Customer centricity and obsession is probably the most important value for a company. But hey, don’t forget, these customers are just like you, a person on the other side. Sell a story you can convince yourself with. Put on their shoes, dive deeper into their world, see where they are coming from, why they are saying what they are saying — good or bad, and finally sell this to yourself, does it sound convincing enough ? Do you think your customer will really benefit from your value proposition ?
And it doesn’t end here, this is just the start, let’s talk about SaaS businesses, one that follows a subscription/renewal based model. Like they said, it’s easy to rise to the top once, but extremely difficult to consistently stay at the top despite all the adversities — illness, lack of motivation and so on. In my opinion this is synonymous to winning a customer once vs getting them to renew without thinking twice.
When I say it is just the start, I am by no means underestimating the effort it takes to win a customer, rather bringing into perspective what follows. Ensuring your customer is satisfied and happy always should be utmost priority, after all, they are paying you for what you offer. The machinery that is required keep the show running smoothly is always complex.
There should be no compromise of quality, you definitely wouldn’t want to buy a defective or subpar product. Your customers wouldn’t want that too !? And when you are selling to customers, I think it is everyone’s responsibility to ensure excellence in delivery. Punctuality & sticking to timelines is undeniably important. All in all, it’s a taxing job, but rewarding for sure!