Why Customer Feedback Is So Important in The SaaS Model of Services?
The Automatic Feedback Loop? How beneficial is it? Today, SaaS pioneers are calling it a key ingredient in the success and recognize this growing trend.
When you list the benefits of using SaaS, as a provider, all you can see is the low cost of capital and easy upgrading of the software – but they never actually recognize the providers getting customer data as a benefit. That is “Gold” info as many marketers would put it, but the providers actually see it as a security threat because customers are worried about their usage info becoming public. However, as said many SaaS Pioneers see this as a key benefit to both the customer and the provider.
Unlike legacy, applications, SaaS providers can actually see the activity of all of their customers exactly how the apps are being used. As the CEO of Coveo and the former vice president of Global Services at SaaS Pioneer says, you no longer have a client as your customer rather your client becomes your partner, and you actually get genuine feedback. You see which plug-ins and features are being used, which are not and which are losing favoritism.
Another SaaS provider commented that they used the customer data to build and better design the software. They do this by studying all of the hundreds of usage patterns. We can see where users are hitting the wall and signing off the system: This info allows them to improve usability of the applications and up their customer satisfaction.
The manufacturing industry is unquestionably progressing. The 17 year old Plex Ltd is currently accumulating a mountain of knowledge in customer usage and experience and repackaging this info by building software that actually increases the industry benchmark for users.
If you do not actually have this kind of system these days then you cannot actually grow in the industry nor set new benchmarks. It is because these measures and info are measurable and obtainable in nature that they can be used for this exact purpose.
Even in the gaming industry a similar trend has emerged. The gaming companies are able to track and record every aspect of their gamers during the game. Not just from the ones that they sell on their own but even from their resellers’ gamers. Because all of them are connected to the same software platform, all gaming trends and data are accumulated in the company server and studied by the provider. That is the beauty of SaaS based gaming.
By Walter Bailey
