With Software-as-a-Service (SaaS) products, the operative word is service, not software. The service element, when done well, fosters a healthy symbiotic relationship between the company departments. Let’s look at the common departments:
- Sales – Sets expectations with prospects and turns them into customers
- Services – Gets clients successfully up-and-running
- Support – Answers questions and continually helps clients
- Engineering – Continually improves the product and fixed bugs
By excelling in these departments, clients will renew their service and likely purchase additional services over time. Successful SaaS companies need to develop a service-oriented culture and exceed client expectations.