The last series of posts tried an in-depth perspective to the customer lifecycle process. If there’s anything I want you to take away, it’s this: “Your relationship with your customer is the most important asset you have if you want to grow a sustainable recurring B2B SaaS business.” Organize your team, your processes, and your values around the…
In order to succeed in the long-run you must continuously grow your relationship with your customer. Growth only occurs when both parties increase their investment in each other; i.e. your customer buys more products and services from you and your organizations. Now that your customers are loyal to your brand and advocates of your company’s…
In order to succeed in the long-run you must continuously grow your relationship with your customer. Growth only occurs when both parties increase their investment in each other; i.e. your customer buys more products and services from you and your organizations. The goal of customer advocacy is to empower your customers to become ambassadors for…
In order to succeed in the long-run you must continuously grow your relationship with your customer. Growth only occurs when both parties increase their investment in each other; i.e. your customer buys more products and services from you and your organizations. The first step in growing a customer account is building customer loyalty. Customer loyalty…
The desired outcome of this stage is to ensure that your customer’s objectives are being met, expectations are being managed and that the value delivered is being communicated back to your customers. The fundamental programs your customer support team should have: Business Reviews Escalation Value Reporting Voice of the customer Let’s look at these in detail… Business Reviews…
Maintenance refers to the ‘technical support’ of your systems. This includes both hardware and software related systems. The areas you should cover are: Infrastructure Performance Monitoring Alerting Let’s look at these in detail.. Infrastructure Infrastructure refers to the platform on which your product and service is built on, and any additional equipment necessary. An infrastructure example…
Customer support is about empowering your customers to achieve their desired outcomes with your products and services. The levels of support that are common to B2B software are: Reactive Support Proactive Support Pre-Emptive Support Continued Training Let’s look at these in detail.. Reactive Support Reactive support refers to any support given as a response to…
Setting The customer isn’t set up until they are actively using your product. The goal of this stage is to install the software, onboard your new customers and guide them until they are engaged users. The 3 basic steps are: Installation Onboarding Adoption Let’s look at these in detail… 1. Installation / Integration In enterprise…
The Buyer’s Process The final step in the purchase process falls on the buyer making a purchase decision. The steps include: Consideration Negotiation Purchase Consideration The buyer has now decided to consider your offer. At this stage, they will most likely review your proposal with the goal of gaining the alignment of other internal decision…
The Sales Process Now that you’ve qualified your leads, it’s time to put them through your sales process. The desired outcome of this stage is to get new customers to purchase your products and services. The sales process refers to the actions taken by the account executive to present a company’s offering to a prospective client.…
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