Rapid changes to technology and consumer behaviour are continually altering the way startups have to operate, Zendesk co-founder and CEO Mikkel Svane says.
Speaking at Zendesk’s Relate Live conference in Sydney, Svane says that more and more startups are adopting a subscription-based business model.
For these businesses, happy customers are critical to their survival, he says.
“You all work one way or the other with customer service,” Svane says.
But what that actually means is changing.
For subscription-focused startups, the value of a customer over their lifetime and ensuring they have a great experience every time they interact with the brand is their bloodline, Svane says, with a customer potentially sticking around for six times longer if they have a satisfying experience.
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Dinushi Dias is a freelance journalist and a former StartupSmart reporter and multimedia content producer. She is the co-founder of Melbourne-based production house Dinushi & Power.
