The SaaS CEO's Guide to
For your SaaS business to work you need to retain and monetize your customers. You can add millions of users, but if they churn, or aren’t willing to pay you, you’ve failed.
While endless playbooks exist to help SaaS companies acquire customers, no one’s written the playbook on what companies need to do to create truly happy & valuable customers.
We chose CEOs for this guide because, simply put, you’re responsible for customer happiness. You can’t just hope that everyone cares about your customers. No, you need to lead by example. Everything flows from you.
I believe you need to commit to be a customer-driven business if you really want to drive customer happiness.
You have to create the approach to customer engagement, service, and measurement of satisfaction, and then you and your team will execute. If you don’t prioritize making customers happy, no one else will.