Consultants Nick Mehta, Dan Steinman and Lincoln Murphy describe customer service and retention with a passion and urgency that will have you racing to make changes. The new, dominant model in software – cloud-based delivery and subscription pricing – places heightened emphasis on customer care. Companies spend a lot to acquire customers and then often collect too little data from them, thus giving themselves a difficult path to achieving strong subscriber renewals and retention. Mehta, Steinman and Murphy offer 10 laws that your company can follow to help your customer service evolve into customer success, including how to heed what your consumers want and how to shift power to them. This guidebook speaks, with rare exception, only to “Software as a Service” (“SaaS”) businesses. getAbstract recommends it to any SaaS company seeking to find, gain and nurture clients – and to any entrepreneur who aims to build such a company.
About the Authors
CEO Nick Mehta and CCO Dan Steinman lead Gainsight, a cloud-based customer solutions business. Lincoln Murphy consults and writes about customer success.