One of the biggest difficulties that software companies around the world face is to keep the customers around. Due to this reason, many software companies out there in the world run out of customers. If you are the owner of a software company, there are some effective methods available to keep the customers around.
Most of the software companies around the world try that as well. Therefore, it is important for you to take a look at those effective methods and implement on your own software company. Then you will be provided with the opportunity to take your own software company to the next level. With that, you will be able to establish yourself into a strong position within the industry as well.
- Take the most out of available data and act accordingly
As a software company, you are having lots of data available for the consumption. It is up to you to go ahead and analyze available data, so that you will be able to end up with positive results in the long run. For example, if you are offering a product, data will help you to get a clear understanding on how it is being used. Then you will be able to make necessary improvements to your product, so that you can make it better.
With the help of customer data, you are also encouraged to maintain a customer health scorecard. It will take the data points such as the frequency and amount of usage into consideration. In addition, you will also be able to manage the number of support tickets effectively, along with how they are opened and the severity of them. Most importantly, you need to see how frequently you are interacting with the customer. If there are any complaints associated with dissatisfaction, you will be able to see whether your customers are happy with what they are provided with and not.
With the data you extract out of analysis, there is a high possibility for you to focus on the upselling your services as well. For example, you can see how your customers can use the services that you offer to add more value to the business. Then you will be able to retain the customers and do more projects along with them. In other words, you will be keeping your customers around. However, the customer desires and customer pains should be understood clearly. Otherwise, you will have to go through a lot of hassle in order to pitch the appropriate services to the customers. Then you will be able to increase the upsells, while reducing churn.
In the meantime, there is a possibility for you to rebrand your account managers as well. In fact, you will be able to label them as customer success managers. The account managers should transcend beyond the reactive customer assistance in order to maximize the success of customers. This includes taking the customer KPIs and goals into consideration as well. In addition, you will have to think about understanding the blockers and stakeholders, who work behind the success of customers. The customer success managers are in a position to provide a tremendous support to you with that.
- Monitor customer onboarding closely
It is also possible for you to monitor customer onboarding closely. That’s because most of the issues take place at the time of onboarding. Then the deployment ends, the usage will not begin. Hence, there is a high possibility for problems to come across. Therefore, you will need to monitor the onboarding activities of your customers closely. Then you will be able to provide appropriate assistance and keep them around your business.
- Invest on your customer care
If you can invest on customer care, it can be considered as one of the most effective methods available to keep the customers around. When the customers are using the products or services that you offer, there is a high possibility for them to come across problems. In such instances, the problems need to be addressed quickly. Therefore, it is important for you to come up with a strong ticketing system. Then you will need to monitor the queues as well. You need to make sure that you leave the customers waiting in the queue for a short period of time as much as possible. If possible, you will need to come up with a second tier support, where you will be able to address the existing problems of the customers within a short period of time.
There is also a possibility for you to gather the customers you have into a community. This can be considered as one of the most effective methodologies followed by software companies that exist out there in the world. The customers tend to learn a lot from each other. Hence, it is up to you to create the platform, where your customers can interact with each other and learn what they want. This can contribute towards an enhanced customer experience in the long run.
- Keep an eye on your competition as well
There is a strong competition in between the software companies. Due to this reason, it has become essential for you to keep an eye on the competition. Then you will be able to figure out what your competitors are doing to retain the customers and keep them around as well. There’s a lot available for you to learn from them. Therefore, you will need to see what your customers are mostly interested at. Then you will be able to see how the customers fit into the advantages of your company.
As you can see, there is a high possibility for you to keep your customers around. All you have to do is to pay attention towards these important and useful tips. If you can do it, you will never run out of customers and you have a promising future ahead of you.