Does your Customer’s experience with your service get better over time?
Does it get worse?
SaaS software often punishes long term clients in subtle and frustrating ways.
Do your CRM customer screens show a decade of buying history?
How many emails can a contact open before you can’t open the contact?
Do marketing campaigns, contact lists, and tags accumulate over the years?
Do database inserts slow down as you write the 10 millionth row into a log table?
There are countless ways to punish customers for staying with you for years. It’s not a startup problem, it sneaks in as you become a scaleup. The flood of new customers blinds you to the slow leak as your most loyal customers churn.
When your longest customers complain about performance more than your largest, chances are your software is punishing them for being loyal.
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