The SaaS customer journey is unique in that it doesn’t end with the purchase like it does for other business models.
For SaaS-based digital goods and services businesses, the purchase is just the beginning of the customer relationship. And regardless of the offering, you need to be able to maintain your product or service and foster customer loyalty in order to earn a renewal at the end of the contract. If your customers aren’t renewing, you need to quickly find out why and lower your churn rate before your business suffers irreparable harm. […]