Bringing CS and SaaS to a Less-SaaS Industry

Brian Hansen

Hello, GGRers! I am having fun leveraging what I'm learning about best CS practices to an industry that doesn't usually experience a high level of dedicated, systematic engagement.

The insurance carrier industry is one that is accepting more exposure to SaaS products with the push of insurtech, but they're not necessarily used to approaches like NPS surveys and QBR meetings.

Does anyone have experience bringing CS techniques to people/decision makers that aren't used to, say, the types of questions being asked and the sharing of ROI data, to keep them renewing and growing? 

It feels like a great opportunity to create a unique customer experience. Thanks for any thoughts!