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Category: Customer Success

Customer Success \ Product Management
6 Customer Success Best Practices to Reduce Churn and Improve Retention [+Case Study]
May 10, 2021

Customer Success is THE sexy new topic in the SaaS & Software industry. We're here to give you a detailed guide to customer success best practices. To be a fast-growing SaaS company, you don’t just need to grow your sales and month-on-month MRR. Another important aspect of growth is your ability to retain and renew your existing customers. Struggling with renewals and retention will increase your burn rate faster than you...

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Customer Success \ Product Experience \ Product Management
The Ultimate Guide to Help Center Software for SaaS
April 16, 2021

Help Center Software is the unsung hero of the customer support world. I’m sure you can think of times in the past where you were using a particular SaaS product, got stuck on one feature, and then spent ages looking for the knowledge base to diagnose the issue. You might have eventually fixed your own issue, or waited long enough for a customer support person to get round to doing it for you, but I bet you were frustrated by the end...

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Customer Success \ Product Experience
9 Best Customer Feedback Tools for your SaaS in 2021
May 21, 2020

Customer feedback tools have come a long way since the days of manually reaching out with a long, boring survey. You can now choose from a wide range of tools, designed to help you collect the customer feedback you need to take your SaaS in the right direction. In the Product-Led era, listening to your customers has never been more important. I'm going to explain exactly why you should be listening to your customers if you aren't...

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Customer Success \ Product Experience
HELP! How to Find the Best Help Center Widget for your SaaS Business
May 7, 2020

A major part of building a successful SaaS product is educating your users, and making sure they know how to get the most value from it. A help center widget is one of the most effective ways of doing that. It enables you to share how-to's, best practices, and troubleshooting tips with your users, from inside your product. That's important for a number of reasons which I'll touch on later. This article is going to show you how to choose the...

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Customer Success
Customer Lifecycle Marketing Guide: How SaaS Companies Can Optimize for Each Stage
January 29, 2020

For SaaS companies, keeping customers onboarded and engaged is the name of the game. On the most basic level, it just makes sense: The longer your customers stay onboard, the more revenue they create for your business and the more you can spend on acquiring new customers. What’s more, your users’ level of engagement will typically increase as they become more acclimated with your services. This leads your long-term “power-users” to provide...

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Customer Success
The Best Customer Success Tools for 2021 and Beyond
December 2, 2019

Customer success has gone from strength to strength in recent years. More and more SaaS companies are starting to realize how important it is, and so they’re investing more time and effort into it. With that in mind, we thought we’d take a look at the best customer success tools. We’re going to take a look at each of them in turn, discuss their pros and cons, and give you all the information you need. Let’s start with a quick overview: What...

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Customer Success \ Growth \ Product
How to Increase Product Adoption For Your SaaS
November 13, 2019

You can spend thousands of $$$ on marketing, hours fine-tuning your sales funnel, and yet, no results? Why? Well, most likely it’s because you need to improve your product adoption. Product adoption is crucial to the success of any SaaS product. I don’t just mean it’s what separates the good from the great, I mean it separates those that survive and those that don’t. This might sound like I’m exaggerating. But, as you’re about to see, if...

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Customer Success
How your User Adoption Strategy Will Improve LTV and Reduce Churn
August 28, 2019

If I asked you to think of the most important aspects of creating a successful SaaS product, you’ll probably think of solving a need, user onboarding techniques, and the all-important product-market fit. Well, I have another one in mind... Creating the perfect user adoption strategy. It may sound obvious but ensuring that your users fully adopt your product is essential to its success. A great user adoption strategy will help you achieve that...

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Customer Success \ Growth \ User Onboarding
Customer Onboarding Tools That Take Your Product To The Next Level
June 19, 2019

Customer onboarding is an integral part of any SaaS business, and so we thought we'd share some of the best customer onboarding tools to help you out. First, let's consider the differences between customer onboarding and user onboarding... Customer Onboarding Vs. User Onboarding When people think of onboarding, they often think of the user onboarding side of things. They think of product walkthroughs, tooltips, checklists. This means they often...

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Customer Success \ Growth \ Product Experience
7 Customer Retention Management Strategies to Stop Churn
February 27, 2019

If you had to focus on one strategy to help your SaaS grow faster, what would you choose? A new marketing campaign focused on customer acquisition or efforts to retain and maintain your relationship with your current customers? A lot of businesses often choose the former. Who doesn’t love new customers, right? Businesses often see marketing as being synonymous with customer acquisition - to boost their bottom line, increase revenue, so on....

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