Although Dr. Wang, the customer mentioned at the beginning, gave me so many opinions, when I prioritized requirements, I did not use his emotions as a measure; in essence, I still focus on the number of suitable people for the requirements. The standard of judgment is basically the idea of toC - our products are satisfactory to most people.
With the deepening of understanding of SaaS services, I gradually found that the previous way of thinking must be updated; most of the C-end Internet products, the products themselves are free for users to use, which also leads to the influence of C-end users on product functions. It is very small; and the target of SaaS service is mostly paying users, we call it "customer", which is different from C-end users in many aspects.
Customers have purchased our software services for a fee. If there is a problem with providing services, there may be a risk of default. If the function is included in the contract terms, it must be implemented on schedule;
Some of our customers are industry benchmark customers. If the service is not good and lost, the negative impact will far exceed a certain core user of C-end products. Even if the needs of benchmark customers are very personalized, we must find ways to meet them as much as possible;
Most of our customers are pushed through sales sites, and the cost of customer acquisition and implementation is extremely high. Once lost, the possibility of successful recall is very low. Increasing the renewal rate and reducing customer churn are the core propositions of SaaS companies;
Based on the above reasons, when making SaaS products, we must uphold the belief of serving each customer well, and respond quickly country email list and solve problems to the greatest extent possible.
C-end products can often extract a type of user portrait, and the design function can just follow this user portrait; and enterprise service products often require multiple roles to participate.
It often requires the participation of roles such as customer service, consultants, doctors, and nurses. These roles have different personal characteristics and different division of responsibilities, so the functions they focus on are also different. When designing products, these roles should be considered as much as possible. All are included and let them complete collaboration in the software.
For the above reasons, user roles are very important in SaaS user analysis. Similarly, when various roles are included, user stratification is also very necessary.
For example, ordinary employees have the largest number, and the corresponding functions must be complete and stable to ensure that they can complete their work normally; while senior management personnel, although the number is small, the frequency of software use is not high, but they are decision makers and can It directly decides whether to purchase and renew the software; the functional planning for these people should follow a simple and precise, focusing on solving the problem of its management efficiency.