77 Inspiring Customer Experience Quotes by SaaS Founders
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77 Inspiring Customer Experience Quotes by SaaS Founders

Software as a Service (SaaS) is one of the fastest growing industries today. Businesses are increasingly investing in SaaS solutions – so much so that nearly 73% of businesses will be purely running on SaaS applications by the end of 2020. However, customers stick to only those brands that offer an outstanding experience. Thus, focusing on customer experience has become inevitable for all SaaS founders, in order to acquire new customers and retain the existing ones.

Here we are sharing 77 quotes by founders of the world’s top SaaS brands with the intent of inspiring and motivating other SaaS founders to build world-class products and provide top-notch experiences.

1. Most of all, I discovered that in order to succeed with a product you must truly get to know your customers and build something for them. ~ Marc Benioff, co-founder – Salesforce

2. Customers won’t care about any particular technology unless it solves a particular problem in a superior way. ~ Peter Thiel, co-founder – PayPal

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3. Businesses can’t afford to react to what their customers want; they need to anticipate their needs. ~ Parker Harris, co-founder – Salesforce

4. Make customer relationships a shared responsibility for your entire organization. ~ Mikkel Svane, co-founder Zendesk

5. Businesses talk a lot about customer loyalty. It makes sense: A person you can count on to buy from you again and again is more valuable than one who disappears after the first transaction. ~ Mikkel Svane, co-founder – Zendesk

6. I try to schedule a call with every new Baremetrics customer as well as check in once or twice a year. The feedback you get from exchanging audible words will change your product and how you run your business because you get a level of honesty that gets distilled away with short email exchanges. ~ Josh Pigford, co-founder – Baremetrics

7. Customer support is not an expense to be minimized, but an opportunity to be maximized. ~ Dharmesh Shah, co-founder – HubSpot

8. People do not choose Dropbox because it has this much space or gigabytes. They choose it for the experience. ~ Drew Houston, co-founder – Dropbox

9. Take the customer-first approach, and you’ll build a resilient company with an impact — and a strong future. ~ Nick Francis, co-founder – Help Scout

10. The first 20 years of the web were won by those that built the best infrastructure. Now it’s won by those that build the best experiences. ~ Aaron Levie, co-founder – Box

11. Working hard, that’s the only thing I know better than my competitor. If my competitors say, “I work eight hours a day,” then I can work 10 hours. If you don’t need sleep, I also do not need sleep. ~ Eric Yuan, founder –  Zoom

12. It’s not easy, but we built a product that people love to use. Like they really, really love it. ~ Michael Pryor, co-founder – Trello

13. Every customer interaction is a marketing opportunity. If you go above and beyond on the customer service side, people are much more likely to recommend you. ~ Stewart Butterfield, co-founder – Slack

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14. We focus on two things when hiring. First, find the best people you can in the world. And second, let them do their work. Just get out of their way. ~ Brian Halligan, co-founder – HubSpot

15. If you stay very focused on customers and customer success, people pay attention to that – and in turn, they also want that same type of success. ~ Aneel Bhusri, founder – Workday

16. One of the purposes of life, and selfishly what makes people happy, is building things that are impactful. ~ Dustin Moskovitz, co-founder – Asana

17. The idea that 20% of the features will get you 80% of the value may well be correct, but it also means that on important tasks, you’re giving the customers B-grade experience where it matters most. ~ Des Traynor, co-founder – Intercom

18. Customer success starts even before someone is a customer ~ Steli Efti, co-founder – close.io

19. Building a good business involves finding a set of customers that you can serve, however a ‘great business’ is only realised when you can serve that set of customers in multiple ways. ~ Chris Savage, co-founder – Wistia

20. It’s amazing to consider that no matter what size customer we were pitching, or where in the world we were selling, a singular idea drove all our accomplishments: we never sold features. We sold the model and we sold the customer’s success. ~ Mark Benioff, co-founder – Salesforce

21. If our customers aren’t successful, neither are we. ~ David Nevogt, co-founder – HubStaff

22. My way of doing business is all about creating happiness on your journey. If your employees are just working toward some goal in the distant future, every day between now and then will be a slog, and they won’t care about the seemingly little things that have a big impact on the customer experience. ~ Eric Yuan, founder – Zoom

23. Something that potential investors must understand: we do not chase revenue as the primary driver of our business. Shopify has been about empowering merchants since it was founded, and we have always prioritized long-term value over short-term revenue opportunities. We don’t see this changing. ~ Tobias Lutke, co-founder – Shopify

24. When you’re trying to make an important decision, and you’re sort of divided on the issue, ask yourself: If the customer were here, what would she say? ~ Dharmesh Shah, co-founder – HubSpot

25. The best way to acquire new customers is to make your current customers excited and happy about your products. ~ Mikkel Svane, co-founder – Zendesk

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26. The goal is to have a mature culture in which ownership over the problems and solutions is in everyone’s hands in the company. You need to train, and you need to build a leadership bench, and you need to make sure that you’ve articulated those problems really well and made ownership clear. ~ Jeff Lawson, co-founder – Twilio

27. Today successful companies start with the customer. They recognize that customers spend their time across many channels, and wherever those customers are, that’s where they should be meeting their customers’ needs. And the more information you can learn about the customer, the better you can serve their needs, and the more valuable the relationship becomes. That’s digital transformation: from linear transactional channels to a circular, dynamic relationship with your subscriber. ~ Tien Tzuo, co-founder – Zuora

28. Take every opportunity to spend time with your customer. Whether you are a developer writing the software or the marketer telling the story, you must have a firm grip on the problem you are solving from the point of view of your customer. ~ Ross Mason, co-founder – MuleSoft

29. Learning how to interact with customers is something that anyone starting any business must master ~ Marc Benioff, co-founder – Salesforce

30. From the very beginning, “building a better way” has been a core value. When there’s not a solution in front of you, create one. ~ Ryan Holmes, co-founder – Hootsuite

31. As technology and markets evolve, companies have to innovate, make innovative products and keep going and try to make a positive change in the world in some respect. ~ Sridhar Vembu, co-founder – Zoho

32. As much as we can, we want to prevent people from having to think about how to keep and share their stuff. ~ Arash Ferdowsi, co-founder – Dropbox

33. Stripe makes it easy for anyone, be it an individual or a small business or a large business, to accept credit card payments on the Internet. We want to give control to the user or the business to define what the experience looks like. ~ Patrick Collison, co-founder – Stripe

34. We focus on two things when hiring. First, find the best people you can in the world. And second, let them do their work. Just get out of their way. ~ Matt Mullenweg, founder – WordPress

35. The only constant in the technology industry is change ~ Marc Benioff, co-founder – Salesforce

36. Almost 80% of the traffic we enjoy is word of mouth. Existing users tell other people and in turn they become our users. But it’s not only acquiring the users. It is mainly about retaining them and making them come back to you. That is what is really important. If you really offer a good product, people will come and stay with you. ~ Sridhar Vembu, co-founder – Zoho

37. A perfect implementation of the wrong specification is worthless. By the same principle a beautifully crafted library with no documentation is also damn near worthless. If your software solves the wrong problem or nobody can figure out how to use it, there’s something very bad going on. ~ Tom Preston-Werner, founder – GitHub

38. I think the key is to stay super focused on the user and the customer. ~ Joel Gascoigne, co-founder – Buffer

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39. You’ll learn more in a day talking to customers than a week of brainstorming, a month of watching competitors, or a year of market research. ~ Aaron Levie, co-founder – Box

40. People want what’s best for them, and they can switch on a dime, because there’s always a new disruptor disrupting the last disruptor. So companies should just strive to keep changing and adapting to their customers’ needs. ~ Ben Chestnut, co-founder – MailChimp

41. I think customer service, new customer acquisition, word of mouth and the promoter economy are very tightly integrated. ~ Mikkel Svane, co-founder – Zendesk

42. We need a new generation of executives who understand how to manage and lead through data. And we also need a new generation of employees who are able to help us organize and structure our businesses around that data ~ Marc Benioff, co-founder – Salesforce

43. To be a true customer-centric team or organisation, you have to be willing to put your ego to one side. ~ David Cancel, co-founder – Drift

44. A strong understanding of the outcome customers want, and how they currently get it, is essential for you to succeed in product development. ~ Des Traynor, co-founder – Intercom

45. I strongly believe the business of a business is to improve the world. ~ Marc Benioff, co-founder – Salesforce

46. When you build out customer service operations and your customer services and systems and so on, you often take a starting point in yourselves and your own needs rather than your customers’ needs. I think that’s one of the things we learned before starting Zendesk, in working in this industry, you spend a lot of time on internal processes, internal mechanisms, internal training, internal polling, internal metrics. All these things that are critically important for the business, but don’t matter at all for the customer. That was one of the things that drove us to build Zendesk. We said, ‘Let’s take all the complexity out of getting up and running.’ That will enable you to focus on the customer. ~ Mikkel Svane, co-founder – Zendesk

47. I care about working on interesting problems, and Shopify is this gift that keeps on giving for working on interesting problems with amazing people. That’s really what I’m preoccupied with. ~ Tobias Lutke, co-founder – Shopify

48. My drive has always been about putting a smile on someone’s face because their lives got a little less painful. ~ Fred Luddy, co-founder – ServiceNow

49. In order to remain relevant, you must establish yourself as a thought leader in your industry. ~ Marc Benioff, co-founder – Salesforce

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50. We did survey customers and we asked them, “How much more effective do you think you are with Asana versus without Asana? ~ Justin Rosenstein, co-founder – Asana

51. In many industries, the market size isn’t constrained by limited demand, but by broken user experience. Fix that, and you unlock the market. ~ Aaron Levie, co-founder – Box

52. When we have hired the new employees, they must care about other employees, care about the community, care about the customer, care about the company, care about teammates and also care about themselves. In a way, our own company value is just one word, care. So five things really matter: care about the community, customer, company, teammates, as well as ourselves. ~ Eric Yuan, founder – Zoom

53. Every employee at Workday thinks about how they are going to help customers be successful. It is a simple formula, but a lot of companies go out, and they don’t listen to their customers; they don’t try to solve hard problems, making it tougher for themselves to create a great business. ~ Aneel Bhusri, co-founder – Workday

54. Always treat your employees exactly as you want them to treat your best customers. ~ Neil Patel, co-founder – KISSmetrics

55. When key users told us something wasn’t working, we fixed it – immediately. ~ Stewart Butterfield, co-founder- Slack

56. If you’re genuinely building something that is solving a problem for your customers, the only people you should care about are your customers. ~ Josh Pigford, co-founder – Baremetrics

57. Behind all smart devices and other technology is the need to get closer to the customer ~ Marc Benioff, co-founder – Salesforce

58. Your audience is your lifeblood ~ Tobias Lutke, co-founder – Shopify

59. During the early stages of Zoom, I personally emailed every customer who canceled our service. One customer replied to my note and accused me of sending auto-generated emails “impersonating” the CEO — he said Zoom was a dishonest company! I wrote back that the email was indeed from me, and that it wasn’t generated by one of our marketing tools. He still didn’t believe me, so I wrote back again and offered to meet him on a Zoom call right that minute to prove it was me writing the emails. ~ Eric Yuan, founder – Zoom

60. Companies fail every day. Even big companies, with the most advanced strategies crafted by the most competent individuals, get disrupted out of relevance regularly. The best way to avoid that fate is to build a team that is able to ride the waves of disruption, a team that is able to challenge itself, a team that is able to constantly get out of its comfort zone, and most importantly, a team that never becomes complacent. ~ Nicolas Dessaigne, co-founder – Algolia

61. Always make products that are the best in the world and anything other than this is a recipe for mediocrity. ~ Sridhar Vembu, co-founder – Zoho

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62. We wanted to understand the people we were serving, so, during those first months, I spoke to hundreds of business owners and customer support professionals until I could finish their sentences. This made all the difference to our product and viability as a company. As a team, we immersed ourselves in the experiences of the customer support community; and from our first days leading Help Scout, we aligned product and business decisions with the needs of real people. ~ Nick Francis, co-founder – Help Scout

63. It’s inevitable that tough situations will come up, but it’s how you react that is the challenge. ~ Patrick Collison, co-founder – Stripe

64. I firmly believe that “an incredible business opportunity” is not enough to make you the person for the job, instead the real question is: do you have a burning passion for the product you’re building and the customer you’re serving? ~ Jeff Lawson, co-founder – Twilio

65. Thinking about your purpose is actually pretty crucial to your success as a company and a brand: Not only does it give customers something to believe in, but it will inspire your team to think bigger, and make your product better. ~ Hiten Shah, co-founder – KISSmetrics

66. Those folks who are focused on customer development, they’re growing at 30% higher year-over-year growth rates than those who aren’t. ~ Patrick Campbell, co-founder – ProfitWell

67. Asana has been our attempt to solve the pain of work about work, letting organizations easily achieve their goals, or take on bigger ones. ~ Dustin Moskovitz and Justin Rosenstein, founders – Asana

68. Customer relationships matter more than ever, because your future revenue depends on those relationships lasting well beyond a single transaction. ~ Mikkel Svane, co-founder – Zendesk

69. Customer success means caring about making your customers successful. It starts with you selling to people you think you can make successful instead of selling to everybody. ~ Steli Efti, co-founder – close.io

70. Customers want new functionality, but they don’t want the traditional complexity that has marred products in the past. ~ Marc Benioff, co-founder – Salesforce

71. In most cases, business growth occurs when customers can get the maximum value from a product or service, which is why customer success is a real indicator of business growth. But customer success cannot be maximized without creating a dialogue where feedback is captured and acted upon. ~ David Nevogt, co-founder – HubStaff

72. To me, success means creating a business that empowers customers, employees, and community in equal measure. We want to add positive value to people’s lives, from a personal and professional standpoint. ~ Dan Kurzius, co-founder – MailChimp

73. Everyone at Zapier does a little bit of customer service each week, so I end my week doing my support shift on Friday afternoons. I like to make sure that every single customer has heard from us that week. ~ Wade Foster, co-founder – Zapier

74. Today, marketers are talking about what is actually the goal: To have more engaging, personal and individual relationships with customers and sustain those over time. You have customers that activate more thoroughly, spend more, become better advocates on social media, and that’s what we all want. ~ Phil Fernandez, co-founder – Marketo

75. Companies have woken up to the fact that people want outcomes, not ownership. They want customized experiences, and they want continuous improvement, not planned obsolescence. ~ Tien Tzuo, co-founder – Zuora

76. Learn early, learn often. ~ Drew Houston, co-founder – Dropbox

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77. You need to earn and maintain that customer’s trust every day, every transaction. The only way you can do that is measuring everything. ~ Lew Cirne, founder – New Relic

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