Why aren't there more guarantees in B2B SaaS contracts?
I actually get a chuckle out of this when I think about it.
Begin Scene --
Sales Rep: This product is groundbreaking, innovative, and disruptive.
It has helped X, Y, Z companies see a 200% increase in EVERYTHING!
Buyer: Can you guarantee it will work for me?
Sales Rep: Well see every business is different...
Buyer: But you said it would work for me..
Sales Rep: Oh it will!
Buyer: So can we write in the contract that it will?
Sales Rep: No, no we can't do that...
Buyer: Please? I'm about to invest a lot of money, I'd like some assurance.
Sales Rep: Nope sir ree bob, can't do that for ya. But I CAN sell you our white-glove success...
End Scene --
This can help both sides.
I think it would help keep CS focused on customer results.
If the customer wants a guarantee, then the business can ask for a guarantee of usage/compliance/behavior or the price doubles.
You agree to reasonable guarantees, with a timeline, and work towards it together.
This also helps you better understand what the customer's actual expectations are.
It also makes buying/changing easier because of the risk removal, so close rates should go up.
I don't know.
I think more and more buyers are going to demand it.
We. Shall. See.