Our Customer Needs
It is very important to have a good relationship with our customers, so we always prioritize their needs. With the help of the interviews it was possible to identify needs such as the quality and functionality of the software, constant updates, post sales service and maintenance, demos and free trials and compatibility with other softwares. By using a priority matrix evaluating several factors such as the impact on the customer, relevance when lacking that aspect, and according to the number of times those needs were mentioned on the inverviews, the order of the Customer Needs was the following:
Delivering a software of the best possible quality which works smoothly without any errors.
Providing the customer with demos and free trials of the softwware so that they can see it in action and actually observe if it is what they are looking for.
Post sales service: the customer ranks having a good post sales services as one of the most imortant needs to fullfill.
Constant updating the software: so that the customer can be up to date with current technologies.
Compatibility with other softwares: this was the least mentioned and the one with the lowest score on the matrix so it is something that some customers want but it is not a requirement.
Our focus on Customer Needs.
The following  need will be the one that the company will focus on:
The post sales service was selected because it is vital to have a good relationship with the customer and having them satisfied. In the case of a company such as this one, as the sales are based on suscriptions to obtain the license of the software, more than focusing on sales, it is neccesary to focus on maintaining a good relationship with the customer and offering a good post sales service so that they continue renewing the suscription to the software.
Post sales service:
With the help of the feedback of the customers, it became known that cusomers value a lot post sales service with companies that specialize on software such as this one. This need was also selected because the customers might experience problems when installing the software, with updates, among others, so it is a priority for the company to be ready to help and support the company when they need it.
The company will do the following on the next 6 months in order to fullfill this need:
Create a department on the company that will focus on the post sales service and technical support.
Add a support section to the web page so that the customers can ask questions regarding any malfunctioning or error with the software.
Adding a frequently asks questions section.
Allowing customer review for the support so that customers can express their experience with the support given by the company.
