Emphasizing the “Service” Aspect of SaaS
A recent LinkedIn article from Tim Brown, CEO at IDEO, got me thinking. “In Service Cultures, What You Manage is What You Get” points to internal culture as the real driver of customer service. Good or bad, what’s on the inside shows on the outside.
Brown writes, “Companies that have combative relationships with their employees, or fail to engage staff in a respectful way, risk seeing these same negative attitudes filter into staff interactions with customers.”
We at Clicktools would certainly agree with Brown’s perspective and frankly, we practice that inside-out attitude here, systematically reflecting our positive, supportive culture on our customers. Our Support and Customer Success staff happily provide outstanding service. (Thanks, guys!) Just browse our AppExchange reviews if you want evidence. Our customers go nuts (in the good way) over how well they’re treated.
Beyond that though, Brown got me thinking about Clicktools as a Software as a Service (SaaS) company. For some SaaS vendors, the “service” part isn’t fully realized. Of course, in the acronym, service literally refers to the delivery model (hosted as a “service” in the Cloud, rather than installed), but it should mean more. It should mean that SaaS providers think of themselves as service businesses — as in “customer service.”
Wouldn’t that be great? The tech world would be a better place if all SaaS providers acted like SaaCS (Software as a Customer Service) ventures. This would be possible, if they tuned their internal culture to positively support a smooth, successful customer experience. That’s the path to walk, if you want to turn customers into fans. Become a customer-centric business at every marketing touch, through the sales cycle, in every support interaction. Sound good? We can help, if you need it.