Why Fast Growing SaaS Companies Should Rethink Their Approach to Software Services
Large B2B software vendors are transforming their customer success organizations to provide more and better professional services. Startups selling enterprise SaaS products should do the same. New research that I conducted with my colleagues at McKinsey & Company describes how enterprise customers increasingly demand not only installation and customization of new software to enable their digital transformations, but also help designing and implementing that software.
To meet this demand, software vendors need to make their professional services offerings a core part of their strategic vision and go-to-market strategy, and realign their internal processes to build the talent and skills necessary for those organizations to thrive. We have previously described the benefits to pre-IPO companies of focusing on customer success. Delivering high quality professional services alongside industry-leading B2B software can be another critical source of differentiation for fast growing companies.
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