Building a command center at HQ to save your SaaS in the field

Apr 26, 2016

Customerzone 360 | Amy Downs

In a SaaS business, maximizing customer lifetime value must always be a top priority. If SaaS’s greatest asset to customers is ease-of-management and adoption, its greatest menace to providers is customer churn. And while it’s tempting to justify this outlook by simply weighing the relative expense of winning new customers against the much-reduced cost of retaining them, we’d be remiss to ignore the dollar value of second-order revenue: the profit that materializes when customers recommend us, participate in case studies, provide us with glowing references, or deploy our service at their next job.