2013

• Don Peppers typically advises large companies, but his message about Measuring the ROI of a Good Customer Experience will resonate with B2B/SaaS startups, because he warns that “Most companies don’t have analytics systems refined and ambitious enough to estimate the magnitude of an increase in a customer’s lifetime value, so they ignore it altogether.” Have the right metrics in place so you don’t end-up “eating your own customers, a little at a time.” His message applies after you start to maximize revenue potential on a customer basis, but in the meantime, I would go for revenue growth and ignore single customer analytics until you have a large footprint inside their business.

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