Customer-centricity in enterprise SaaS is crucial for the growth of a long-lasting and sustainable organizational culture with the qualities or features to fundamentally keep the right customer at the center of every action.
Customer-centric growth means your actions are around what is best for your customer. It is not that you will not pay attention to the product but focus on delivering as much value to your customer’s requirements. A positive customer experience can lower the maintenance cost for the existing customer by as high as 33%.
What Does It Mean To Be Customer-Centric?
A customer-centric organization understands customers’ wants, needs, and expectations and aims to deliver an unmatched customer experience prioritizing the consumers’ point of view.
Customer-centric is often confused with customer-focused. There’s a big difference between the two.
Customer-focused is a comprehensive idea of companies to treat their customers right and offer a consistently constructive and relevant experience. However, customer-centric focuses on the customer’s lifetime value using segmentation to align and focus the enterprise on a specific targeted high-value customer segment to drive profit.
Why Is Customer-Centricity Important For SaaS Enterprise?
Enterprise SaaS businesses have reconstructed their business Model that meets the needs of their customers with a customer-centric approach.
Customer-centricity requires an approach where customers are an integral part of the business; basing their decisions on customer expectations drives customer satisfaction and loyalty. It also requires taking responsibility and ownership to move. It is essential to create culture-defining customer-centric KPIs with the help of a single source of truth, where customers can easily add, track, and look at the progress of the requested use cases.