Case Study: Improvement analysis for a software (SaaS) provider
Learn how we improved customer retention for a SaaS company by addressing operational gaps.
Summary
Improved customer retention and satisfaction for global software company by identifying and addressing gaps in the customer journey.
Client Background
Industry: SaaS
Location: Australia
Business Size: Medium, serving highly regulated industries
Challenges and Objectives
Challenges: Lack of clarity in customer journey touchpoints led to inconsistent customer experiences and a high churn risk.
Objectives: Streamline the customer journey to improve client retention and increase ARR.
Services Provided
Conducted a detailed customer journey analysis.
Delivered a comprehensive report identifying gaps and inefficiencies.
Partnered for implementation to ensure alignment with strategic goals.
Results and Impact
Reduced churn risk for top accounts representing 27.19% of ARR.
Improved customer satisfaction scores by 35%.
Lessons Learned
Early identification of gaps in CX leads to significant retention gains.