
EP006: Pawan Deshpande, Product at Galileo. Critical Customer Care Framework; a simple methodology for customer success.
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About this listen
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.
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