• Subscribe
    1. Discussions
    2. B2B SaaS Founders/PMs - how do you manage account...

    B2B SaaS Founders/PMs - how do you manage account engagement / feedback post-sale?

    Colin Ristig
    4 replies
    I've worked in B2B SaaS for a while and haven't found any solutions that are specifically designed for measuring + managing customer engagement at an Account / Company level. More specifically: • Measure company / account engagement - who's happy / might churn. • Track user engagement - understand who power users are 💪 • Collect feedback - Create custom segments based on user attributes (engagement, title, company, etc.) to get feedback on product / features. Is kind of link inverted Mixpanel: Bottom-up user analytics as opposed to top-down.

    Replies

    Dason Goh
    Interesting, we face the same challenges and only gets feedback because we always ask for them in our welcome emails, account representative emails, and support tickets. We've built a culture where we will continue to ask our users for more even when their current issues are resolved. Would be interesting to see any solution tackling this.
    Share
    Colin Ristig
    Waldo
    Waldo
    @dasongoh Yeah, you described exactly how things worked at my last 2 b2b companies. I'll shoot you over some more details once we get a little further along in the ideation.
    Share
    Dason Goh
    @colin_ristig awesome! If that's the case this may be plaguing many other B2B SaaS.
    Share
    Jonathan Cabin
    Wild Earth Clean Protein Dog Food
    Wild Earth Clean Protein Dog Food
    check out www.sherlockscore.com
    Share