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‘What gets measured gets done’: The steps B2B fintechs are taking to improve customer success

  • It looks like B2B fintech is booming this year.
  • To stay in the game, B2B fintechs need to keep their customers happy. Here’s how they’re doing that.
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‘What gets measured gets done’: The steps B2B fintechs are taking to improve customer success

2021 is barely past its first quarter, and B2B fintech companies have already raised over $910 million combined in funding. Companies are maturing in the space, growing revenues and customer accounts. B2B fintechs are predicted to generate over $1 trillion in total aggregate value.

With all this attention coming from investors, competition is brewing among B2B fintechs. These companies are therefore constantly looking for ways to keep their customers satisfied. B2B requires a lot of resources to bring in new customers, so keeping them happy is paramount.

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For many of these high growth companies, scaling in new customers means finding ways to scale its customer success function. Synapse is a banking as a service platform that enables companies to build and launch financial products. Lauren Diehl, VP of customer success at the company, says that the key to continuous growth is continuous automation.

“You streamline, then you optimize, and then you repeat that cycle over and over again,” said Diehl. “And you’re really never done. The minute you think you’re done is the minute something becomes outdated, and then has to be rebuilt.”


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