The confluence of development, sales, implementation and support will certainly create confusion and friction. This leads to dissatisfied customers. Founders can shirk from this uncomfortable encounter or they can lean in and develop a firm competitive moat.
Successful B2B SaaS founders and teams use customer dissatisfaction as an opportunity. The GST Labs Customer Escalation Management tool helps founders and teams focus on delivering value rather than addressing the symptoms.
Check out "How to make the best of a frustrated customer" for a story and some ideas of how to approach customers in a new way that leads to a competitive advantage.
B2B SaaS founders and teams can use this tool to:
- Focus attention on the root cause: value
- Invite the customer into the resolution to secure the intended value
- Initiate a change in the culture of the organization to become radically customer-centric
