TMCnet Feature
June 16, 2021

How SaaS Businesses Can Build Everlasting Customer Relationships


There is a lot more to building long-term customer relationships than high-quality products and just good support and service. It is about showing your customers that you value and prioritize them.

The kind of relationship you have with your customer can have a large bearing on how successful your business is in the long-term. In general, customers prefer to have fruitful, long-lasting relationships with businesses that have shown reliability and built valuable trust.

With that said, here are some actionable tips for you to build everlasting customer relationships in your SaaS (News - Alert) business - 

1. Putting Your Customers Needs First

On average, clients that prioritize their customers outperform those that do not by 80%. When it comes to running your business, paying your bills, and changing the lives of your employees, nobody has a bigger impact than the customer themself. Customers like to feel welcome, special, and appreciated. When approaching building customer relationships from this point of view, it is not hard to put your customer first and cherish long-term relationships with them.

There is no doubt that businesses thrive off companies being able to understand customer's needs and work to effectively serve them. Successful businesses can build connections with clients that can grow larger through referrals and word of mouth. When a customer is pleased with the service they receive, they are far more likely to recommend it to a friend.

2. Provide Impeccable Support

96% of customers say that support is important for their loyalty. Invariably, your customers may come across things that they need assistance with or may just have queries that need answering. At these times, your customers will be looking to you to be their pillar of support and guidance.

At these times, having the means to give your customers support that not only nearly answers their questions, but also gives them everything they need to tackle complex problems in the future is the best way to build a strong relationship. In the future, your customers are more likely to come back to you simply because they enjoyed the experience of receiving quality support.

3. Under Promising And Overdelivering Results

83% of companies that prioritize their customer's happiness also experience growth in revenue. Giving your customers the results they need is one of the best ways to build long-term, meaningful relationships. Your customers expect to have their problems solves, queries answered, and needs to be addressed. Besides this, they also like to feel like they receive the value that they deserve.

When it comes to maximizing the potential for building a strong relationship with your customers, you should always try to overdeliver results within as short a period of time as possible. This further reinforces why you have a respectable presence in the market and why customers should work with you.

4. Establishing A Knowledge Base (News - Alert) Software

When knowledge is power, offering your domain expertise on the internet to your customers and employees is one of the most effective ways to build a strong business relationship.

Finding the right knowledge base software for you can be a time-consuming task, with the number of options available today. When it comes to choosing the right one for you, you should definitely look for one that offers the most value for your money in terms of the features it provides.

Knowledge bases are much more than just a repository for data and company files. In fact, they can be an interesting and engaging platform for your customers and employees to access when they need answers or solutions. It also gives you a way to offer your expertise to shed light on a variety of topics. Document360 can do all this and more with ease.

5. Around-The-Clock Service For Overseas Clients

The world is a large place, and being able to service clients in different time zones can be a challenge for many SaaS businesses. You can effectively stand out among your competition by providing your services around the clock. It is a great way to build trust among foreign clients, showing them that you care about their requirements.

Even with budget constraints and preallocated funds, this can be done easily and inexpensively. Integration of live chat, chatbots, and interactive knowledge bases (as we will discuss below) are meaningful ways that you can support your clients even without the presence of actual representatives.

Around 82% of customers expect an immediate response to their queries. Being able to support your customers through automated means is a simple way to receive more queries and provide faster customer support. Today, chatbots are advanced enough to engage with your customers and record their queries in a way that is completely automated and feels natural.

6. Connecting With Customers On Social Media

If you have not already, creating a strong social media presence is a powerful way for you to establish an active relationship with your clients. It is one of the ways that SaaS companies around the globe are connecting with possible business prospects and following up on potential leads.

Creating social media pages for your businesses and being available on multiple channels to receive feedback and respond to queries. Since it can have so many possible benefits for both you and your customers, the social media revolution is definitely something that you do not want to miss out on.

Key Takeaway

Every business dreams of having strong relationships with its customers, and for good reason. Over time, it can be the difference that allows you to create a formidable organization that can retain customers with ease.

With that in mind, it makes sense to pursue strengthening your current relationships with your customers. Return customers and referrals are an essential part of growing your operations and expanding your company's reach. For these reasons, building these connections is one of the single most important things you can do for your bottom line. 

A self-service knowledge base is one of the most effective methods of providing quality content and building trust with your customers. Not only this, but it also exhibits your expertise in your field, which can have many positive effects on your SaaS company's goodwill and market perception.

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