Customer Experience in SaaS

Customer experience is the one opportunity SaaS organizations need to capitalize upon, to reduce churn and increase revenue. This outcome, however, takes its toll. Especially now that Product Led Growth is on the rise. Where does customer experience meet product experience? Where do they align? How can the product fill the gap humans leave behind and reinforce the buyer-vendor relationship?

These are some of the questions we will answer. Always with the hope that you can put those learnings to work and adjust them to your value proposition.

The disruptive SaaS ecosystem is overtaking the digital world. We live in an era where almost everything can be managed from the comfort of our screens. Consumerization further embraces this notion. It encourages the delivery of flawless product experiences in B2B too. While the product becomes the main growth lever. The emerging Product-Led GTM practices only support that direction. But, not without bringing more complexity to existing internal procedures. Product management is now in the foreground. It addresses every step of the customer journey and optimizes roadmaps’ inputs.

Product data can pinpoint roadblocks and product delights. Those changes, force internal teams to adopt a more quantitative, customer-centric approach. Data now become the single source of truth across an entire organization. That shift makes the greatest challenge following a Product-Led strategy the repositioning of customer experience itself. 

Some of the key points we analyze entail:

  • What factors define customer experience?
  • Who owns the reins of customer experience on every stage of the customer journey?
  • How can the product eliminate the experience gap by reinforcing the buyer-vendor relationship?
  • How can internal organizations achieve cross alignment?

Those will be just some of the questions we answer, with the hope that you can put those learnings to work and adjust them to your value proposition.

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