Technology

3 Reasons Why Customer Success Matters for Saas Companies

You might think that Software as a Service (SaaS) companies focus solely on delivering solutions, but there’s more to it than meets the eye.

In order to thrive in today’s competitive and modern environment SaaS enterprises must devote a significant portion of their time to ensure customer success.

Here’s why customer success is important for SaaS companies.

Improved Internal Communication

SaaS customer success is mostly about doing everything you can, and this includes making sure your customers have great success with your SaaS product.

With this in mind, it helps to be the ‘voice’ of the customer and using tools to measure SaaS customer success. Without this role, customers will be trying to communicate with other departments of your company, e.g., IT, developers, etc. It’s disorganized and inefficient as such concerns can be handled by a small support team.

Your customers shouldn’t have to navigate your hierarchy just to get the answers they need to use your software. A dedicated tool or support inevitably increase morale and work efficiency in the long run.

Adds to Product Roadmap

Customer success metrics may be better measured in person rather than on the phone. Check-in meetings and tools to gauge success can provide more opportunities to increase roadmap appeal as support teams can provide information quickly and with minimal delay.

Customer requests can shape the software roadmap and boost new opportunities. It can extend your customer’s contract simply by rephrasing the words ‘we don’t have X feature’ to ‘we’ll be adding it soon’.

Lower Churn

Much like with any industry an SaaS company succeeds when revenue is continued. The longer the relationship between SaaS organizations and their customers the higher the chance of growth and success.

The biggest companies often say that customers are the lifeblood of any business, and it’s the same with SaaS. Keep your clients happy and satisfied with your software and you’ll enjoy a lower churn rate.

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