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The Greatest Friction Points in the Year 1 Customer Journey for B2B SaaS Companies

B2B SaaS leaders share their biggest challenges that prevent renewal and revenue expansion.

What’s Inside?

The first year of the customer journey is the most crucial. Your company must set a solid foundation for the customer that builds trust with your product, brand, and team. During this time, customers form initial impressions and decide whether to continue a relationship with your company. With this level of pressure, it’s no surprise that this first year brings many challenges.

AirDeck and Carema Consulting conducted a survey of 30 B2B SaaS companies that sheds light on the most common Year 1 customer friction points for Customer Success (CS) organizations. 

In this report, you will discover how these companies evaluate their CS organization’s current competence in four common stages of the Year 1 customer journey. They also rate their ability to successfully deliver on ten different customer interaction moments. Plus, you will gain insight into four of the most challenging customer interactions during Year 1.

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