This series is all about how to survive the Post-ZIRP era as a SaaS company, especially as markets commoditize and customer loyalty becomes harder to win, as I covered in part 1. In part 2, we talked about the increasingly important role of retention and expansion revenue. When that's your focus, your first job is to solve your customer's problems. If your product team is regularly engaged with your customers as recommended in my previous article, you'll know those problems to solve inside and out. There's a strong chance many other customers and prospects share the same challenges. Here's a common problem we've seen among many customers and prospects in the commerce industry: An overly complicated catalog management process. For example, the merchandiser can't make simple changes to the way products are bundled, combined or priced on their website. The result is a load of custom development work that doesn't need to happen if the merchandiser could simply self-serve. We learned in...
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