There is more Service in most SaaS product businesses than they let on.
The general baseline for B2B SaaS companies is that at least 80% of revenues are from software, less than 20% from paid services.
That doesn’t count unpaid services.
People powered-service in onboarding and ongoing customer success almost always does these things:
- gets customers up and running faster
- keeps customers longer (reduced churn)
- increases usage and expands users
- hears customer requirements more clearly
People-powered sales generally improves conversion rates too, if your price point can afford it.