Improving Customer Experience

[Shakhawat]

To increase the value you gain from your customers, consider increasing the value you provide for your customers. One way to do this is examining the different stages customers go through once they sign with you:

Onboarding

If you have a great solution for a customer, but you’re not able to onboard them properly, there’s a very high probability that they’re not going to get much value out of the product or service that you sell to them, in which case there’s an increased chance of churn.

Continued Relationship

Maintaining solid relationships with your customers helps you rcs database understand how they are gaining value from your product or service.

HubSpot, for example, does this by maintaining a partner network of agencies who help their clients get the most value out of the HubSpot Platform. Some of those partners even help with the onboarding, which increases HubSpot’s margin, and therefore their CLV, because they don’t spend as much time servicing their customers.

Knowledge bases are self-service versions of the agency system HubSpot uses. Customers can go into the knowledge base and get value for themselves by learning about the platform. The HubSpot Academy is a great example of this by providing information not just on their methodologies, but also how to use their products.

Having a knowledge base with customer service and support built into the way someone interacts with your product can be a great way to increase your product’s value for your customer.

Another way to maintain a relationship with your customers is through a customer success manager who is available for questions, checks up on your clients regularly and makes recommendations on how customers can get more value out of your product.

Renewal Process

With any SaaS platform, you’ll eventually have to renew with your customers. If you have to spend a lot of time or money on the renewal process, that’ll cut into your margin and CLV.

Making the renewal process as seamless and easy as possible or anticipating the challenges ahead of time by having a solid relationship with your customers can also improve the CLV by extending the contract length.