Aug
29
Customer Success (CS) has become a mission-critical discipline in SaaS and beyond, with 97% of the companies we surveyed this year reporting that they have a Customer Success function. The majority of organizations we surveyed hold CS responsible for Net Revenue Retention (NRR): the most important metric to thriving in...
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Aug
28
The rise of customer education is hard — no, impossible — to ignore. As more companies realize the benefits of customer education and how it can improve the customer experience (CX), even those who've steered clear of customer education in the past will start paying attention. If you fall into the "I'm-not-quite-sold-yet"...
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Aug
22
What is customer education and why's it important for SaaS companies? Customer education is a strategy you can use to improve the customer experience, product engagement, retention, churn, and more through educational resources. Here’s a no-nonsense guide that covers it all. Customer education is should be a priority for any business....
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Aug
22
In the most recent episode of Mehtaphysical Musings, I sat down with Nikki Bishop, Customer Success (CS) Leader, to discuss everything from getting started with Digital Customer Success to being more like raccoons. Let’s dig in. ICYMI, watch the full episode below. As a former engineer, Bishop understands problem-solving and...
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Aug
20
Nothing has a more significant impact on retention and churn more than onboarding. So, how can you make sure you do it the right way? Client onboarding software. As people continue to expect more customer-centric products and services from companies — no matter the industry — it’s becoming more critical...
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Aug
18
What’s a Customer Education LMS? A customer education LMS or customer training LMS is a software application for managing and delivering digital customer education programs. Customer education platforms help companies effectively and efficiently deliver the educational content their customers need to unlock their product or service's full potential. Types of...
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Aug
16
Successful product companies have one thing in common: Happy customers. Happy customers also have something in common: They know how to use the product in play. The necessity of both of these outcomes is why customer education programs are becoming so popular. What do all successful customer education programs have in common? They're built...
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Aug
16
Customer education is a critical part of most SaaS business models. Software products have notoriously steep learning curves, and even when they aren’t terribly complex, they’re usually tougher to figure out than low-tech products. But while setting up a customer education program for your SaaS organization is one thing, it’s...
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Aug
14
A customer education program isn't something you can just launch without much thought. Some thought is required. Here are 10 customer education best practices. Customer education continues to gain steam as companies realize the importance of customer experiences (CX). Gone are the days when a good product or flashy marketing campaign...
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Aug
14
When we started Staircase AI, everyone was skeptical about AI. We would often hear concerns from revenue intelligence and CS leaders saying things such as: “It will raise a lot of false alarms” “It can’t match human thinking” “It’s going to take a lot of time” “It’s not worth the effort”...
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