How Often Do You Ask Your Customers What They Think About your SaaS?

Grazed from Business2Community.  Author:  Revital Libfrand.

In the competitive world of SaaS, where great software products are provided in a relatively low fee subscription model, many companies focus heavily on users’ acquisition and the cost of acquisition & support that is associated with such customers. As a result, almost all processes requiring interaction with the customers have become automated.

This leads to one of the major challenges SaaS companies are facing nowadays: customer churn. Thousands of new customers mean nothing, if hundreds or more give up on the company and leave at the same time…


The traditional b2b software world had a different approach on this matter, as a company relied on just a few clients who brought a significant income each to the respective company, so things were done to fit their every need and request. Most of the requirements and wishes came through the sales account managers, who were responsible to keep the customer happy and satisfied. They also made sure that the Research & Development teams understood the customers’ requests and pushed to get the requested functionality developed for them…

Read more from the source @ http://www.business2community.com/customer-experience/often-ask-customers-think-product-service-provide-0645591