If you are leading a Software-as-a-service, (SaaS) company, recognizing growth opportunities beyond new customer acquisition targets are critical to growth acceleration. In other words, maximizing the revenue potential and scaling your company must include metrics focused on growing your current customer relationships. Through customer success, driving product adoption and renewals are the first steps in validating your product. Building an expansion framework, with advocacy and referral networks, is the next step and the secret to true acceleration and scale. Afterall, once a deal is closed, everyday customer interactions can either open doors for your competitor to take over, or what we all aim for, introduce you to new departments and companies that can benefit from your product.
Tech companies must make use of an ever-expanding arsenal of different tools to maintain competitive advantage. Peer-to-peer community support now plays an integral role in customer relationship management. To put it bluntly, they’re becoming inseparable. That’s why you need a community platform that can be integrated with your other platforms - i.e. CRM and contact software, allowing you to make better use of data to drive business results while providing a smoother experience for your staff and customers.
Online communities have profoundly changed the way businesses build relationships with their customers. That said, many B2B executives have shunned them for years, dismissing them as something for the spotlight-grabbing B2C world. After all, B2C communities tend to be places of entertainment, characterized by talk about shared interests, unlike the ho-hum of business-focused communities.
It’s no secret that today’s always-connected B2B customers like to find their own solutions in their own time, rather than making lengthy telephone calls or waiting for a technician to arrive in person to fix a problem. In fact, a study revealed that a whopping 75% of customers prefer to use self-service support portals over calling customer service.
Providing positive customer experiences is important at every touchpoint, but for customer service, that need is critical. At the same time, customers are demanding more than ever. Research shows that the time businesses have to respond to customer queries is increasingly narrow.
In fact, a 2017 study found that 27% of customers expect to receive an instant response to email while 62% expect it within 24 hours. With the high volume of customer tickets coming in, keeping up with this expectation is as difficult as it is necessary.