{"id":3135,"date":"2020-08-11T23:51:25","date_gmt":"2020-08-11T23:51:25","guid":{"rendered":"https:\/\/wiki.thomasandsofia.com\/?p=3135"},"modified":"2024-10-29T19:25:12","modified_gmt":"2024-10-29T19:25:12","slug":"ecc-the-customer-success-market","status":"publish","type":"post","link":"https:\/\/wiki.thomasandsofia.com\/?p=3135","title":{"rendered":"ECC &#8211; The Customer Success Market"},"content":{"rendered":"<p><a href=\"\/ecc-the-saas-secret-no-one-wants-to-talk-about\/\">&lt; 2. The SaaS Secret<\/a> | <a href=\"\/essential-customer-success\/\">Home<\/a> | <a href=\"\/ecc-customer-success-foundations\/\">4. Customer Success Foundations &gt;<\/a><\/p>\n<h1>7. Introduction<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20842794#content\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20842794#content<\/a><\/p>\n<p>Introduction to the<\/p>\n<ul>\n<li>Subscription Economy<\/li>\n<li>Growth of the SaaS Market<\/li>\n<li>Changing nature of Customer Loyalty<\/li>\n<\/ul>\n<h1>8. Everything as a Service<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20843326#content\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20843326#content<\/a><\/p>\n<h2>The Subscription Economy refers to Businesses that offer subscriptions vs outright purchases to their customers.<\/h2>\n<ul>\n<li>IaaS &#8211; Infrastructure as a Service\n<ul>\n<li>Compute<\/li>\n<li>Storage<\/li>\n<li>Network<\/li>\n<\/ul>\n<\/li>\n<li>PaaS &#8211; Platform as a Service\n<ul>\n<li>Operating Systems<\/li>\n<li>Databases<\/li>\n<\/ul>\n<\/li>\n<li>SaaS &#8211; Software as a Service<\/li>\n<li>Others\n<ul>\n<li>Music<\/li>\n<li>Movies<\/li>\n<li>Gaming<\/li>\n<\/ul>\n<\/li>\n<li>XaaS &#8211; Everything as a Service<\/li>\n<li>MaaS &#8211; Mobility as a Service\n<ul>\n<li>Uber \/ Lift<\/li>\n<\/ul>\n<\/li>\n<li>Food Delivery\n<ul>\n<li>Fresh (Restaurants)<\/li>\n<li>Pre-packages (Weight Watchers)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>What is this worth?<\/h2>\n<ul>\n<li>The Subscription Economy is work 530 Billion \/ year<\/li>\n<li>SaaS = 230 Billion<\/li>\n<\/ul>\n<h2><span style=\"color: #339966;\">SaaS &#8211; Where Customer Success Originated<\/span><\/h2>\n<p>&nbsp;<\/p>\n<h1>9. Customer Loyalty<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243742#content\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243742#content<\/a><\/p>\n<h2>Traditional Customer Loyalty<\/h2>\n<ul>\n<li>Often thought of a rewarding customers for frequent purchases\n<ul>\n<li>Rewards programs<\/li>\n<li>Airline Miles<\/li>\n<li>Discounts<\/li>\n<li>Theaters<\/li>\n<\/ul>\n<\/li>\n<li>Transactional\n<ul>\n<li>Distant customer relations, if at all<\/li>\n<li>Simple products<\/li>\n<li>Business to Consumer<\/li>\n<li>Static customer relationships<\/li>\n<li>Not really about sustaining<\/li>\n<\/ul>\n<\/li>\n<li>Not for Business to Business\n<ul>\n<li>Does not apply to complex purchases<\/li>\n<li>Significant investments of time and money<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Business to Business<\/h2>\n<ul>\n<li>Discounts not as important as transparency\n<ul>\n<li>Is the client being treated fairly<\/li>\n<\/ul>\n<\/li>\n<li>Education required on how to use the product\/service<\/li>\n<li>Open channels for feedback\n<ul>\n<li>Understand when customer needs change<\/li>\n<li>Understand where the product is not 100% right<\/li>\n<\/ul>\n<\/li>\n<li>Must be Proactive vs. Reactive<\/li>\n<li>Trust\n<ul>\n<li>This is not transactional, but a deeper relationship<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>10. The End of Never Ending Software<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243724#content\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20243724#content<\/a><\/p>\n<h2>A Closer Look at Software as a Service<\/h2>\n<h3>Pre-SaaS<\/h3>\n<ul>\n<li>Licenses were purchased. You pay once and only once.<\/li>\n<li>Maintenance and Support: ~20%<\/li>\n<li>Professional Services: Time, Materials and Education<\/li>\n<li>Payment: Not until it shipped<\/li>\n<li>Hosted: On Premises, at the end user&#8217;s location and on their hardware<\/li>\n<li>New Versions:\n<ul>\n<li>Customer&#8217;s pay for upgraded versions.<\/li>\n<li>Requires a team to plan and implement the upgrades<\/li>\n<\/ul>\n<\/li>\n<li>Relationships: Somewhat long term.\n<ul>\n<li>Mostly due to the scale of getting things off the ground for the client.<\/li>\n<li>Switching to a new product is almost impossible.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>Post-SaaS<\/h3>\n<ul>\n<li>Licenses are subscriptions, often Monthly or Annually<\/li>\n<li>Maintenance and Support: Often included<\/li>\n<li>Professional Services: Time and Materials not uncommon\n<ul>\n<li><strong>On Boarding<\/strong> to some degree often included.<\/li>\n<\/ul>\n<\/li>\n<li>Hosted: SaaS provider&#8217;s cloud. No need for additional hardware\/IT on premises.<\/li>\n<li>New Versions: Installed during a maintenance window &#8211; Provider&#8217;s cost<\/li>\n<li>Relationship: Success Driven. While still difficult to switch, not as hard as Pre-SaaS<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h1>11. The Customer Success Market Wrap-up<\/h1>\n<p><a href=\"https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20869838#content\">https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20869838#content<\/a><\/p>\n<ul>\n<li>This is a growing market<\/li>\n<li>Paying for ongoing services vs paying for products<\/li>\n<li>SaaS will not survive without Customer Loyalty<\/li>\n<li>Customer Loyalty is Essential! Must be someone&#8217;s full time day job.<\/li>\n<li><span style=\"color: #339966;\"><strong>Customer Success is essential to Loyalty.<\/strong><\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; 2. The SaaS Secret | Home | 4. Customer Success Foundations &gt; 7. Introduction https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20842794#content Introduction to the Subscription Economy Growth of the SaaS Market Changing nature of Customer Loyalty 8. Everything as a Service https:\/\/www.udemy.com\/course\/essential-customer-success\/learn\/lecture\/20843326#content The Subscription Economy refers to Businesses that offer subscriptions vs outright purchases to their customers. IaaS &#8211; Infrastructure ..<\/p>\n<div class=\"clear-fix\"><\/div>\n<p><a href=\"https:\/\/wiki.thomasandsofia.com\/?p=3135\" title=\"read more...\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[57],"tags":[],"class_list":["post-3135","post","type-post","status-publish","format-standard","hentry","category-customer-success"],"_links":{"self":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3135","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=3135"}],"version-history":[{"count":6,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3135\/revisions"}],"predecessor-version":[{"id":4033,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=\/wp\/v2\/posts\/3135\/revisions\/4033"}],"wp:attachment":[{"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=3135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=3135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wiki.thomasandsofia.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=3135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}