This profile must not be of an individual

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You may also like Top 5 Differences Between B2B and B2C When managing Saas customer service, determine the profile of that consumer. Saas B2B Customer Profile , even when it is a person who makes the decision or is responsible for hiring. For the creation of this profile, it will be more valuable to obtain information about the company , such as: Company segment; Company size (number of workers or income); Total market size in that segment that requires the solution; Position of the decision maker; Need covered by the tool (reason for which you are hired); Geographic location of the company.

More effective communication channels with the client (through which channel they know you, through which they come into contact). Saas B2C Customer Profile You can create the ideal customer profile in the traditional way, including demographic, psychographic and consumer habits data . These criteria will serve as a guide: Age; Gender; Geographic location (country, city, region, neighborhood); Civil status; Educational level, profession and position; Employment Phone Number List status (employee, self-employed, freelancer, unemployed); Income level; Lifestyle (habits, hobbies, activities you do in your free time, interests and tastes); Reasons for which you buy, form of use and frequency; Purchase process or customer journey (if you consult the Internet before, look at references or evaluations of other customers); Product knowledge level; Communication channels you use.



With these characteristics it will be easier to identify it and thus be able to offer excellent service to Saas customers. Saas Customer Service Challenges Customer service , in general terms, aims to guarantee the customer experience (CX or Customer Experience) during all stages of the sales process to achieve customer satisfaction and loyalty. In the case of Saas customer support it is no different. However, it is important to consider that the Saas client has its own segment challenges : It requires the tool to exceed customer expectations in usability and user experience (UX) . It must be intuitive, easy to use, friendly, lightweight, agile, among other evaluation criteria. In the case of the B2B client, the measurement of the success of the tool gives great relevance to financial variables, such as return on investment.