[{"data":1,"prerenderedAt":229},["ShallowReactive",2],{"blog-category-customer-experience-1":3},{"posts":4,"pagination":163,"availableTags":165,"currentTag":178},[5,47,75,97,120,142],{"id":6,"uuid":7,"title":8,"slug":9,"html":10,"comment_id":11,"feature_image":12,"featured":13,"visibility":14,"created_at":15,"updated_at":16,"published_at":17,"custom_excerpt":18,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":20,"tags":21,"authors":34,"primary_author":40,"primary_tag":41,"url":42,"excerpt":18,"reading_time":43,"access":44,"comments":13,"og_image":19,"og_title":8,"og_description":18,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":45,"meta_description":46,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a7148700019806d6","3fa5cf58-920b-4c21-9f84-92a11567a778","How ChatGPT Can Be Used for User Onboarding","how-chatgpt-can-be-used-for-user-onboarding","\u003Cp>The user experience during the user onboarding phase is crucial. It determines whether the user stays or goes and affects the perception of your brand. Every business knows the importance of user onboarding.\u003C\u002Fp>\u003Cp>One of the easiest and most effective tactics businesses can use to improve user onboarding is\u003Ca href=\"https:\u002F\u002Fchat.openai.com\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer nofollow\"> \u003Cu>ChatGPT\u003C\u002Fu>\u003C\u002Fa>, a \u003Cstrong>generative AI\u003C\u002Fstrong> tool. ChatGPT is already helping businesses with employee onboarding for various job roles, smoothening the employee onboarding flow.\u003C\u002Fp>\u003Cp>When it comes to\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Ftop-5-user-onboarding-examples\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer nofollow\"> \u003Cu>user onboarding\u003C\u002Fu>\u003C\u002Fa>, ChatGPT helps streamline and personalize processes to ensure better user experiences. ChatGPT works with natural language processing (NLP), a subset of artificial intelligence, to understand text input. It then generates meaningful responses depending on user prompts.\u003C\u002Fp>\u003Cp>By executing a costly and time-consuming onboarding\u002Fsetup for them, it enables to assist customers even when we are not seated directly next to them. It's a fairly clever method to help prevent a UX dead-end, where the user is at a loss on what to do!\u003C\u002Fp>\u003Cp>In this blog, we'll explore how ChatGPT is transforming the way companies introduce their products to users, enabling higher adoption rates, improved customer satisfaction, and long-term loyalty.\u003C\u002Fp>\u003Ch2 id=\"prompt-1-welcome-and-introduction\">\u003Cstrong>Prompt 1: Welcome and Introduction\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>As they say, '\u003Cem>The first impression is the last impression.' \u003C\u002Fem>With ChatGPT user onboarding prompts, businesses can warmly welcome new users. They can provide personalized introductions that make users feel valued and imprint a positive impression.\u003C\u002Fp>\u003Cp>Using ChatGPT, businesses can craft engaging and friendly messages. These can set the tone for a positive onboarding experience. This helps establish a strong rapport from the beginning.\u003C\u002Fp>\u003Cp>Instead of using the robotic ‘Welcome to our company’ \u003Cstrong>app messaging\u003C\u002Fstrong> template, you can craft a personalized welcome message. For example: “Hi, Peter. We are thrilled to have you with us. You are going to love our product. We can’t wait for you to experience it!”\u003C\u002Fp>\u003Cp>One example of a tool that can help businesses achieve personalized user onboarding prompts and welcome messages like the one mentioned above is \"Intercom.\"\u003C\u002Fp>\u003Cp>Intercom is a customer messaging platform. It enables businesses to communicate with their users in a personalized and engaging manner. It offers features like user segmentation, real-time messaging, and automated messages. They can be tailored to each user's behavior and preferences.\u003C\u002Fp>\u003Ch2 id=\"prompt-2-understanding-user-needs\">\u003Cstrong>Prompt 2: Understanding User Needs\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Another awesome ChatGPT prompt for onboarding is to understand user needs. Understanding what the user wants is important to ensure the best user onboarding experience.\u003C\u002Fp>\u003Cp>Using ChatGPT, businesses can craft personalized messages to ask users about their requirements and liking.\u003C\u002Fp>\u003Cp>For example, businesses shouldn't ask a generic question such as ‘What do you need help with?’\u003C\u002Fp>\u003Cp>Instead, craft a personalized question such as: “Hi, Peter. What type of product are you looking for? Is there anything that we can do to help you to find the product you’re looking for?\"\u003C\u002Fp>\u003Cp>This is possible due to ChatGPT's advanced natural language model and machine learning capabilities. They empower businesses to gain a deeper understanding of user needs during onboarding.\u003C\u002Fp>\u003Cp>Through personalized questions and real-time responses, ChatGPT fosters interactive chats that mimic human interactions. Its contextual awareness ensures continuity, allowing follow-up inquiries and more relevant discussions.\u003C\u002Fp>\u003Cp>By analyzing user data, ChatGPT delivers data-driven suggestions, enabling businesses to offer personalized product suggestions and tailored solutions.\u003C\u002Fp>\u003Ch2 id=\"prompt-3-explaining-product-or-service-features\">\u003Cstrong>Prompt 3: Explaining Product or Service Features\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>When it comes to user onboarding, there is a need to provide the users with clear and detailed info about the product or services. But this is where most businesses fail.\u003C\u002Fp>\u003Cp>Here, ChatGPT comes to the rescue. With natural language processing, ChatGPT can effectively break down the extensive \u003Cstrong>product tour\u003C\u002Fstrong> into small, easy steps and explain product or service features to users. This helps users understand the product’s features quickly. This results in the user making an informed decision.\u003C\u002Fp>\u003Cp>ChatGPT can play a crucial role in various aspects of product development beyond just user onboarding. This includes:\u003C\u002Fp>\u003Cul>\u003Cli>Market Research: ChatGPT can analyze customer comments and feedback to identify market trends, pain points, and customer preferences.\u003C\u002Fli>\u003Cli>Idea Generation: By feeding the model with relevant information and parameters, it can generate innovative concepts and suggestions that align with demands.\u003C\u002Fli>\u003Cli>Product Design: ChatGPT can assist in product design by offering feedback on prototypes and mockups.\u003C\u002Fli>\u003Cli>A\u002FB Testing: ChatGPT can simulate A\u002FB testing to predict user responses and preferences. This assists businesses in making data-informed decisions about product variations and updates.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"prompt-4-onboarding-tutorials-and-walkthroughs\">\u003Cstrong>Prompt 4: Onboarding Tutorials and Walkthroughs\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>The above ChatGPT prompt is a modified and more personalized version of an onboarding tutorial (Prompt 3). It helps users understand the product or service and how to use it more efficiently.\u003C\u002Fp>\u003Cp>For example, if a user is signing up for a mobile banking app, ChatGPT can \u003Cstrong>guide users\u003C\u002Fstrong> on how to add payees, transfer funds, and manage accounts. The tutorial can be customized to the user's needs based on the user profile. It can be in the form of videos, blog posts, or a series of personal interactions with the customer.\u003C\u002Fp>\u003Ch2 id=\"prompt-5-personalized-customer-support\">\u003Cstrong>Prompt 5: Personalized Customer Support\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Every user is different, and so are their needs. ChatGPT prompts can provide personalized customer support during the user onboarding process. This helps users get the most out of their experience and makes them feel valued. This, in turn, helps develop user loyalty and trust.\u003C\u002Fp>\u003Cp>For example, ChatGPT can be integrated into existing customer support platforms or chat systems used by businesses. This integration enables users to access personalized support options seamlessly.\u003C\u002Fp>\u003Cp>During the onboarding process, ChatGPT can interact with users and present them with various personalized support options such as \"Live Chat,\" \"FAQs,\" \"Support Requests,\" and more.\u003C\u002Fp>\u003Cp>Businesses can customize the support options presented by ChatGPT based on their specific offerings and the needs of their users. This ensures that the available support choices are relevant and valuable.\u003C\u002Fp>\u003Ch2 id=\"prompt-6-product-feature-updates-and-suggestions\">\u003Cstrong>Prompt 6: Product Feature Updates and Suggestions\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Product feature updates and suggestions can help users stay up-to-date with the latest product developments. This helps them get the most out of their experience. ChatGPT can help users discover new features, understand how to use them, and even suggest new ones based on their personal preferences.\u003C\u002Fp>\u003Cp>For example, if a social media platform has launched a new feature, it can use ChatGPT to help users discover it, understand how to use it, and suggest other features that may be of interest. This helps users get the most out of their experience and discover new features they may not have known.\u003C\u002Fp>\u003Ch2 id=\"prompt-7-collecting-feedback-and-assessing-customer-satisfaction\">\u003Cstrong>Prompt 7: Collecting Feedback and Assessing Customer Satisfaction\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Gathering feedback and gauging customer satisfaction is crucial for improving the onboarding process. With ChatGPT prompts, businesses can leverage the power of NLP to collect valuable insights. ChatGPT can be used to ask users about their onboarding experience, their level of satisfaction, and any areas for improvement.\u003C\u002Fp>\u003Cp>For example, businesses can deploy a ChatGPT survey at the end of the onboarding process. They can ask users to rate their experience on a scale (1-10). Or, they can ask users to provide specific feedback.\u003C\u002Fp>\u003Ch2 id=\"prompt-8-personalized-follow-up-and-support\">\u003Cstrong>Prompt 8: Personalized Follow-up and Support\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>After the initial onboarding process, it's essential to continue providing personalized follow-up and support to users. ChatGPT can be crucial in delivering ongoing help and ensuring a smooth transition into regular product usage, increasing the user \u003Cstrong>retention rate\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>For instance, ChatGPT can be seamlessly integrated with a business's existing support ticketing system. When users request assistance, ChatGPT can automatically generate or update support tickets on their behalf. This ensures that all user inquiries are efficiently tracked and addressed.\u003C\u002Fp>\u003Cp>For more complex issues, ChatGPT can intelligently escalate the conversation to live support agents. It can provide a summary of the user's inquiry and context to the agent, facilitating a seamless transition from AI-driven support to human assistance.\u003C\u002Fp>\u003Cp>ChatGPT's ability to understand natural language enables it to respond to user inquiries in a personalized manner. It can adapt its responses based on user history, preferences, and past interactions, making the support experience more relevant and tailored.\u003C\u002Fp>\u003Ch2 id=\"conclusion\">\u003Cstrong>Conclusion\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>ChatGPT can be an important asset to any business looking to provide a great first impression. It can help get users off on the right foot and businesses achieve the \u003Cstrong>goal of user onboarding\u003C\u002Fstrong>. This user onboarding tool is highly customizable and can be used to\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-automate-your-customer-onboarding-in-3-easy-steps\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer nofollow\"> \u003Cu>automate tasks related to user onboarding\u003C\u002Fu>\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>You can also check out Trainn-a customer onboarding automation platform that helps businesses design, implement, and track their customer onboarding process.\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fzing-by-trainn-waitlist\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer nofollow\"> \u003Cu>Trainn\u003C\u002Fu>\u003C\u002Fa> is designed to help you drive user retention and engagement rates.\u003C\u002Fp>\u003Cp>With its intuitive workflow builder, comprehensive analytics dashboard, and integration with many third-party tools like ChatGPT, it's a powerful tool for optimizing your customer onboarding process.\u003C\u002Fp>\u003Cp>Plus, it offers powerful AI features like AI text-to-speech voice overs that let you add an extra layer of personalization to your onboarding process. With these capabilities, Trainn can help you create a smooth and engaging user experience from start to finish. Give it a try today!\u003C\u002Fp>","64d1da01bf10582a0fd7f2b6","https:\u002F\u002Fblogimages.trainn.co\u002F2023\u002F08\u002Fchatgpt-blog.jpg",false,"public","2023-08-08T06:00:33.000+00:00","2023-12-28T08:19:24.000+00:00","2023-08-08T06:02:17.000+00:00","From personalized welcome messages to simple feedback requests, find out how to enhance user experiences with ChatGPT.\n",null,"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-chatgpt-can-be-used-for-user-onboarding\u002F",[22,28],{"id":23,"name":24,"slug":25,"description":26,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":27},"6a348564a714870001980643","Customer Onboarding","customer-onboarding","Customer onboarding is the art of setting the stage for success, seamlessly guiding new users into the realm of your product or service, and ensuring a smooth and delightful initiation. This is the first step to the customer education journey and these blogs will help you make a good first impression.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-onboarding\u002F",{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"6a348564a714870001980647","Customer Experience","customer-experience","Customer experience is the sum of all moments, interactions, and emotions that leaves an indelible impression, shaping the perception and loyalty towards a brand. These blogs will help you create a lasting impression on your customer.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-experience\u002F",[35],{"id":36,"name":37,"slug":38,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":39},"6a348563a714870001980621","Vivekanandhan Natarajan","vivekanandhan","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fvivekanandhan\u002F",{"id":36,"name":37,"slug":38,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":39},{"id":23,"name":24,"slug":25,"description":26,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":27},"https:\u002F\u002Fblog-api.saastube.io\u002Fhow-chatgpt-can-be-used-for-user-onboarding\u002F",6,true,"Enhancing User Onboarding Experiences With ChatGPT","From personalized welcome messages to simple feedback requests, find out how to enhance user experiences with ChatGPT. ",{"id":48,"uuid":49,"title":50,"slug":51,"html":52,"comment_id":53,"feature_image":54,"featured":13,"visibility":14,"created_at":55,"updated_at":56,"published_at":57,"custom_excerpt":58,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":59,"tags":60,"authors":62,"primary_author":70,"primary_tag":71,"url":72,"excerpt":58,"reading_time":73,"access":44,"comments":13,"og_image":19,"og_title":50,"og_description":58,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":74,"meta_description":58,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198069a","62c6846f-ea3f-4541-8a3a-4ce5b4998569","5 Ways to Improve Customer Experience","5-ways-to-improve-customer-experience","\u003Cp>Customer experience is the key to customer satisfaction. However, sometimes a SaaS business may struggle with high customer churn and it could be tough to have happy customers.\u003C\u002Fp>\u003Cp>To solve this, work towards how to improve customer experience.\u003C\u002Fp>\u003Cp>The burning question in every SaaS-preneur's mind is, 'How to make a great customer experience last?'\u003C\u002Fp>\u003Cp>Because providing a positive customer experience can help SaaS companies retain customers and attract new ones. It can also lead to positive word-of-mouth marketing, which can further boost a business's reputation and growth. Moreover it builds customer loyalty.\u003C\u002Fp>\u003Cp>But how to offer a great customer experience?\u003C\u002Fp>\u003Ch2 id=\"5-tips-to-improve-online-customer-experience\">\u003Cstrong>\u003Cstrong>5 Tips to Improve Online Customer Experience\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Here is how to ensure a great customer experience for your SaaS products:\u003C\u002Fp>\u003Ch3 id=\"1-educate-customers-about-the-product\">\u003Cstrong>\u003Cstrong>1. Educate Customers about the Product\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When customers purchase a SaaS product, they need to understand how to use it to get the best results.\u003C\u002Fp>\u003Cp>So, providing customers with effective and comprehensive training can set the tone for a positive experience. This can also improve your online customer retention.\u003C\u002Fp>\u003Cp>You can \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-tips-for-creating-effective-b2b-customer-education-content\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">create easily accessible training materials\u003C\u002Fa>, guidelines, FAQs, and tutorials that users need to succeed with your product. This way, they can become more comfortable with your product.\u003C\u002Fp>\u003Cp>Also, customers who feel confident using your product are more likely to become loyal customers in the long run.\u003C\u002Fp>\u003Cp>Furthermore, keep providing customers with new information regarding product features and updates.\u003C\u002Fp>\u003Cp>Use a variety of media — such as \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-use-videos-in-customer-education-5-ways\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">videos\u003C\u002Fa>, infographics, and written materials — to appeal to different learning styles.\u003C\u002Fp>\u003Cp>Lastly, make sure that the information is accessible and easy to find by organizing it in a logical and intuitive manner.\u003C\u002Fp>\u003Cp>You can use a modern customer training solution like Trainn for this. Trainn can help you create an organized training curriculum that has several engaging content formats, including videos.\u003C\u002Fp>\u003Ch3 id=\"2-create-an-effective-onboarding-program\">\u003Cstrong>\u003Cstrong>2. Create an Effective Onboarding Program\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>If your onboarding program is effective, your users will sail through the customer journey. They are also less likely to stop using your product.\u003C\u002Fp>\u003Cp>So, to ensure a \u003Ca href=\"https:\u002F\u002Fonbord.io\u002F3-ways-to-improve-your-client-onboarding-process\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">positive onboarding process\u003C\u002Fa>, figure out what your customers need to get the most out of your product. In this case, try to understand the purpose behind signing up for your software. Accordingly, you can create starter packs, tips, and educational content to help them realize the product value quicker.\u003C\u002Fp>\u003Cp>Sending a personalized email to check in with new customers is also a good idea. This shows that you care about their experience and can turn them into loyal customers who trust your brand.\u003C\u002Fp>\u003Cp>Talk with your customers regularly by sending newsletters or social media posts with additional resources. This can be automated with email services like Mailchimp or HubSpot.\u003C\u002Fp>\u003Ch3 id=\"3-discover-how-customers-engage-with-your-product\">\u003Cstrong>\u003Cstrong>3. Discover How Customers Engage with Your Product\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>To improve customer experience, you need to understand how they use your product or service.\u003C\u002Fp>\u003Cp>One way to do this is by offering free trials or a freemium model. This lets people try your product for no cost. It would help you understand what people like and don't like about your product, helping you make it better.\u003C\u002Fp>\u003Cp>Several teams work together to improve the online customer experience, including the product, marketing, sales, and \u003Ca href=\"https:\u002F\u002Fwww.parlor.io\u002Fblog\u002Fcustomer-success-strategy\u002F?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">customer success\u003C\u002Fa> teams. They can all use the information about how people use the product to do their jobs better.\u003C\u002Fp>\u003Cp>To get this information, you can use a monitoring tool like Hotjar. This tool helps you know why people do certain things in your product, so you can improve.\u003C\u002Fp>\u003Cp>Hotjar can show you heatmaps, recordings, surveys, and feedback from customers. All of this information can help you make a product that people love.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fapi.portal.peppercontent.in\u002Ffiles\u002F1lPm25PVa4O\" class=\"kg-image\" alt=\"Heatmaps\" loading=\"lazy\">\u003Cfigcaption>Source: Hotjar heat map\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"4-build-a-product-community\">\u003Cstrong>\u003Cstrong>4. Build a Product Community\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Building a community for your SaaS tool is vital. It allows customers to share their feedback and ask questions about your product. This contributes to improve customer experience and, ultimately, your business success.\u003C\u002Fp>\u003Cp>Start by knowing your customers and where they are active. You can create a group on platforms like Facebook or create your own online community using a customer education platform.\u003C\u002Fp>\u003Cp>Lastly, make the group exclusive to increase interest and invite people through email or notifications.\u003C\u002Fp>\u003Ch3 id=\"5-offer-next-level-customer-support\">\u003Cstrong>\u003Cstrong>5. Offer Next Level Customer Support\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customers interact with customer support more than other teams. \u003Ca href=\"https:\u002F\u002Findigitall.com\u002Fen\u002Fblog\u002Frcs-marketing\u002F?ref=blog-api.saastube.io\">RSC marketing\u003C\u002Fa> can help streamline customer communication by using feedback from support to create clear and consistent messages across all channels.\u003C\u002Fp>\u003Cp>Also to improve customer experience, product teams should work with support and success departments to understand customer feedback and prioritize new features or fixes accordingly.\u003C\u002Fp>\u003Cp>Here is how to make the customer experience better with support tools:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>Self-service knowledge base:\u003C\u002Fstrong>\u003C\u002Fstrong> This helps customer support find answers quickly and build their skills.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>Surveys:\u003C\u002Fstrong>\u003C\u002Fstrong> Getting feedback from customers in real-time helps anticipate needs and prevent small issues from becoming big ones.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>Chatbots:\u003C\u002Fstrong>\u003C\u002Fstrong> Offering 24\u002F7 support and immediate assistance.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>Feedback widgets:\u003C\u002Fstrong>\u003C\u002Fstrong> Allows customers to give feedback, which helps identify and address issues.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>Helpdesk:\u003C\u002Fstrong>\u003C\u002Fstrong> Resolving technical difficulties is easier with live chat or an automated helpdesk.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"how-to-measure-digital-customer-experience\">\u003Cstrong>\u003Cstrong>How to Measure Digital Customer Experience\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Peter Drucker, a modern business philosopher, once said,\u003C\u002Fp>\u003Cp>\"If you can't measure it, you can't manage it.\"\u003C\u002Fp>\u003Cp>Measuring CX metrics is critical in order to do it better next time. You can use the following customer experience metrics to measure your efforts:\u003C\u002Fp>\u003Ch3 id=\"net-promoter-score-nps-\">\u003Cstrong>\u003Cstrong>Net Promoter Score (NPS)\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The Net Promoter Score (NPS) is a way to find out how loyal your customers are. For this, customers give a score from -10 to +10 by answering the question, \"Would you recommend our product to a friend or colleague?\"\u003C\u002Fp>\u003Cp>The responses can be categorized into three segments:\u003C\u002Fp>\u003Cul>\u003Cli>Promoters: ratings between 9-10\u003C\u002Fli>\u003Cli>Passives: ratings between 7-8\u003C\u002Fli>\u003Cli>Detractors: ratings between 0-6\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Here is how you calculate the score to measure customer experience: \u003Cem>\u003Cem>NPS = % of Promoters – % of Detractors\u003C\u002Fem>\u003C\u002Fem>\u003C\u002Fp>\u003Ch3 id=\"average-resolution-time\">\u003Cstrong>\u003Cstrong>Average Resolution Time\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The average resolution time is the time it takes for support agents to solve customer complaints.\u003C\u002Fp>\u003Cp>\u003Cem>\u003Cem>Average Resolution Time = Total time spent on resolving customer complaints ÷ Total no. of complaints\u003C\u002Fem>\u003C\u002Fem>\u003C\u002Fp>\u003Cp>Your goal should be to reduce the resolution time.\u003C\u002Fp>\u003Ch3 id=\"customer-lifetime-value-clv-\">\u003Cstrong>\u003Cstrong>Customer Lifetime Value (CLV)\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>CLV is the average revenue you earn from a customer over the course of your business relationship. This is closely tied to customer retention.\u003C\u002Fp>\u003Cp>The CLV score is a helpful tool that predicts how much revenue you can expect from a customer. It helps your SaaS business make smart financial decisions.\u003C\u002Fp>\u003Cp>\u003Cem>\u003Cem>CLV = Average revenue generated per account ÷ present churn rate\u003C\u002Fem>\u003C\u002Fem>\u003C\u002Fp>\u003Ch2 id=\"final-note\">\u003Cstrong>\u003Cstrong>Final Note\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Online customers have various product options. So, it is critical for you to live up to their expectations. By improving their knowledge about your product and addressing their pain points, you can create a quick strategy to improve your \u003Ca href=\"https:\u002F\u002Fwww.amplifyre.com\u002Fcase-studies\u002Fensuring-customer-satisfaction-illy?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">customer satisfaction\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>Lastly, it is a good idea to use a customer training tool to improve customer experience.\u003C\u002Fp>\u003Cp>Trainn is among the best video-led customer training and learning management solutions. With a variety of training course options, it can help you improve product adoption and customer retention.\u003C\u002Fp>","64590f7db0f3140eb72c944e","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F05\u002FUIUX-1-01.png","2023-05-08T15:04:29.000+00:00","2025-08-08T12:46:49.000+00:00","2023-05-08T15:07:52.000+00:00","If you're dealing with low customer satisfaction and high churn rates, improving customer experience can save your business. Here is how you can do it.","https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-ways-to-improve-customer-experience\u002F",[61],{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},[63],{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},"6a348563a714870001980624","Sinduja Krishnakumar","sinduja","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F03\u002FScreen-Shot-2023-03-31-at-7.41.15-PM.png","I am an AI slayer who Batmans her way to humanize content with the help of algorithms and SEO. Currently revamping customer education with Trainn.","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsinduja\u002F",{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"https:\u002F\u002Fblog-api.saastube.io\u002F5-ways-to-improve-customer-experience\u002F",5,"5 Ways to Improve Customer Experience for SaaS",{"id":76,"uuid":77,"title":78,"slug":79,"html":80,"comment_id":81,"feature_image":82,"featured":13,"visibility":14,"created_at":83,"updated_at":84,"published_at":85,"custom_excerpt":86,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":87,"tags":88,"authors":90,"primary_author":92,"primary_tag":93,"url":94,"excerpt":86,"reading_time":95,"access":44,"comments":13,"og_image":19,"og_title":78,"og_description":86,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":96,"meta_description":86,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198068b","6fb4737f-a0ed-44b0-a7ef-258214ef852f","5 Ways to Combine Customer Support and Customer Success","5-ways-to-combine-customer-support-and-customer-success","\u003Cp>In B2B SaaS, \u003Ca href=\"https:\u002F\u002Fomoto.io\u002Facademy\u002Fcustomer-success-and-customer-support\u002F?ref=blog-api.saastube.io\">customer success and customer support\u003C\u002Fa> are essential for the growth and success of a business. While both functions aim to address customer needs, they differ in their approach. \"\u003Cstrong>Customer success\u003C\u002Fstrong>\" focuses on keeping customers satisfied throughout their journey with a business. \"\u003Cstrong>Customer support\u003C\u002Fstrong>\" handles responding to customer inquiries and resolving any problems they may have in a timely and efficient manner.\u003C\u002Fp>\u003Cp>Combining customer support and customer success teams can bring significant benefits to B2B SaaS businesses. If both teams have the same goals, businesses can give customers a good experience when they use their products or services. This collaborative approach can lead to increased \u003Cstrong>customer retention\u003C\u002Fstrong>, loyalty, and \u003Cstrong>long-term\u003C\u002Fstrong> revenue growth.\u003C\u002Fp>\u003Cp>To effectively combine \u003Cstrong>customer support and customer success\u003C\u002Fstrong>, businesses need to follow strategies that improve customer success. One such \u003Cstrong>customer success strategy\u003C\u002Fstrong> is to encourage collaboration between the \u003Cstrong>customer support and customer success teams\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>Another is to use customer support metrics to measure and improve customer success. Additionally, support teams can be trained on customer success. A \u003Cstrong>customer success manager\u003C\u002Fstrong> can be assigned to lead the efforts. Finally, practical customer success tools can be implemented to ensure customer success is proactive.\u003C\u002Fp>\u003Cp>If a company uses these plans, it can ensure that its customers have a good experience. This is crucial for the company's success in the long run. When customer support and customer success teams work together to achieve the same objective, they can improve \u003Cstrong>customer satisfaction.\u003C\u002Fstrong> This can help keep more customers returning and increase revenue over time.\u003C\u002Fp>\u003Ch2 id=\"5-effective-strategies-to-combine-customer-support-and-customer-success-in-b2b-saas\">5 Effective Strategies to Combine Customer Support and Customer Success in B2B SaaS\u003C\u002Fh2>\u003Cp>Here are five ways to combine customer support and education that can help you achieve this goal:\u003C\u002Fp>\u003Ch3 id=\"1-create-a-knowledge-base-\">1. Create a knowledge base:\u003C\u002Fh3>\u003Cp>Creating a knowledge base is crucial for merging customer support and success in B2B SaaS. A knowledge base is a place where customers can find answers to their questions or resolve issues on their own. It can include frequently asked questions, troubleshooting guides, product documentation, and more.\u003C\u002Fp>\u003Cp>Knowing a lot about the products or services can help the customer support team to be more efficient and cheap. This can lead to savings in time and money. This information can also make customers happy and more likely to stay loyal because they can quickly find what they need.\u003C\u002Fp>\u003Ch3 id=\"2-provide-in-app-guidance-video-tutorials-\">2. Provide in-app guidance & video tutorials:\u003C\u002Fh3>\u003Cp>In B2B SaaS, video tutorials are an effective way to provide in-app guidance to customers. The tutorials can assist customers in learning how to use the product or service at their convenience. This, in turn, reduces the chances of them seeking help from customer support.\u003C\u002Fp>\u003Cp>By providing contextual guidance, these videos can enhance the \u003Cstrong>customer experience.\u003C\u002Fstrong> Customers can learn how to use the product or service and achieve their goals more easily by watching video tutorials. This can help in providing good customer service and retaining customers.\u003C\u002Fp>\u003Ch3 id=\"3-use-customer-data-\">3. Use Customer Data:\u003C\u002Fh3>\u003Cp>Data is crucial for both customer support and customer success. By leveraging customer data, both teams can gain insights into customer behavior, preferences, and pain points. This information can then be used to improve coordination between customer support and success. Thus, new strategies can be created to provide a more personalized experience for the customer.\u003C\u002Fp>\u003Ch3 id=\"4-joint-customer-engagement-\">4. Joint Customer Engagement:\u003C\u002Fh3>\u003Cp>Instead of working in silos, customer success and customer support teams can collaborate on customer engagement initiatives. For example, they can work together on onboarding calls, check-ins, and quarterly business reviews. This will help ensure that customers receive a consistent experience and that both teams are aware of any issues or concerns that may arise.\u003C\u002Fp>\u003Ch3 id=\"5-build-a-community-forum\">5. Build a community forum\u003C\u002Fh3>\u003Cp>A  \u003Cu>community forum\u003C\u002Fu> offers a centralized platform for both teams to interact with customers and exchange knowledge and insights. Through the forum, they can collaborate on solutions, share information, and address customer issues more efficiently. This can improve the collaborative efficiency of the two teams and lead to a better experience for customers.\u003C\u002Fp>\u003Cp>Encouraging participation through rewards or prizes can also increase engagement. Customer feedback and insights gained from the community can lead to better product development.\u003C\u002Fp>\u003Cp>Combining \u003Ca href=\"https:\u002F\u002Fomoto.io\u002Facademy\u002Fcustomer-success-and-customer-support\u002F?ref=blog-api.saastube.io\">customer support and customer success\u003C\u002Fa> can lead to business success in B2B software services. Businesses can do five important things to make sure their customers are happy and achieve what they want.\u003C\u002Fp>\u003Cp>The first step is to merge support and success teams to encourage communication and teamwork.  By doing so, a seamless customer journey can be established. The second step is to customize support and success plans to meet each customer's unique needs. This can ensure that solutions are tailored to their unique requirements.\u003C\u002Fp>\u003Cp>A customer service team that provides great customer support can help businesses reduce churn and increase the number of repeat customers. Customer retention strategies are very important to ensure that more resources can be directed toward customer acquisition.\u003C\u002Fp>\u003Cp>When customers feel that they are getting the most out of their subscription or service, they are less likely to cancel. This is why a proactive approach to customer success and support is vital in keeping customers engaged and satisfied.\u003C\u002Fp>\u003Cp>Thirdly, companies can use data analytics to track and study customer interactions. This helps them identify areas that need improvement. Businesses can create a customer journey that meets the unique needs of their customers, fosters loyalty, and drives growth. This can be achieved by combining the power of social media and the expertise of customer service representatives.\u003C\u002Fp>\u003Cp>The fourth thing you should do is ask customers what they think. This will help you identify any issues and opportunities to improve customer service.\u003C\u002Fp>\u003Cp>Lastly, companies can help customers feel more capable by offering self-service options. This approach can also free up the support and success teams to handle more complex matters and improve response time.\u003C\u002Fp>\u003Cp>Combining customer support and success is crucial for creating lasting relationships with customers. By sorting the needs and goals of their customers, businesses can drive growth, enhance retention, and establish themselves as industry leaders.\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cem>\u003Cu>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa>\u003C\u002Fu>\u003C\u002Fem>\u003C\u002Fstrong> is a leading customer education platform for SaaS businesses to accelerate product adoption, onboarding, and customer retention. It helps businesses reach and train their customers on a large scale.\u003C\u002Fp>","643e5005b0f3140eb72c92fd","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F04\u002FCustomer-Support-Illustration.svg","2023-04-18T08:08:37.000+00:00","2023-09-13T11:21:06.000+00:00","2023-04-18T08:14:20.000+00:00","Learn how to combine customer support and education for B2B SaaS success. Boost customer satisfaction and retention with these 5 practical tips.","https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-ways-to-combine-customer-support-and-customer-success\u002F",[89],{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},[91],{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"https:\u002F\u002Fblog-api.saastube.io\u002F5-ways-to-combine-customer-support-and-customer-success\u002F",4,"5 Ways to Combine Customer Support and Customer Success in B2B SaaS",{"id":98,"uuid":99,"title":100,"slug":101,"html":102,"comment_id":103,"feature_image":104,"featured":13,"visibility":14,"created_at":105,"updated_at":106,"published_at":107,"custom_excerpt":108,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":109,"tags":110,"authors":112,"primary_author":114,"primary_tag":115,"url":116,"excerpt":108,"reading_time":117,"access":44,"comments":13,"og_image":19,"og_title":100,"og_description":108,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":118,"meta_description":119,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198067a","08ed62d7-f960-4cbb-b836-6636617a18cd","Improving your customer value with customer experience: Tips from Colin Crowley (PART 3)","5-tips-to-improve-customer-value-with-customer-experience-tips-from-colin-crowley-freshworks","\u003Cp>It was the year 2013. Among the exciting cheer at the Atlantic Zoo, twin panda sisters Mei Lun and Mei Huan saw the world for the first time and went on to become more famous than the Olsen twins. 3187 km to the east of the zoo, an exciting cheer at a different setting launched the Google Smart glasses with Augmented Reality technology (AR) for the first time.\u003C\u002Fp>\u003Cp>It was a time like no other. Promise filled the air. There was a hop in everyone’s step, and the atmosphere was buzzing with excitement.\u003C\u002Fp>\u003Cp>That’s why no one even slightly suspected in 2013 that two years down the line, the twin pandas would leave Atlanta zoo and have a culture shock in China or that Google would withdraw their smart glasses due to poor product-market fit.\u003C\u002Fp>\u003Cp>These missteps can be a massive burden for the brand and the technology. A similar fate can also be tracked in software history as well.\u003C\u002Fp>\u003Cp>People on the software side of things get excited about something big and fancy and are very proud to build the next flashy product they assume will solve the next big humanitarian crisis. They see a couple of Steve Jobs’ speeches and unveil the curtains on the product. The customer gasps and coos, which is also encouraging. \u003C\u002Fp>\u003Cp>But here is when the problem comes knocking. As the potential customer understands the product and tries to find its place in the ecosystem, their mind rings with multiple alarms,\u003C\u002Fp>\u003Cp>“This is really impressive, but my goodness, this is going to cost me a bundle to set this up!” \u003C\u002Fp>\u003Cp>“How much administrative costs will I have to incur to set up this technology?” \u003C\u002Fp>\u003Cp>“This seems fancy, so I might have to use my engineers to make API connections here, there, and everywhere, which is going to be a whole internal battle.”\u003C\u002Fp>\u003Cp>“Oh, my goodness, I'm going to have to hire a person just to manage this technology.”\u003C\u002Fp>\u003Cp>Technology comes at a tremendous cost both financially and organizationally and maybe even personally for the customer when they put their neck out on the line, making by certain investments and promising to deliver value to their organization. This causes fission between the value that the organization offers and the value the customer expects.\u003C\u002Fp>\u003Cp>In the third part of the series, we try to understand the entirety of customer value and dig into the trenches with Colin Crowley, customer experience innovator and CX advisor at Freshworks, to know how customer experience can be used as a segue to make customer value better.\u003C\u002Fp>\u003Ch2 id=\"customer-value-vs-the-customer-s-value\">Customer value vs. the customer’s value\u003C\u002Fh2>\u003Cp>There is slight nuance when we dig into customer value and customer’s value. Colin explains this by saying,\u003C\u002Fp>\u003Cblockquote>“When you frame it as the \u003Cem>customer's\u003C\u002Fem> value, it makes it more personal to the customer as opposed to the other phrase, as something you can impose from your vantage point like some monolithic concept. Make sure that you understand the customer's voice because sometimes there can be a disconnect between what you think the customer should value and what they really value.”\u003C\u002Fblockquote>\u003Ch2 id=\"how-to-understand-customer-value-intimately\">How to understand customer value intimately\u003C\u002Fh2>\u003Cp>A \u003Ca href=\"https:\u002F\u002Fwww2.deloitte.com\u002Fcontent\u002Fdam\u002FDeloitte\u002Fus\u002FDocuments\u002Fprocess-and-operations\u002Fus-cons-the-true-value-of-customer-experiences.pdf?ref=blog-api.saastube.io\">2018 paper by Deloitte\u003C\u002Fa> cracks the case of customer value through customer experience. They state that experiences create value in the moments that matter most for businesses and customers. They coin the term CXV to denote customer experience value that helps companies recognize customer value in their different interactions.\u003C\u002Fp>\u003Cp>If customer value lies in each customer experience at every customer touchpoint, how does one optimize for customer value?\u003C\u002Fp>\u003Ch2 id=\"5-steps-to-improve-your-customer-value\">5 steps to improve your customer value\u003C\u002Fh2>\u003Ch3 id=\"1-make-the-value-easy-to-understand\">1. Make the value easy to understand\u003C\u002Fh3>\u003Cp>At this point, you’d already know that the big flashy thing doesn’t interest or increase the customer value in any way. Colin pulls an example from his time at the Refresh Conference in 2021.\u003C\u002Fp>\u003Cp>Freshworks has a yearly hackathon where about hundreds of employees at Freshworks get together and innovate on crucial customer challenges. The result is a number of custom apps that address pressing, but “smaller”, problems that cause customers pain.\u003C\u002Fp>\u003Cp>Colin recalls the moment when the winning apps were presented, and one could viscerally hear the positive reactions from the audience. What stood out was that these apps were addressing smaller operational challenges that customers customers expoerienced in their everyday lives, not grand strategic needs - and yet the reaction from the audience was so enthusiastic.\u003C\u002Fp>\u003Cp>He says, \u003C\u002Fp>\u003Cblockquote>“it makes sense because these are all operational leaders, and sometimes, while the big, flashy innovations may seem important, it's hard for people to understand the value of things that are big and flashy, because understanding that value is more complex - or if were talking about something like AI, yu math not know where to begin.”\u003C\u002Fblockquote>\u003Cp>But something which is small, or “seems to be small” from a product or company perspective, can mean a lot to a customer because they can very viscerally understand the value that they're going to get out of it. They jknow how much time X changer will save their agents every day, which can then easily be monetized. These seemingly small innovations can provide more immediate, understandable value than more grandiose innovations. As a result, companies should make sure not to neglect the “small stuff.”\u003C\u002Fp>\u003Ch3 id=\"2-work-from-your-minimum-threshold-for-the-value\">2. Work from your minimum threshold for the value\u003C\u002Fh3>\u003Cp>Solving everyday pressing problems always wins, but that is not to say that innovations don’t work. Customer love innovation, and they love to see new ideas in the form of features and products.\u003C\u002Fp>\u003Cp>But Colin says its essential to make sure one has a minimum standard of value.\u003C\u002Fp>\u003Cblockquote>“You need to understand the minimum your customers expect because that's the threshold you need to meet before you start to beta test anything. It’s essential to be clear in defining your standards based again on that customer feedback. You have to look at what customers expect when it comes to minimum value and make sure, even for your beta testing and anything that you're delivering, that you're keeping that in mind when you're launching new products or features.”\u003C\u002Fblockquote>\u003Cp>This solves for taking in customer feedback and also developing a product within the limits of the organization. This also helps set the benchmark for beta testing new features.\u003C\u002Fp>\u003Ch3 id=\"3-understand-your-product-landscape-through-your-customer-s-eyes\">3. Understand your product landscape through your customer’s eyes\u003C\u002Fh3>\u003Cp>The million dollar question has always been, “What does my customer want?”\u003C\u002Fp>\u003Cp>Humans have wanted everything from flying cars to lighters with dragons. The complex question pushes one into multiple webs of chaos even with sufficient data. But an easier way to approach the dragon in the den is to understand that customer expectations exist in an ecosystem.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“Customers are heavily influenced by what they've seen with these other products here, there, and everywhere. So it's really important to do competitive research on all aspects of at least your key competitors.”\u003C\u002Fblockquote>\u003Cp>But this doesn’t refrain from having a couple of names listed on an excel or power point deep dive into who the competition is. It is delving deeper into aspects of their service experience for their audience. It’s about a customer’s wait time, on how fast they are getting an answer to their questions, and how their experience is with your competitor’s UI.\u003C\u002Fp>\u003Cblockquote>“I think it's really important to understand what are those experiences customers are getting when they're going to Company A and Company B. Because that's going to inform what they're going to expect from you at Company C, and also provides guidance on that minimum threshold of value or quality, so to speak, because that's the thing that you want to be able to exceed if you want to be competitive.”\u003C\u002Fblockquote>\u003Ch3 id=\"4-understand-the-actual-end-user\">4. Understand the actual end-user\u003C\u002Fh3>\u003Cp>When looking into customer value, often times the customers who are taken into the set are the decision makers and not the actual people who use\u002Fexperience the product. The truth is, the Director of Marketing might be the last person to know that the content writers at the first line of defence are not happy with the GPT3 tool functioning along with them.\u003C\u002Fp>\u003Cp>The fact is that there isn’t so much a customer experience, as customer \u003Cem>experiences,\u003C\u002Fem> with different types of people at a company having different experiences of your product based on how they interact with it. Above all, hands on experience is a really important thing, especially the experience of frontline users, which is oiften neglected.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“You want to make sure that when you're talking about product experience, you want to talk to the person who is directly using the product because the director has a different experience from the manager, who has a different experience from the agent. You need to understand all those experiences and add value across all those experiences because those different experiences matter and contribute to whether a company ultimately decides to stick with you because you have a great product.”\u003C\u002Fblockquote>\u003Cp>Product experience at different levels, and one can take it a step forward by broadening it to service experiences too. The primary check will be to understand if you are good stewards of the experiences across all these different layers of employees.\u003C\u002Fp>\u003Ch3 id=\"5-break-the-barriers-with-your-customers\">5. Break the barriers with your customers\u003C\u002Fh3>\u003Cp>One of the critical challenges with many companies is that it takes work to go for the product trial. While some complex tools give the customers to use a Sandbox, others might directly expect the customer to get on a call.\u003C\u002Fp>\u003Cp>At this point, the customers rely solely on theory and customer references. To tackle this, Colin says, \u003C\u002Fp>\u003Cblockquote>“Find ways that you can give customers direct experiences with your product. Giving people free rein to understand value by experiencing a product directly on their own terms is really attractive for people, especially as it fits in with the theme of customer empowerment. Most customers like to be independent wherever possible.”\u003C\u002Fblockquote>\u003Cp>Building value for the customer doesn’t end with launching a product that solves their problems. While it seems like an obvious fix, the customer needs to understand and utilize the product's value to benefit from it. It is about threading the line between understanding customer needs and expectations, understanding data, acknowledging product capabilities, accommodating budget constraints, and finding the right features to help the customer feel valued.\u003C\u002Fp>\u003Cp>We thank Colin Crowley for helping us decode customer value and deep dive into the nuances of how everyone can understand customer value and how it can be used to make the world a better place.\u003C\u002Fp>\u003Cblockquote>You can check out the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F?ref=blog-api.saastube.io\">first part here\u003C\u002Fa> and the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Funderstanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks\u002F?ref=blog-api.saastube.io\">second part here\u003C\u002Fa>.\u003C\u002Fblockquote>","63cf8b5c71a28704ea459873","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FUntitled-3.jpg","2023-01-24T07:40:12.000+00:00","2023-09-14T07:57:00.000+00:00","2023-01-24T07:55:45.000+00:00","Customer experience and feedback are essential, but can we rely on them entirely to build the product? How do we develop new features while also being mindful of customer perceptions and experiences?","https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-tips-to-improve-customer-value-with-customer-experience-tips-from-colin-crowley-freshworks\u002F",[111],{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},[113],{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"https:\u002F\u002Fblog-api.saastube.io\u002F5-tips-to-improve-customer-value-with-customer-experience-tips-from-colin-crowley-freshworks\u002F",7,"5 Steps to Improve Customer Value with Colin Crowley from Freshworks","How does a SaaS company develop new features while also being mindful of customer perceptions, customer feedback, and experiences?",{"id":121,"uuid":122,"title":123,"slug":124,"html":125,"comment_id":126,"feature_image":127,"featured":13,"visibility":14,"created_at":128,"updated_at":129,"published_at":130,"custom_excerpt":131,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":132,"tags":133,"authors":135,"primary_author":137,"primary_tag":138,"url":139,"excerpt":131,"reading_time":43,"access":44,"comments":13,"og_image":19,"og_title":123,"og_description":131,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":140,"meta_description":141,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980679","3ae18784-6b24-43a6-90e4-208b344b79c9","Understanding customer value at companies where everything is fast-moving with Colin Crowley (PART 2)","understanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks","\u003Cp>The evolution of mousetraps has been an epitome of innovation and a source of tourism in the form of mousetrap museums. We have been fawning about this in the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F?ref=blog-api.saastube.io\">first part of our blog\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>However, one other thing happened around the same time the rodent distress rose to its peak. As herds of people took stakes and torches to the incessant scuttle between the walls, a sneaky wild cat killing a rodent made humans go crazy.\u003C\u002Fp>\u003Cp>The \u003Ca href=\"https:\u002F\u002Fwww.topofthelyne.co\u002Fp\u002Fthe-expansion-manifesto-part-13??ref=blog-api.saastube.io\">wild cat, now domesticated\u003C\u002Fa>, landed on all fours into human life, integrating itself as a good SaaS product should. There is much to be learned about integration and expansion from cats. \u003C\u002Fp>\u003Cp>Cats had their first step in the door by solving pressing problems, just like a good SaaS product. By 2022, there were 600 million pet cats around the world. It is mindblowing to think that this catscape formed with one cat mellowing its feral cry to a husky purr. The same growth can be mimicked with a SaaS product by cross-selling and upgrading its way into the broader ecosystem of the organization.\u003C\u002Fp>\u003Cp>While this sounds like the apparent road map for a SaaS product, the path is neither clear nor direct. We spoke with\u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fcolin-crowley-40092430\u002F?ref=blog-api.saastube.io\"> Colin Crowley, a customer experience innovator and CX advisor at Freshworks,\u003C\u002Fa> to understand how customer value affects the product. \u003C\u002Fp>\u003Cp>In the first part of the series, we covered why understanding customer value is important to be successful for your business, but that led us to more questions. If customer value is vital for product adoption, as we explored in our first part, what happens to customer value at different stages of growth when the said growth threatens to bring about a change?\u003C\u002Fp>\u003Cp>In general, growth has a stronger grasp on customer value at two stages. This blog will focus on why we should care more about customer value in early-stage companies or scaling companies keen on automation. \u003C\u002Fp>\u003Cp>Luckily for us, Colin spends most of his time helping startups and companies that focus on product-led growth. Here are a few tips he gives to companies growing or wanting to automate things from the beginning.\u003C\u002Fp>\u003Ch2 id=\"4-ways-to-win-at-customer-value-during-rapid-growth-in-companies\">\u003Cstrong>\u003Cstrong>4 ways to win at customer value during rapid growth in companies\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fh2>\u003Ch3 id=\"1-collecting-feedback-from-customers-from-day-1\">1. Collecting feedback from customers from day 1\u003C\u002Fh3>\u003Cp>There is a boon and a bane about being at step 1.\u003Cbr>Tim Urban from Wait but Why shows the interplay between unknown possibilities through his life path diagram. At every fork of a branch lies a unique path that leads through a different set of experiences. The same applies to a product at step 1. Until it finds the sweet spot in the market, it keeps shifting gears to find its ever-evolving audience.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“If you're in the startup space, it’s key that you work to understand your customers as soon as possible so that you make smarter business decisions and set a firmer foundation for your business.”\u003C\u002Fblockquote>\u003Cp>This understanding shifts the onus on businesses to have a strategy set in place to gather customer data from day 1.\u003C\u002Fp>\u003Cblockquote>“You can track how they (your customers) interact with your website or use AI-powered technology to tag their incoming contacts automatically. Or maybe you use similar technology to perform text or sentiment analysis, or maybe you have a concerted strategy of getting feedback through surveys, focus groups, or some sort of voice of the customer initiatives.”\u003C\u002Fblockquote>\u003Cp>It is vital to be proactive about collecting customer data upfront because a startup is at a crucial stage where it needs to understand its customers, and it's easier to do that with a proactive approach.\u003C\u002Fp>\u003Ch3 id=\"2-empower-customers-to-choose-their-journey\">2. Empower customers to choose their journey\u003C\u002Fh3>\u003Cp>You’d have noticed the \u003Ca href=\"https:\u002F\u002Fwww.smithsonianmag.com\u002Finnovation\u002Fsurprisingly-long-history-of-choose-your-own-adventure-stories-180980014\u002F?ref=blog-api.saastube.io\">uptick of ‘Choose your own adventure’ \u003C\u002Fa>as a genre in recent years. It democratizes storytelling by giving every viewer and interactor an opportunity to narrate their experience.\u003C\u002Fp>\u003Cp>Picking a thread from the genre, why not empower your customers to interact with your products as widely as possible early on and notice how customers naturally navigate?\u003C\u002Fp>\u003Cp>You can experiment with how you introduce your product to the customer. The process can vary from being very handheld and gated, where you walk the customer through your product on an intricate level, versus letting people sign up for a free trial and to navigate and let the product value naturally expose itself to them. Here the human is only an additional resource.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“A key theme in customer experience these days is customer empowerment, which basically means wherever you can maximize the options your customers have because your customers know what they need and they know how best they want to navigate your product or your service.”\u003C\u002Fblockquote>\u003Cp>When you let customers choose their narrative, you’d easily be able to spot them distilling into two funnels. Some customers are more likely to jump into the product, go with the free trial, and start building out systems. There also exists a particular subset of customers who have different organizational needs or different organizational acumen and want a more handheld experience.\u003C\u002Fp>\u003Cblockquote>“There's also the added benefit that, if you give power to customers to navigate things on their own terms, there are things that you will learn about your product or your service through how customers choose to navigate. If, however, you create a rigid structure that forces customers down certain behavioral patterns, you don’t learn as much from how they behave because their steps are predetermined. Let customers roam free first, learn how they use that freedom, and create structures from there, rather than impose them at the beginning.”\u003C\u002Fblockquote>\u003Ch3 id=\"3-remember-to-dream-big-\">3. Remember to dream big.\u003C\u002Fh3>\u003Cp>As much as one needs to listen to customer feedback, a business should also know when to take the plunge. Staying within the borders of customer feedback or wants might limit the product’s scope.\u003C\u002Fp>\u003Cp>Colin says, \u003C\u002Fp>\u003Cblockquote>“The minute you start to go down the product route, and you get customer feedback, and you have to iterate based on that feedback, then you're more consciously operating in a more limited environment, which could limit your vision or even your appetite for dreaming big because you’ll be focused on today’s problems, not tomorrow’s possibilities.”\u003C\u002Fblockquote>\u003Cp>When launching a product or service, it is vital to use the opportunity to dream big in terms of what you want to achieve out of what you launch.\u003C\u002Fp>\u003Cblockquote>“As much as possible, don’t overthink exactly how customers will interact with every little crevice of the product because, to some extent, you never really know - but rather take that opportunity to dream big with your vision. And then, when you launch your product, go and do that deep dive into customer opinion and the customer experience and let reality temper your vision. The key thing is to let customers temper the vision from their real-world feedback rather than tempering it yourself based on presumptions that may be incorrect.”\u003C\u002Fblockquote>\u003Cp>This is especially true when you have a market niche for your product or service. It is more the reason to shun the naysayers from a practical perspective when you have a strong opinion on the product's viability.\u003C\u002Fp>\u003Cblockquote>“There'll be plenty of time to iterate from there, but early on, you have a unique opportunity to dream big - so take it.”\u003C\u002Fblockquote>\u003Ch3 id=\"4-understanding-customer-value-is-not-about-your-product-\">4. Understanding customer value is not about your product.\u003C\u002Fh3>\u003Cp>When it comes to startups and launching ideas into the world, it is always a concoction of big dreams, audience reactions, and going out on a limb. Only sometimes can you stay closer to your customer value throughout your journey to the product-market fit. A longer journey takes a longer time to reach the goal. But there are many other ways to hedge your bets.\u003C\u002Fp>\u003Cp>One thing that Colin wants everyone to take away is that customer value isn't just about the product.\u003C\u002Fp>\u003Cblockquote>“A perfect example is the human component. Maybe you go out on a ledge with your product when you first launch, but if you're making sure that you have a robust human infrastructure when you launch, and customers feel valued and supported, it helps you hedge your bets with the product. Customers will see value in your attentiveness and customer service, and this provides space for you to iterate with the product while still delivering value elsewhere.”\u003C\u002Fblockquote>\u003Cp>It is more important to understand that value is created on all fours. The other factors can be used to create a supporting infrastructure, so it's about more than just the product. This knowledge liberates an organization to innovate with its product, as not every change is tied to customers’ trust.\u003C\u002Fp>\u003Cp>In the final part of the three-part series with Colin Crowley, we will explore how customer value arises from understanding your customer experience and real-life examples from Freshworks to support the claim. Stay tuned to learn more!\u003C\u002Fp>","63c92fa571a28704ea45981e","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FMouseTrap-Blog-03.jpg","2023-01-19T11:55:17.000+00:00","2023-09-14T07:57:45.000+00:00","2023-01-19T12:08:56.000+00:00","If customer value changes at different stages of growth, what happens to customer value at fast-moving companies where change is the norm?","https:\u002F\u002Ftrainn.co\u002Fblog\u002Funderstanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks\u002F",[134],{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},[136],{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"https:\u002F\u002Fblog-api.saastube.io\u002Funderstanding-customer-value-at-startups-where-everything-is-fast-moving-with-colin-crowley-freshworks\u002F","Customer Value at Startups with Colin Crowley from Freshworks","Colin Crowley from Freshworks explains customer value in early-stage companies or scaling companies keen on automation.",{"id":143,"uuid":144,"title":145,"slug":146,"html":147,"comment_id":148,"feature_image":149,"featured":13,"visibility":14,"created_at":150,"updated_at":151,"published_at":152,"custom_excerpt":153,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":154,"tags":155,"authors":157,"primary_author":159,"primary_tag":160,"url":161,"excerpt":153,"reading_time":43,"access":44,"comments":13,"og_image":19,"og_title":145,"og_description":153,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":162,"meta_description":153,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980678","7cb5ea47-3f78-43bf-b9ae-9bfda57c4c4c","Decoding customer value: What is customer value, and how does it help with your product adoption with Colin Crowley (Part 1)","how-to-measure-customer-value-importance-colin-crowley-freshworks","\u003Cp>Did you know that there are over 4000 mousetrap patents just in the USA, and this is not counting the designs that were not patented? \u003C\u002Fp>\u003Cp>A quote wildly attributed to Ralph Waldo Emerson says, “Build a better mousetrap, and the world will beat a path to your door.” \u003C\u002Fp>\u003Cp>The logic is simple. There would be as many mouse traps in the world as there are mice. Even if every mouse trap executed the same task, the misery of having a nosy rodent drives people to find the next best mouse trap.\u003C\u002Fp>\u003Cp>In a discreet corner of Emerson’s journal, a scribbled note expanding beyond mouse traps said that ‘the world would beat a path to the door of anyone who sold better corn, wood, boards, pigs, chairs, knives, crucibles, or church organs.’\u003C\u002Fp>\u003Cp>A ‘better’ or a ‘great product’ is tricky because even household brands have had massive misses; take the example of New Coke or Newton, Apple’s first PDA.\u003C\u002Fp>\u003Cp>In a mission to understand the secret sauce of a great product, we asked the underlying question of how people perceive the value of the product. Rather than targeting a product-market fit, we narrowed it down to a product-human fit. \u003C\u002Fp>\u003Cp>Our hypothesis was product value is dictated by what the customer perceives about the product in unison with what the product perceives of its customer. It is a two-way stream, and when the expectations meet mid-way, it can lead to product adoption.\u003C\u002Fp>\u003Cp>We asked \u003Ca href=\"https:\u002F\u002Fwww.linkedin.com\u002Fin\u002Fcolin-crowley-40092430\u002F?ref=blog-api.saastube.io\">Colin Crowley, a customer experience innovator and CX advisor at Freshworks\u003C\u002Fa> to decode the importance of customer value and how it makes or breaks the product. \u003C\u002Fp>\u003Cp>The insights from the conversation were so deep that we had to break down our understanding of customer value into three parts.\u003C\u002Fp>\u003Cp>Part 1: What is customer value, and how do we measure it?\u003C\u002Fp>\u003Cp>Part 2: How does a startup or a scaling company build customer value and ride the Trojan horse to success?\u003C\u002Fp>\u003Cp>Part 3: The overlooked link between product experience and customer value.\u003C\u002Fp>\u003Cp>But before we move to our takeaways from the conversation,\u003C\u002Fp>\u003Ch2 id=\"what-is-customer-value\">What is customer value?\u003C\u002Fh2>\u003Cp>Customer value is self-explanatory. It measures the product or service’s value through the eyes of the customer and is a correlation between their effort and the price they pay compared to their opportunity costs. \u003C\u002Fp>\u003Cp>Simply put, it is the perceived worth of the product to the customer compared to the alternatives. \u003C\u002Fp>\u003Cp>Customer value is an important metric to consider as it is directly related to the satisfaction of your customer. It isn't always a byproduct of your product’s sophistication, and that gives one more reason to look at customer value beyond a formula.\u003C\u002Fp>\u003Cp>We asked Colin Crowley what customer value is and how to perceive it if we want to be in the same boat as the customer. Here are the top points.\u003C\u002Fp>\u003Ch2 id=\"how-to-understand-customer-value\">How to understand customer value?\u003C\u002Fh2>\u003Ch3 id=\"1-think-beyond-the-formula-\">1. Think beyond the formula.\u003C\u002Fh3>\u003Cp>Being a customer of software and a CX leader at many organizations, Colin has seen two sides of the spectrum. He strongly believes that customer value is far from being restricted within a formula. \u003C\u002Fp>\u003Cp>He says, \u003C\u002Fp>\u003Cblockquote>“Formulas have their place - and sometimes you can try to metricize and formulize things at least, so you get something that's more trackable. But customer value is really beyond the formula and involves key intangibles. Acknowledging those and finding a way to incorporate them into your value calculator is crucial.”\u003C\u002Fblockquote>\u003Ch3 id=\"2-consider-your-product-ecosystem\">2. Consider your product ecosystem\u003C\u002Fh3>\u003Cp>When thinking about customer value, it is often broken down as the customer’s expectations in the light of a single product but is also about the total products in the company’s ecosystem.  \u003C\u002Fp>\u003Cp>Colin elaborates on this view based on his experience with leaders and investors who generally place a huge value on companies that have a wide suite of products. They might opt for only one product today, but it leaves the room open for them to potentially bring other products from the company into their larger ecosystem.\u003C\u002Fp>\u003Cp>Many times companies overlook the benefit an ecosystem of products offers to its customers in terms of less siloing of data, less administrative inefficiencies, and so forth. Colin says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“Sometimes people think of customer value product-by-product, but it's important to understand that any product is also part of the ecosystem in which other products operate and that that ecosystem can increase the value of a given product or make a consumer be more forgiving about current product deficiencies.\"\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Playvox is a company that has deliberately developed a wide suite of product offerings that are complementary to each other across quality assurance, customer surveys, workforce management, and beyond. \u003C\u002Fp>\u003Cp>Freshworks, where Colin works, similarly offers products for customer support, IT ticket management, business services, sales and post-sales marketing engagement, and even a new free surveying tool. The ideology is that there are so many different things in the product ecosystem that adds value to customers so they can experience different products and have a single source solution for many things.\u003C\u002Fp>\u003Ch3 id=\"3-hand-over-the-map-to-your-customer-\">3. Hand over the map to your customer.\u003C\u002Fh3>\u003Cp>A realization that hit Colin at Freshworks was about how with their suite of products, they spent too much time talking about what they had today rather than what they were going to do tomorrow.\u003C\u002Fp>\u003Cp>Colin says customer value, in fact, is only 50% about what is there today, and the rest is reliant on the product capability of tomorrow.\u003C\u002Fp>\u003Cp>He says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“If you want to have a relationship with a company and you intend to grow with that company and grow with their product and grow with their service, you want to know where they're heading and why they're heading there and how they plan to get there. Speaking to the innovation at the heart of your business is just as important as what the products are doing today.”\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Including your customer in your broad vision and being able to articulate it is important. But most importantly, being able to show things that exemplify it as well is also really important.\u003C\u002Fp>\u003Ch3 id=\"4-build-on-human-relationships\">4. Build on human relationships\u003C\u002Fh3>\u003Cp>The most undervalued asset while calculating customer value is human relationships. Many times companies are very product-focused, and as part of the Voice of the Customer initiative at Freshworks, Colin ensures that the messaging of the company goes beyond what the product delivers but also about the human relationships it helps build.\u003C\u002Fp>\u003Cp>Customer value is directly tied to the customer's feelings about their relationship with the product. The people behind the product build this relationship. Freshworks captures the essence of human relationships at the very first. Colin says,\u003C\u002Fp>\u003Cblockquote>“I see all these different things we're doing to invest in the human relationship through offering special onboarding, superior customer service, closer relationships with Customer Success Managers, and even industry experts like myself who offer complimentary best practice advice. We're also doing all this stuff in our online community, and we have all these interesting programs in customer success to reach out to customers. These things are part of the value proposition of a company, alongside the products.”\u003C\u002Fblockquote>\u003Ch3 id=\"5-customer-value-is-different-for-different-customers\">5. Customer value is different for different customers\u003C\u002Fh3>\u003Cp>The one thing about customer value that seems self-explanatory but also gets overlooked is that customer value can be very dependent on different customers. Colin says, “it's important to understand the different types of customers you have and to segment your customers naturally based on how they segment themselves.”\u003C\u002Fp>\u003Cp>It’s never one-size-fits-all, and there may be certain things that are general across your organization in terms of the service and products you offer, but it's also important to understand that there are different nuances across different customers and to make sure that you're also looking at customer value through the eyes of different types of customers.\u003C\u002Fp>\u003Cp>He says,\u003C\u002Fp>\u003Cblockquote>\u003Cem>“It's very organization-dependent in terms of what those different types of customers are. It could be based on business size, or it could be based on their level of prior investment or maturity or loyalty, perhaps.”\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>Understanding customer value depends on the organization and puts the onus on you as a company to do due diligence and understand the value you bring to different customer types.\u003C\u002Fp>\u003Cp>Colin asks every company, irrespective of their size, to ask themselves, “Where should we segment our customers in terms of where we see differences in customer needs and how customers may perceive value and make sure that you're being very mindful of that when you're developing your products.”\u003C\u002Fp>\u003Cp>The most important time an organization needs to look into customer value is from step 0 when they are building their product. But an early-stage or a rapidly growing startup might have many moving parts. In that case, how does one account for customer value when the customer and the product evolve in ways unseen?\u003C\u002Fp>\u003Cp>What does Colin think about a shapeshifting ocean of startup dilemmas?\u003C\u002Fp>\u003Cp>Watch out for Part 2 for more information. Psss, here's a sneak peak\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cdiv style=\" position: relative; padding-bottom: 56.25%; height: 0; border-radius: 0; box-shadow: 0 15px 40px rgba(63,58,79,.3); overflow: hidden; width:100%\">\u003Ciframe src=\"https:\u002F\u002Fwiki.portal.trainn.co\u002Fshare\u002FC1nhLfv2iAJE0ptlU1tYXg\u002Fembed?autoplay=false\" frameborder=\"0\" webkitallowfullscreen mozallowfullscreen allowfullscreen allow=\"autoplay; fullscreen\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%;\">\u003C\u002Fiframe>\u003C\u002Fdiv>\u003C!--kg-card-end: html-->","63bd473d71a28704ea459724","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FBlog-Part-One.jpg","2023-01-10T11:08:45.000+00:00","2023-09-14T08:00:49.000+00:00","2023-01-12T11:25:52.000+00:00","Is customer value a two-way stream? If so, how do we understand the importance of customer value beyond a formula?","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F",[156],{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},[158],{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":64,"name":65,"slug":66,"profile_image":67,"cover_image":19,"bio":68,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":69},{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},"https:\u002F\u002Fblog-api.saastube.io\u002Fhow-to-measure-customer-value-importance-colin-crowley-freshworks\u002F","Decoding customer value in SaaS with 5 steps with Colin Crowley",{"page":164,"limit":43,"pages":164,"total":43,"next":19,"prev":19},1,[166,172,178,179,185,186,192,196,202,206,212,217,223],{"id":167,"name":168,"slug":169,"description":170,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":171},"6a348564a71487000198063e","Customer Churn","customer-churn","Customer churn is the silent erosion of a business's foundation. With our blogs on churn, we want to remind businesses on how to nurture relationships and deliver value.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-churn\u002F",{"id":173,"name":174,"slug":175,"description":176,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":177},"6a348564a714870001980644","Customer Education","customer-education","Customer education empowers individuals to make informed decisions and extract maximum value from products and services. These blogs would help you spot different ways of doing so.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education\u002F",{"id":29,"name":30,"slug":31,"description":32,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":33},{"id":180,"name":181,"slug":182,"description":183,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":184},"6a348564a71487000198063f","Customer Journey","customer-journey","The customer journey is a dynamic expedition, filled with touch points and milestones, guiding individuals from awareness to advocacy, and revealing opportunities for meaningful engagement along the way. These blogs explore how each point of your customer journey can be made memorable for them.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-journey\u002F",{"id":23,"name":24,"slug":25,"description":26,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":27},{"id":187,"name":188,"slug":189,"description":190,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":191},"6a348564a714870001980646","Customer Retention","customer-retention","Customer retention is the art of fostering enduring relationships, nurturing loyalty, and continuously exceeding expectations to keep customers coming back for more. These blogs will tell you how to strike the sweet spot with your customers to have them asking for more.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-retention\u002F",{"id":193,"name":175,"slug":194,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":195},"6a8d64776a3cde00011046c2","customer-education-2","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education-2\u002F",{"id":197,"name":198,"slug":199,"description":200,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":201},"6a348564a714870001980641","LMS","lms","LMS (Learning Management System) is the digital gateway to knowledge, enabling organizations to efficiently create, deliver, and track educational content, empowering learners to acquire skills and expertise at their own pace. These blogs will tell you how to set up an efficient LMS for success.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Flms\u002F",{"id":203,"name":204,"slug":204,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":205},"6a8d64776a3cde00011046c3","onboarding-video","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fonboarding-video\u002F",{"id":207,"name":208,"slug":209,"description":210,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":211},"6a348564a71487000198063d","Product Adoption","product-adoption","Product adoption is the pivotal moment when users embrace and integrate a new product into their daily lives, marking the transition from curiosity to genuine value realization. These blogs will show you how you can achieve your customer's aha moment soon.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fproduct-adoption\u002F",{"id":213,"name":214,"slug":215,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":216},"6a9193cfb78148000171418c","Templates","templates","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Ftemplates\u002F",{"id":218,"name":219,"slug":220,"description":221,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":222},"6a348564a714870001980642","Video Creation","video-creation","Video creation is the art of storytelling brought to life through moving images, sound, and emotion, captivating audiences and leaving a lasting impact in the digital realm. These blogs will tell you how to make the best videos that keep your users engaged when it comes to learning about your product.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-creation\u002F",{"id":224,"name":225,"slug":226,"description":227,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":228},"6a348564a714870001980645","Video Hacks","video-hacks","Trainn's video hacks are tried and tested. These creative shortcuts and techniques unlock the power of visual storytelling, elevating the quality, engagement, and effectiveness of video content.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-hacks\u002F",1793275713898]