In a SaaS or subscription environment, there’s almost nothing more important than the quality of the customer service (or “customer success,” or “the customer experience”–I have no dog in the fight ...

When a company hands over control of its mission-critical software environment to a SaaS provider, the SaaS customer support organization essentially functions as an extension of the customer’s IT ...

There are so many ways to improve customer engagement and many potential tactics out there. However, narrowing it down to the most effective ways to implement your engagement strategy can be tricky.

It seems so obvious: Businesses that take a proactive approach to customer success by going out of their way to anticipate customers' needs, and to offer help rather than waiting to be asked, are more ...

With the SaaS market approaching the $150 billion mark as of 2021, according to Statista (paywall), it’s not hard to see the appeal for both vendors and customers. One key advantage that SaaS ...

These days, when I have technical question, I reach for Google long before customer service. What if customer service could reach for Google? Salesforce.com just launched a new customer service ...

What’s the difference between a non-technology company building a customer-facing app and a tech company building and supporting a software-as-a-service (SaaS) product? One might suggest differences ...

Software as a Service (SaaS), the best-known branch of cloud computing, is a delivery model in which applications are hosted and managed in a service provider's datacenter, paid for on a subscription ...

Any investments designed to put customers, and customer data, at the heart of the business will only help companies be more competitive in the future. Over the past five years, marketing operations, ...

This article builds on my previous one, emphasizing the importance of aligning SEO with the customer journey, specifically for companies that provide software as a service (SaaS) that market to other ...