Productizing Customer Success in the Cloud – Guest Commentary in Sandhill.com
A pivotal principle that sets Software-as-a-Service (SaaS) apart from the on-premises, legacy applications of the past is the shift of the vendors’ priorities so they better align with their customers. Rather than placing the burden of deploying and managing the software on the customer, SaaS vendors have to ensure customer satisfaction, minimize churn and maximize the lifetime value of their customers.
Achieving this objective requires the right combination of staff skills, business processes and support systems. Although every successful SaaS company has been committed to the idea of customer success, capturing the right data to gain a holistic view of the customer to better serve their needs has been a significant challenge.
Click here to read why, how the Pulse2013 conference hosted by Gainsight brought attention to this issue, and how THINKstrategies sees a new generation of Cloud-based ‘Customer Success Management’ solutions is addressing this issue in our latest commentary in Sandhill.com.