Software Business in the Middle East

During the past month I’ve read several interesting articles about keeping your customers with you. Below is the summary of the most interesting ones.

1). I liked the idea to have follow up contact with your customer 2-4 weeks after purchase. In our software business it might be even simple e-mail sent to the customer asking if everything works fine and if there are any feedbacks. Software companies used to send subscription e-mails with their product news and upgrade information, but I’ve never received follow up e-mail from the companies we made a purchase from.

#link (sorry, it’s Russian)

2). If your customer requests refund, you might want to compensate somehow his time spent on learning your product. This way you might hope to get a positive (or at least not very bad) feedback about your software if he gets asked by somebody else. One of really unusual approaches is to offer your ex-customer a free license for your other product.

#link (sorry, it’s Russian again)

3). It’s common to send present cards to your customers before Christmas, but have you ever tried sending handwritten card? That would be much more remarkable then endless standard cards.

#link (the next link will be in English)

4). It’s not very obvious whether you would ask your user why she has uninstalled your product. For those who ask this question, you might want to try Uninstall Survey for Inno Setup (finally, it’s in English ). It would be interesting to compare the number of those who uninstall and those who leave a feedback to learn if feedback on uninstall makes sense at all.

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