Retention is one of the main challenges tech companies face. Keeping customers after their initial contract ends can be difficult if decision makers do not clearly see the value in using your product. That’s why SaaS companies need good account managers.
The main job of an account manager is to help the customer grow. Account managers must do all they can to ensure each customer is using the product to its highest capacity and is achieving maximum results.
The most powerful customer retention tool is a business review. Even though business reviews can vary widely among different companies, the primary goal should always be the same: to create and demonstrate value to the customer.