Developing customer success tools for a B2B SaaS company
Barkane, Eliza (2019)
Avaa tiedosto
Lataukset:
Barkane, Eliza
2019
All rights reserved. This publication is copyrighted. You may download, display and print it for Your own personal use. Commercial use is prohibited.
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2019053113721
https://urn.fi/URN:NBN:fi:amk-2019053113721
Tiivistelmä
Recent breakthroughs in technology have enabled a worldwide shift from selling software in physical disks to selling it online as a service. This change has given rise to a subscription-based business model where software companies offer their services based on recurring payment plans. This significantly alters the focus of companies that operate in SaaS business from the value of the initial transaction to the lifetime value. To maximize customer lifetime and economic value derived from it, a new business function called customer success has emerged. The objective of this product-based thesis is to develop tools for increasing the maturity level of customer success processes in a B2B SaaS company called TalentAdore. TalentAdore is a technology company from Finland that offers recruitment software called Virtual Recruitment Assistant. Completion of the thesis entails following a predefined project implementation plan, developing product and documenting the process of its creation. The work involves formalizing the knowledge surrounding the concept of customer success and developing four tools: dashboard for monitoring usage data, visualization of the customer lifecycle, onboarding playbook, and customer health card. Tools are created gradually one by one and tested in real business operations. The last chapter includes a discussion of what has been done throughout the whole thesis and evaluation of the project. The author’s assessment of one’s learning is presented at the end. The thesis was conducted from May 2018 to May 2019. During this period, the thesis author was employed as a full-time trainee with the purpose to implement the project and generate applicable results.