Therefore, always try to look at your own software through the eyes of your user. Are there sufficient and clear descriptions of the functionalities? Does the software work intuitively for novice users? Does the user know at all times what he is looking at and what the purpose of the information provided is? Answering these questions will help you to bypass your own tunnel vision and focus on the end user.
3. Lead by example
Many SaaS companies send login details to customers and do the onboarding by means of a tutorial. Then the customers are left to their own devices. As a company, you are then dependent on the intellect and inventiveness of your user, when it comes to the value that the end user gets from it. Of course, this can also be done differently. Many new users will benefit from successful business cases from existing customers or continuous insights into how to optimally generate value from the software. If you do not provide this to the users, you run the risk that they will not get the value from it due to a lack of knowledge of the software - and then cancel the subscription.
Everyone has experienced the experience of being about to do something important, only to realize that you can’t finish your task because you have an outstanding question for Company X. You then contact Company X and have to wait five days for your response, and therefore to finish the task. This is disastrous for any business, but especially for a SaaS company.
If your customer wants to solve a problem using your software, but he can’t figure it out, it is essential that you provide the customer with the information they need in a timely manner. If indonesia telegram data you don’t do this, there is a risk that your user will solve the problem in an alternative way. As a result, your value to the user decreases. Decreased value is decreased usage and increased chance of retention. So make sure you are available when your customers need you.
5. Talk to and listen to your users
This tip may seem redundant, but at the same time it is so important that it needs to be mentioned. Of course, as a SaaS company you are an expert in your field and it is important that you convey this expertise to your customers. In practice, however, this can lead to you only reasoning and developing from your own core competencies, instead of from added value for your users. This comes down to: this is who we are and what we are good at, so we will continue to do this.
Not necessarily a wrong, but a risky reasoning. Are you sure that your users have become customers because of the competencies that you consider so important? And are you sure that in practice your software is used as you initially envisioned? Talking to and listening to your users can help you gain insight into this. This way you can use a more customer-oriented development strategy without losing sight of your core competencies .
The above tips will help you to achieve optimal customer relations as a SaaS company. Because at the end of the day, your software can be great, but without users getting value from it, your software is literally worthless.