A strong customer service team is essential for success in any industry. They’re responsible for helping your customers make the most of your product, and for addressing any issues or concerns — both of which are essential for achieving high customer satisfaction rates. But as anyone who’s worked in customer service will tell you, it can be a challenging field.

The customer service industry is massive. One report puts its worth at more than $350 billion. And while some claim that it’s a confusing mess, there have been significant strides in recent years to help businesses provide better service than ever before. One such development is ticketing software.

Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Drawing the line of what is and isn’t part of the CRM experience can be difficult.

Every business owner knows that reaching new customers is important. After all, generating sales and subscriptions is essential for driving revenue. But retaining existing customers is just as important (if not even more so!) than acquiring new ones. That’s especially true for SaaS companies, which often earn a significant portion of their revenue through ongoing subscriptions. So what does a SaaS company to do when they realize they’re experiencing high levels of customer churn?