Magazine Article | April 2, 2018

Defining Customer Success For Software Companies

Source: Software Executive magazine

By Catherine Penizotto

Understanding what customer success should look like for your software company, how it can help grow your reputation for prospective clients, and the tenants to use in guiding your team.

When you’re buying yourself a new tablet, you’ll do some homework. You’ll have a list of specs, features, and benefits you want from the product: a high-resolution camera, touch screen, certain processor power, compatibility with other devices, and so on. It’s not likely your list will include post-sale support. But in the software technology world, particularly in SaaS businesses, post-sale support will not only be on the list, it will also be a crucial factor in the buying decision.