusing on AI applications.
• The SaaS Critical Care framework helps improve renewal rates.
• Understanding churn is crucial for SaaS businesses.
• Customer success can be divided into four key activities.
• Business reviews are essential for maintaining customer health.
• Segmentation of customers allows for tailored approaches.
• Inbound and outbound strategies are both necessary in customer success.
• Triggers for critical care can be based on customer satisfaction and product usage.
• AI can automate aspects of customer success and improve efficiency.
• Proactive engagement is key to preventing churn.