For many expansion-stage software companies, professional services are an afterthought. Former Oracle VP Chuck Linn explains why that’s a big mistake for businesses that rely on customer references.
It’s no secret that rapidly growing software businesses love — and thrive on — good customer references. After all, those references are organic, pre-qualified, and, maybe most importantly, inexpensive leads that are very often easier to close. What’s not to love?
So why then, asks OpenView Senior Advisor Chuck Linn, do so many of those businesses approach professional services — their key to higher customer success and satisfaction — ad-hoc?
Customers have different needs, interests, and familiarity with offerings, but companies often turn their back on these differences. As customer experience expert Bruce Temkin explains, that is a big mistake.