Angie Judge, CEO of Dexibit, a platform that provides data and analytics for visitor attractions, recently gained widespread attention for her post on LinkedIn about cancelling a SaaS subscription her organisation had had for three years because she was weary of the lack of engagement from the vendor. The post received over 40,000 reactions and 1,400 replies, which prompted us to follow up with her to find out more.
Angie was surprised by the reach of her post, saying that it must have hit a nerve. It highlighted a timely reminder about the importance of the customer experience and how, in the pursuit of 'scale, scale, scale', companies can forget about their customers.
Angie discussed the disagreement and support she received from her post, noting that some believed that because a product is SaaS, it doesn't require any service. She argued that, for products with an average contract value of more than five figures, it makes sense to have a success investment to keep and expand accounts. She also noted that customer success should not be seen as spam, but rather curious, intelligent and valuable from a customer-centric position.
Angie also discussed how her organisation, Dexibit, delivers success for customers. They provide data analytics to help places like museums, zoos, parks, stadiums and theme parks predict and analyse visitor behaviour, and get more visitors through the door. Angie believes that customer success is an imperative for data products, as customers are often trying to achieve strategic change with the product.
Finally, Angie discussed how she replaced the SaaS product she cancelled, noting that they not only found an alternative, but pocketed savings too. She also commented that the product was something to help them be more effective and efficient, but wasn't baked in operationally.
Overall, this post has been a reminder of the importance of customer success in the SaaS sector, and the need for companies to remember that service matters. It also showcases how organisations can benefit from customer feedback, and how customer success can help organisations achieve the strategic outcomes they want.
Originally reported by Martech: https://martech.org/mind-blown-angie-judge-on-the-reaction-to-her-linkedin-post-on-saas-and-customer-success/
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