Mark Douglas

a huge impact that we have with our customers.

And we have about a 97% return on our customer, ARR return customer annually.

Some of my customers have been with me since 12, 15 years.

The first thing you gotta do is you gotta create value with your customers.

You gotta give that customer experience.

But I don't mean just with your software.

I mean with your people.

Every single touchpoint that you have with a customer has to be creating value.

So when the accountant talks to them, when the support person talks to them, they can't just be like, get them done.

They gotta feel valued.

They're not gonna remember what you did for them.

They're gonna remember how you made them feel.

We have a thing at the company we call fanatical support.

We have no rules on the amount of time a support person will take with a customer.

They will talk to them about their kids, and we don't completely encourage that, but literally, there's no rules.

We don't judge them by the amount of time or the number of calls.

We do surveys on them all the time, and we judge them by the happiness factor.

How happy are our customers?

And that has paid huge dividends.

We have a great reputation with all of our users, and they just love our company because they feel...