Sounds simple, right? But, it requires deep effort to align systems and processes. Celebrate success with R&D hackathons. That’s just one piece of the puzzle. Every single support ticket is tagged. Customer NPS comments are tagged, positive and negative for full transparency.
Other secrets include:
Tom Ronen is the Head of High Touch Customer Success at monday.com. Originally from Tel-Aviv, Israel, Tom is now living in NYC and managing monday's NY presence since it's launch in 2018. Tom has been working at monday for over 4 years and has established monday.com's Customer-Experience team as well as all of its Customer Success practices for monday's 100k+ paying organizations.
SaaS users must see value, quickly and with ease. It’s what drives a product-led business. Users also deserve amazing in-app experiences. This is why Yuval founded Simpo, a platform that makes SaaS users successful from trial to renewal, at scale. A product guy at heart, Yuval loves to build with a passionate team behind him, solving important business problems. Yuval lives in San Francisco, CA and enjoys creating new things.