If you are in SaaS, you already know that the cost of acquiring a new customer is much higher than retaining an existing customer. If you want customers to stay longer with you and increase the revenue per customer, you have to set the right expectations with your customers from day one and have smooth sales-to-customer success account handoffs.

Often the culprit contributing to a bad customer experience and thereby churn is the lack of visibility and a clearly defined account transition process between sales and customer success.