How to make people see the value of your SaaS platform

Introduction

Getting your customers up and running on your SaaS platform is easier than you think. Your software will adapt to their individual needs, from new users to proven businesses. That means more opportunities for them and more new revenue streams for you.

SaaS companies focus their efforts on getting new customers and growing their businesses. However, what keeps these businesses flourishing is their ability to retain and increase the value of these customers. Given that customer acquisition costs five times more than retention, it's essential for business leaders to analyze their products and services and make adjustments as necessary--to keep existing customers happy.

Achieving a Net Retention Rate of 100 per cent has become a significant priority for SaaS companies that look to protect and enhance their bottom line. As more companies start to replace traditional annual contracts with monthly billing models, it is essential to ensure your customer success paradigm keeps pace.

Ensuring customers realize the value of your SaaS platform does not happen on its own. It takes a coordinated effort to ensure that they are satisfied and successful. This will pave the way for them to solve more problems using your platform, ultimately becoming your customer advocates.

Ensure your customers are getting the most out of your product by following these four steps:

Early Engagement

At this stage, the focus shifts to the customer. You have a contract signed by a natural person on an honest company on a real deal, and now it's time to deliver results.

The best way to ensure your prospective customers realize the value of your Saas product is to create an implementation roadmap. These include project planning, training, testing, and providing a solution description and services such as team-building training and same or next-day support.

Gather Steam

Customers need to know how your platform will help them achieve their business goals. To do this, you must provide customer success stories and easily digestible information on what they will gain by using the platform.

The first step to understanding your customer's needs and behaviours is to conduct a customer survey. This involves asking simple questions about your customers' business, the features they utilize the most, and the productivity they see from using your product.

Do your customers think the value of your product is unclear? In the early stages of customer implementation, such incidents are common. But they are relatively easy to prevent from occurring in the future. Ultimately, it is about the recovery and learning process. It's also about having data on your customer usage to help you spot issues and constantly measure and review how successful your platform's recovery and learning process is.

Customer success is not just one feature within your SaaS platform; it's the entire experience. Dedicating the right resources following a consistent, seamless, and personalized approach can make all the difference for customers.

Open Communication

Having your business reviewed regularly ensures you understand whether your product meets customer expectations and helps you plan the roadmap for future adoption. Your customers also have a clear idea of when they can expect essential updates to your platform.

The number one step to support customers is understanding where they're coming from, what they need to succeed, and how to help them.

Reliability

Recognize the importance of making customers feel special by helping them reach their goals more quickly. Ensure they get their potential by providing post-sale support, training, and value-added services.

Conclusion

Company success is the result of customer success. That is why it's in your best interest to help improve your customers' marketing, sales, and operational efforts through digital transformation. By enabling the right technology transformation, you can quickly uncover new sources of revenue, build a loyal customer base, and increase your company's bottom line.