SaaS

Are you “training the trainer” or are you just being lazy?

Having a customer who has developed robust internal training for your product is the holy grail of any SaaS company with a highly customizable solution. They’ve created customized versions of training materials tailored to their…

How to uncover “hidden” customer experience issues in a scaled organization

How to get your customers to actually do what you need them to do — without the tears!

I must admit I get a little scared when I hear all of the excitement around “digital touch” customer success strategies. Because if poorly done, these tactics are useless at best and…

The three questions to ask about every new feature release

How to focus your product adoption efforts

As SaaS Customer Success leaders, we all know we need to understand how our customers…

Just get started: How to use a Lean Startup mindset to develop effective customer programs