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[TLDR … You can watch a webinar I gave covering the same ground as this post at the bottom of the page ] It’s a scary time for SaaS.  With continued pressure from investors to grow in the face of plummeting demand and no real understanding of when or how the economy is likely to […]

Understanding customers at scale has come a long way. Back in the day, companies used simple attributes to carve up their customer base in some way to apply different resources to support and/or expand those customers. Boy was it blunt though! Generally, it never got far beyond segmenting your account list by their spending or […]

For six years I worked at a company that sold advertising to some of the biggest brands in the world. Maintaining good relationships with customers was essential. A happy customer was worth hundreds of thousands of dollars while an unhappy one was gone forever. We used the best software available to land new accounts and […]

New customer onboarding is a pivotal journey that can transform initial interactions into long-term relationships. In the onboarding process every step matters—the way you welcome your users to the platform, educate and navigate them through it, how you react in cases of friction, and how you engage with them along their journey.

Now more than ever, SaaS is all about innovation and user-centricity. Customers rely on SaaS solutions to answer their technological demands, but they also expect impeccable experience and support. This is why both customer success and customer service strategies must be well-designed and efficiently implemented.

Customer onboarding is one of the key points for SaaS businesses, and if executed well, it can ensure growth, sustainability, and long-term customer relationships. By leveraging automated customer onboarding processes, companies can streamline and enhance onboarding experiences and ensure personalized and seamless journeys for new users. The automation can cover various stages, from sign-up to […]

The most effective way to create profitable, long-term customers for any SaaS business is to successfully guide them through an effective onboarding process. Successfully onboarded customers will remain customers for longer, cost less to support, and are more likely to increase their spending over time. 

In today’s fast-paced digital landscape, the first interactions customers have with your company are crucial. This is why any ambitious SaaS business, regardless of its size, invests greatly in creating a well-organized and structured onboarding process. Efficiently guiding new users through the initial stages of exploring your product or service is essential for long-term satisfaction […]

Your customers are not all the same. So why treat them the same?  A customer segment is a group or cohort of customers with similar attributes. At a very basic level, segmenting your customers based on differences in their profiles allows you to be specific about how and when to allocate customer success and customer […]