Today, Todd and Casey delve into the current challenges in the SaaS industry, focusing on the concept of the 'last mile' and its relevance to customer success and education. They tackle issues like customer churn and software underutilization, emphasizing the importance of innovative solutions in SaaS companies.
Takeaways:
- The last mile accounts for a significant portion of the overall cost of moving the product
- Many SaaS companies struggle to drive results for their customers, leading to low software utilization and high churn rates.
- Efforts should be made to connect the different stages of the customer journey and ensure a smooth transition from sales to utilization.
- Technology is improving the delivery industry by enabling better tracking and optimization.
- There is a fear of inconsistency and lack of control when outsourcing, but outsourcing can provide flexibility and adaptability in solving problems
- There are two approaches to empowering customers: involving them in the decision-making process and giving them the power to take action on their own.
- SaaS companies should not settle for suboptimal solutions and should strive to be innovators.
Content
- 00:00 Introduction
- 02:07 The Last Mile: A Key Concept in Solving Challenges
- 06:23 Connecting the Customer Journey
- 13:45 The Importance of Infrastructure and Innovative Solutions
- 20:42 Embracing Change and Innovation
- 23:58 The Impact of Technology on the Delivery Industry
- 27:10 Outsourcing vs. Optimization
- 31:26 Striving for Better
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
