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.
Colin Ristig
@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.