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Customers For Life: Managing the Customer Journey

April 3, 2016 Kia Puhm

In a competitive world, attracting new customers is a major accomplishment but it is just the beginning of what will hopefully be a long-term relationship. 

Once a SaaS company has a new customer in the fold, the next challenge is getting them to adopt and, even better, embrace the product. It is not enough to articulate a product’s benefits and features. Instead, SaaS companies have to be proactive and disciplined about how they ensure that customers quickly see and experience the value being delivered. This drives usage, retention, loyalty and evangelism. 

In this eBook, we will explore three key parts of the customer adoption lifecycle: 

  • Identifying the customer journey, which helps SaaS companies understand what the customer is trying to achieve and their objectives. 
  • The account coverage model, which involves aligning your company’s resources to achieve corporate AND customer objectives. 
  • Monitoring and measuring customer health to make sure the customer is on the right track. ​

By focusing on these three components, SaaS companies can drive customer adoption into long-term customer loyalty.

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About the Author

Kia Puhm

Kia Puhm is an entrepreneurial executive with 21 years of experience leading strategic corporate initiatives. She has held executive positions in account management, customer success, services, and support at companies such as: Oracle, Eloqua, Adobe (Day Software), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value & loyalty.

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