[{"data":1,"prerenderedAt":232},["ShallowReactive",2],{"blog-page-56":3},{"posts":4,"pagination":181,"availableTags":188},[5,42,69,97,126,153],{"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,"authors":21,"tags":29,"primary_author":36,"primary_tag":37,"url":38,"excerpt":18,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":8,"og_description":18,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":41,"meta_description":18,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980686","a7097c57-fd82-4d79-9615-861a1cb66d2e","Measuring the Success of Customer Education Programs: 7 Key Metrics","how-to-measure-customer-education-metrics","\u003Cp>In today's highly competitive business landscape, having a \u003Cu>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-do-learning-ops\u002F?ref=blog-api.saastube.io\">well-designed customer education program\u003C\u002Fa>\u003C\u002Fu> is no longer a nice-to-have but a must-have for companies.\u003C\u002Fp>\u003Cp>However, with so many businesses competing for customer attention, offering a robust education program can be the key to winning and retaining customers.\u003C\u002Fp>\u003Cp>Customer education programmes assist in maintaining new users' engagement throughout the customer journey in addition to automating and scaling the onboarding process. Thus, monitoring commercial KPIs associated with educational initiatives aids in demonstrating return on investment.\u003C\u002Fp>\u003Cp>But how can you tell if your program is working or not?\u003C\u002Fp>\u003Cp>This is why we will explain in this blog the importance of customer education programs and the 7 essential metrics to measure success.\u003C\u002Fp>\u003Cp>Let's get started!\u003C\u002Fp>\u003Ch2 id=\"importance-of-customer-education-programs\">\u003Cstrong>Importance of Customer Education Programs\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Customer education programs or customer training programs provide more benefits than you might realize. That's why they are becoming widely popular among all types of businesses.\u003C\u002Fp>\u003Cp>Here are some key benefits that emphasize the \u003Cu>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002F7-reasons-why-b2b-customer-education-is-important-for-business-success\u002F?ref=blog-api.saastube.io\">importance of a customer education program\u003C\u002Fa>.\u003C\u002Fu> These benefits also illustrate why every business should consider implementing one:\u003C\u002Fp>\u003Cul>\u003Cli>Helps customers adopt and use products more effectively\u003C\u002Fli>\u003Cli>Increases customer experience, satisfaction, and loyalty\u003C\u002Fli>\u003Cli>Reduces customer churn and boosts retention rates\u003C\u002Fli>\u003Cli>Provides a competitive edge and differentiation\u003C\u002Fli>\u003Cli>Generates cross-selling and up-selling opportunities\u003C\u002Fli>\u003Cli>Offers valuable insights into customer behavior and needs\u003C\u002Fli>\u003C\u002Ful>\u003Cp>To sum up, investing in a customer education program is a smart move for any business that wants to improve customer satisfaction. Besides, not only does it provide a competitive edge but it also increases revenue and customer retention.\u003C\u002Fp>\u003Cp>Now that you understand the importance of a customer education program, it's time to learn about customer education metrics.\u003C\u002Fp>\u003Ch2 id=\"7-key-metrics-to-measure-customer-education-programs-success\">\u003Cstrong>7 Key Metrics To Measure Customer Education Programs' Success\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>The following are the seven major customer education program metrics to \u003Cstrong>measure the effectiveness of  customer education\u003C\u002Fstrong> \u003Cstrong>programs\u003C\u002Fstrong>. Let's take a brief look at each one and learn how to calculate them.\u003C\u002Fp>\u003Ch3 id=\"1-engagement-rate\">\u003Cstrong>1. Engagement Rate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>One of the most critical KPIs (Key Performance Indicators) for measuring the effectiveness of your customer education programs is the engagement rate.\u003C\u002Fp>\u003Cp>This KPI (Key Performance Indicator) tells you how involved and invested your users are in the training programs. By monitoring this metric, you can see how well your program is doing overall and spot areas where you need to improve.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating engagement rate: \u003C\u002Fstrong>Divide the number of users who took action by the total number of users who accessed your content.\u003C\u002Fp>\u003Ch3 id=\"2-completion-rate\">\u003Cstrong>2. Completion Rate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>To ensure the success of your customer education program, it's important to track how many users complete your course or program. This is known as the completion rate– one of the key metrics in customer education programs.\u003C\u002Fp>\u003Cp>By measuring this KPI, you can assess how engaging and effective your content is in keeping customers interested in learning.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating completion rate: \u003C\u002Fstrong>Divide the number of users who completed the program by the total number of enrolled users.\u003C\u002Fp>\u003Ch3 id=\"3-retention-rate\">\u003Cstrong>3. Retention Rate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The \u003Cu>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-b2b-customer-retention-strategies-with-examples\u002F?ref=blog-api.saastube.io\">customer retention rate\u003C\u002Fa>\u003C\u002Fu> is the third critical metric for measuring the success of your customer education program. This KPI assesses the percentage of happy customers who use your product or service over time.\u003C\u002Fp>\u003Cp>A high retention rate means your educational program effectively keeps your customers happy and loyal to your brand. A low rate indicates otherwise.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating retention rate: \u003C\u002Fstrong>Track the number of customers who continue to use your product or service over time.\u003C\u002Fp>\u003Ch3 id=\"4-net-promoter-score-nps-\">\u003Cstrong>4. Net Promoter Score (NPS)\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The Net Promoter Score (NPS) is another widely used and useful way to \u003Cstrong>measure customer education\u003C\u002Fstrong> \u003Cstrong>programs'\u003C\u002Fstrong> success. It is a simple metric that shows how likely your customers are to recommend your product or service to others.\u003C\u002Fp>\u003Cp>By consistently tracking your NPS score, you can gain valuable insights into your customers. Besides, you can also identify areas for improvement to enhance their experience.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating NPS: \u003C\u002Fstrong>Subtract the percentage of detractors (0-6) from the percentage of promoters (9-10).\u003C\u002Fp>\u003Ch3 id=\"5-time-to-competency\">\u003Cstrong>5. Time to Competency\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Time to competency is a metric that measures the time it takes for customers to become experts in using your product or service.\u003C\u002Fp>\u003Cp>This can help you evaluate the effectiveness of your customer training programs as well as understand product\u003Cu> \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fproduct-adoption-help-users-love-your-product-more\u002F?ref=blog-api.saastube.io\">adoption\u003C\u002Fa>\u003C\u002Fu>.\u003C\u002Fp>\u003Cp>Also, by tracking this metric, you can identify improvement areas and measure the overall success of your efforts.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating competency: \u003C\u002Fstrong>Track the time customers take to finish your educational program. Also, evaluate their proficiency in using your product or service.\u003C\u002Fp>\u003Ch3 id=\"6-customer-satisfaction-csat-score\">\u003Cstrong>6. Customer Satisfaction (CSAT) Score\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>The sixth crucial metric for measuring the success of your customer education program is customer satisfaction. This metric allows you to evaluate the overall quality of your content, customer support, and delivery methods.\u003C\u002Fp>\u003Cp>Furthermore, the customer satisfaction metric can also help you identify your strengths and weaknesses and improve your educational program accordingly.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating CSAT score:\u003C\u002Fstrong> Ask customers to rate their satisfaction with your educational program.\u003C\u002Fp>\u003Ch3 id=\"7-return-on-investment-roi-\">\u003Cstrong>7. Return on Investment (ROI)\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>ROI (Return on Investment) is the last critical customer education program metric on our list. It measures the financial impact of the program, such as increased revenue or cost savings.\u003C\u002Fp>\u003Cp>By tracking ROI, businesses can understand whether their educational program is providing a positive return on investment and meeting their desired outcomes.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating ROI:\u003C\u002Fstrong> Subtract program costs from program benefits, divide by program costs, and multiply by 100.\u003C\u002Fp>\u003Cp>These are the 7 key customer education metrics that can give you valuable insights into your program. These also let you measure customer satisfaction, retention, engagement, and the ROI of your educational efforts.\u003C\u002Fp>\u003Ch2 id=\"introducing-trainn-the-ultimate-customer-education-platform\">\u003Cstrong>Introducing Trainn: The Ultimate Customer Education Platform\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>The metrics listed above can certainly help you \u003Cstrong>measure the success of your customer education\u003C\u002Fstrong> \u003Cstrong>program\u003C\u002Fstrong>. However, to achieve the desired results, it's important to have a well-planned customer training program.\u003C\u002Fp>\u003Cp>Businesses will find it easier to defend and maintain their customer education programmes as well as make adjustments and improvements based on user insights if they monitor these seven metrics and link them to business outcomes.\u003C\u002Fp>\u003Cp>This is where \u003Cu>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">Trainn, an advanced customer education platform for SaaS businesses\u003C\u002Fa>\u003C\u002Fu>, comes in.\u003C\u002Fp>\u003Cp>With Trainn's video-led customer education solution, you can deliver personalized training at scale and drive customer success.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fhello.trainn.co\u002Fmeetings\u002Fsumana-ammaiyappan?ref=blog-api.saastube.io\" rel=\"noopener noreferrer nofollow\">\u003Cu>Schedule a demo with Trainn's experts\u003C\u002Fu>\u003C\u002Fa> today to learn more.\u003C\u002Fp>","642eb9edb0f3140eb72c9289","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F04\u002Fwoman-measures-the-size-of-the-discounts.png",false,"public","2023-04-06T12:24:13.000+00:00","2026-07-03T07:35:37.000+00:00","2023-04-06T12:28:10.000+00:00","Learn why measuring customer education programs' impact is important and gauging their success with these 7 key metrics.",null,"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-measure-customer-education-metrics\u002F",[22],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},"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",[30],{"id":31,"name":32,"slug":33,"description":34,"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":35},"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":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":31,"name":32,"slug":33,"description":34,"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":35},"https:\u002F\u002Fblog-api.saastube.io\u002Fhow-to-measure-customer-education-metrics\u002F",4,true,"How to Measure the Success of Your Customer Education Program",{"id":43,"uuid":44,"title":45,"slug":46,"html":47,"comment_id":48,"feature_image":49,"featured":13,"visibility":14,"created_at":50,"updated_at":51,"published_at":52,"custom_excerpt":53,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":54,"authors":55,"tags":57,"primary_author":64,"primary_tag":65,"url":66,"excerpt":53,"reading_time":67,"access":40,"comments":13,"og_image":19,"og_title":45,"og_description":45,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":68,"meta_description":53,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980684","70692df7-e961-496e-96c7-065a18419bde","7 Reasons Why B2B Customer Education Is Important For Business Success","7-reasons-why-b2b-customer-education-is-important-for-business-success","\u003Cp>\u003Cstrong>Customer education\u003C\u002Fstrong> involves teaching your customers about your product and how to best use it. Today, selling to businesses involves much more than simply selling the product or service. Accordingly, \u003Cstrong>customer education\u003C\u002Fstrong> has become an integral part of the pre-sales process.\u003C\u002Fp>\u003Cp>The era of '\"buyer's remorse\" is long gone. Today's buyers want to know everything about the products they buy. They want to have all the information before deciding to invest.\u003C\u002Fp>\u003Cp>It is no longer difficult to make someone interested in your product. However, holding their attention long enough for \u003Cstrong>lead generation\u003C\u002Fstrong>? That is a different ball game!\u003C\u002Fp>\u003Ch2 id=\"what-is-b2b-saas-customer-education\">\u003Cstrong>What is B2B SaaS Customer Education ?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>B2B SaaS \u003Cstrong>Customer Education\u003C\u002Fstrong> involves educating customers about how to use your services. This can help them overcome the following challenges frequently faced by new  customers:\u003C\u002Fp>\u003Cp>\u003Cstrong>Multiple contact points:\u003C\u002Fstrong> B2B setups often involve multiple stakeholders. This can make the sales process tricky as you have to communicate with and manage the expectations of multiple parties at the same time.\u003C\u002Fp>\u003Cp>\u003Cstrong>Various interest areas:\u003C\u002Fstrong> The stakeholders may not necessarily come from the same background. Some of them may be working with operations, some with management, some with legal, or some with other departments. Given the differing expertise, different stakeholders may have different levels of expectations from the product they are buying.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Differing technical knowledge levels:\u003C\u002Fstrong> Stakeholders also have varying levels of familiarity with technology. This is perhaps the single-most important reason \u003Cstrong>why customer education is important. \u003C\u002Fstrong>By educating every customer about the product, you can establish a baseline for the amount of knowledge required to effectively use your product\u002Fservice.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>B2B SaaS customer education\u003C\u002Fstrong> is essential because by providing knowledge of the product to your customers, you can help build and provide better customer experiences.\u003C\u002Fp>\u003Cp>Better customer experiences make the customers more likely to buy from you again, building long-term \u003Cstrong>customer loyalty. \u003C\u002Fstrong>Further, satisfied customers also help in \u003Cstrong>lead generation.\u003C\u002Fstrong> This enables easy \u003Cstrong>up-selling \u003C\u002Fstrong>and \u003Cstrong>cross-selling of\u003C\u002Fstrong> your services to the same client and other clients via referrals, respectively.\u003C\u002Fp>\u003Ch2 id=\"why-is-b2b-saas-customer-education-relevant\">\u003Cstrong>Why is B2B SaaS Customer Education relevant?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Most businesses are already flooding search engines with content. Thus, most \u003Cstrong>B2B SaaS companies\u003C\u002Fstrong> cannot rely on content marketing alone. Accordingly, they can use customer education content to drive traffic to their \u003Cstrong>landing pages\u003C\u002Fstrong> in the following ways:\u003C\u002Fp>\u003Cul>\u003Cli>By providing a better understanding of how a product or service is used\u003C\u002Fli>\u003Cli>By helping clients discover the value of services offered\u003C\u002Fli>\u003Cli>By enabling customers to maximize the benefits of the products offered, thereby achieving \u003Cstrong>customer satisfaction\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>Be more likely to enroll in \u003Cstrong>customer loyalty \u003C\u002Fstrong>programs\u003C\u002Fli>\u003Cli>By assuring that you care about investing in their education\u003C\u002Fli>\u003Cli>By building trust and credibility with customers\u003C\u002Fli>\u003Cli>By increasing engagement with brands and generating qualified leads\u003C\u002Fli>\u003Cli>By encouraging repeat business and repurchases, thereby supporting \u003Cstrong>upselling and cross-selling\u003C\u002Fstrong> efforts\u003C\u002Fli>\u003C\u002Ful>\u003Cp>If you want to promote the \u003Ca href=\"https:\u002F\u002Fwww.zendesk.com\u002Fin\u002Fblog\u002Fcustomer-education\u002F?ref=blog-api.saastube.io#georedirect\">adoption of your products\u003C\u002Fa>, try \u003Cstrong>customer education\u003C\u002Fstrong>! This can help customers fully realize the product value more quickly. One way to do this is by providing access to training and resources.\u003C\u002Fp>\u003Cp>By creating educational content that addresses the needs and questions of your target audience, you can attract potential customers to your website who are searching for solutions to their problems. In this process, a \u003Cstrong>\u003Ca href=\"https:\u002F\u002Fwww.paraphrasetool.online\u002F?ref=blog-api.saastube.io\">paraphrase tool\u003C\u002Fa>\u003C\u002Fstrong> comes in handy, making complex information easier to understand and more engaging for readers.\u003C\u002Fp>\u003Cp>Additionally, by providing valuable information and insights, you can establish your brand as an authority in your industry. This can help build trust with potential customers and encourage them to choose your products or services over those of your competitors.\u003C\u002Fp>\u003Ch2 id=\"why-is-b2b-saas-customer-education-important-for-b2b-companies\">\u003Cstrong>Why is B2B SaaS Customer Education important for B2B Companies?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>B2B companies have an average customer experience score of less than 50%. This is far lower than 65%-85%, as seen in B2C companies.\u003C\u002Fp>\u003Cp>Most B2B companies say that customer experience is a priority. Yet, according to the stats, their actions are not up to the mark.\u003C\u002Fp>\u003Cp>With customer education, B2B companies can stand out. They can differentiate themselves from their competitors easily. How?\u003C\u002Fp>\u003Cp>By improving the overall customer experience.\u003C\u002Fp>\u003Cp>Today, \u003Ca href=\"https:\u002F\u002Fwww.gartner.com\u002Fen\u002Fnewsroom\u002Fpress-releases\u002F2020-09-15-gartner-says-80--of-b2b-sales-interactions-between-su?ref=blog-api.saastube.io\">80% of global business decision-makers are interested\u003C\u002Fa> in digital customer education. Hence, the importance of B2B customer education is critical for business success.\u003C\u002Fp>\u003Cp>A \u003Ca href=\"https:\u002F\u002Fhbr.org\u002F2018\u002F03\u002Fthe-b2b-elements-of-value?ref=blog-api.saastube.io\">recent poll of 500 B2B buyers\u003C\u002Fa> showed that B2B customer education is more critical than sales and customer service.\u003C\u002Fp>\u003Ch2 id=\"how-is-b2b-customer-education-critical-for-business-success\">How is B2B customer education critical for business success?\u003C\u002Fh2>\u003Cp>B2B \u003Cstrong>customer education\u003C\u002Fstrong> is critical for business success for several reasons.\u003C\u002Fp>\u003Ch3 id=\"reason-1-consistent-onboarding-experience\">Reason 1: Consistent Onboarding Experience\u003C\u002Fh3>\u003Cp>A customer education program can ensure a consistent onboarding experience for each customer.\u003C\u002Fp>\u003Cp>Each customer will access the same courses to navigate the product. This gives every customer the same information. Thus, every customer feels confident about the information they receive.\u003C\u002Fp>\u003Ch3 id=\"reason-2-revenue-generator\">Reason 2: Revenue Generator\u003C\u002Fh3>\u003Cp>Customer success should be a revenue generator, not a cost center. But that is often not the case.\u003C\u002Fp>\u003Cp>B2B \u003Cstrong>sales funnels\u003C\u002Fstrong> can be more difficult. Sales cycles are much longer. This is because they involve more decision-makers than their B2C counterparts.\u003C\u002Fp>\u003Cp>Hence, you must focus on \u003Cstrong>customer success\u003C\u002Fstrong> to keep B2B customers happy. This is the best way to generate revenue.\u003C\u002Fp>\u003Ch3 id=\"reason-3-different-role-from-customer-support\">Reason 3: Different Role from Customer Support\u003C\u002Fh3>\u003Cp>Customer success is not an extension of customer support. The roles of customer success and customer support are distinct.\u003C\u002Fp>\u003Cp>A support team offers help when a customer has a problem with a product. They offer solutions and address customer grievances.\u003C\u002Fp>\u003Cp>Customer success, yet, focuses on the long-term satisfaction of the customer.\u003C\u002Fp>\u003Ch3 id=\"reason-4-improved-product-adoption\">Reason 4: Improved Product Adoption\u003C\u002Fh3>\u003Cp>A well-designed customer education program can improve product adoption rates. Why?\u003C\u002Fp>\u003Cp>Because customers will have a better understanding of the product's features and benefits. This can lead to higher retention rates. Higher retention comes from better \u003Cstrong>customer loyalty.\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch3 id=\"reason-5-reduced-support-costs\">Reason 5: Reduced Support Costs\u003C\u002Fh3>\u003Cp>A strong customer education program can help reduce support costs.\u003C\u002Fp>\u003Cp>This is because customers will have a better understanding of how to use the product. Thus, they would troubleshoot issues themselves. Fewer issues also mean fewer \u003Cstrong>support tickets\u003C\u002Fstrong>.\u003C\u002Fp>\u003Ch3 id=\"reason-6-competitive-advantage\">Reason 6: Competitive Advantage\u003C\u002Fh3>\u003Cp>An exhaustive education program gives your customers all-they-need resources.\u003C\u002Fp>\u003Cp>This makes them feel you care about them and their success. This helps gain a competitive advantage. It makes companies more likely to choose you. Result?\u003C\u002Fp>\u003Cp>Increased \u003Cstrong>up-selling and cross-selling\u003C\u002Fstrong>. This can also be one of your \u003Cstrong>lead generation \u003C\u002Fstrong>strategies.\u003C\u002Fp>\u003Cp>After all, nothing is better than word-of-mouth marketing!\u003C\u002Fp>\u003Ch3 id=\"reason-7-increased-customer-satisfaction\">Reason 7: Increased Customer Satisfaction\u003C\u002Fh3>\u003Cp>A strong customer education program leads to increased customer satisfaction. This leads to a stronger \u003Cstrong>customer base.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Through customer education, you can allow the best use of your product. This makes customers more likely to be happy with their buy.\u003C\u002Fp>\u003Cp>These are the reasons \u003Cstrong>why customer education is important\u003C\u002Fstrong>. It helps you improve the foundation of your relationship with your client.\u003C\u002Fp>\u003Cp>The foundation of a strong relationship with any business partner is subjective. It relies on many things. One can be a solid level of customer education.\u003C\u002Fp>\u003Cp>No matter if you're B2B or B2C, even the most impactful sales teams struggle. You cannot simply sell a product or service. And you also cannot ensure repeat business. For B2B companies, the significance of customer education cannot be emphasised. Long-term sales growth and increased brand loyalty can be achieved by providing thorough instructional materials and training in addition to raising customer satisfaction levels.\u003C\u002Fp>\u003Cp>\u003Cbr>Thus, you must educate your potential customers on how your service will benefit them. This way, you can ensure a long-term and happy customer base.\u003C\u002Fp>\u003Cp>If you are looking to reap the benefits of \u003Cstrong>B2B customer education\u003C\u002Fstrong>, reach out to us at \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa>. We are one of the best video-led customer education platforms that can help you onboard, educate, and train customers at scale.\u003C\u002Fp>","642aec09b0f3140eb72c9256","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F04\u002Fwalk-to-success.png","2023-04-03T15:08:57.000+00:00","2025-03-10T10:34:19.000+00:00","2023-04-03T15:13:04.000+00:00","B2B customer education can improve customer loyalty and satisfaction. Want to know why customer education is important? Read on to find out!","https:\u002F\u002Ftrainn.co\u002Fblog\u002F7-reasons-why-b2b-customer-education-is-important-for-business-success\u002F",[56],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},[58],{"id":59,"name":60,"slug":61,"description":62,"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":63},"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,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":59,"name":60,"slug":61,"description":62,"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":63},"https:\u002F\u002Fblog-api.saastube.io\u002F7-reasons-why-b2b-customer-education-is-important-for-business-success\u002F",5,"7 Reasons Why B2B Customer Education Is Important",{"id":70,"uuid":71,"title":72,"slug":73,"html":74,"comment_id":75,"feature_image":76,"featured":13,"visibility":14,"created_at":77,"updated_at":78,"published_at":79,"custom_excerpt":80,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":81,"authors":82,"tags":84,"primary_author":92,"primary_tag":93,"url":94,"excerpt":80,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":72,"og_description":80,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":95,"meta_description":96,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980680","4fe35555-d590-43cd-9888-7fcce68d1baf","7 Reasons Why Learning Management Tools for Customer Onboarding Can Help Businesses Save More Money","7-reasons-why-learning-management-tools-for-customer-onboarding-can-help-businesses-save-more-money","\u003Cp>Onboarding is crucial to ensure that customers are engaged and retained. Without onboarding, your new customer might be lost, unsure of how to utilize your product - or worse, they may feel completely ignored!\u003C\u002Fp>\u003Cp>According to the \u003Ca href=\"https:\u002F\u002Fwww.nasdaq.com\u002Farticles\u002Fwhy-the-customer-onboarding-process-is-more-important-than-ever-for-banks-2021-06-11?ref=blog-api.saastube.io\">State of Corporate Banking Customer Onboarding 2021\u003C\u002Fa>, businesses acknowledge that there is still a lot of friction in the onboarding process. This slowdown happens in areas where technology tools used to streamline and improve operations aren’t used to their full potential.\u003C\u002Fp>\u003Cp>A robust \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-onboarding-software-saas\u002F?ref=blog-api.saastube.io\">customer onboarding\u003C\u002Fa> process can lead to faster expansion of the business, increased customer satisfaction, and better customer retention—but only if product education is integrated into the onboarding experience from day one. \u003C\u002Fp>\u003Cp>You would be able to establish an educational customer onboarding process that provides your customers the ease of use and confidence they need to understand your service or product with the help of a robust Learning Management System (LMS).\u003C\u002Fp>\u003Ch2 id=\"benefits-of-learning-management-tools-for-customer-onboarding\">Benefits of Learning Management Tools for Customer Onboarding\u003C\u002Fh2>\u003Cp>Companies gain a competitive advantage through customer training. Forward-thinking businesses have created training programs to aid customer retention and cultivate a devoted brand following by investing in the best LMS for customer onboarding.\u003C\u002Fp>\u003Cp>Customer onboarding is showing customers how to use your service or product efficiently and effectively to achieve their unique goals. These initiatives, however, go beyond product features and key selling points.\u003C\u002Fp>\u003Cp>Here are some benefits of using a learning management system for onboarding for your customers.\u003C\u002Fp>\u003Ch3 id=\"faster-customer-engagement\">Faster Customer Engagement\u003C\u002Fh3>\u003Cp>Educational and training activities are essential in onboarding customers and encouraging them to engage with your services or products to gain long-term value. Product adoption is one of the most challenging parts of the customer journey. \u003C\u002Fp>\u003Cp>The sooner your customer reaches their first win, the better it is for them to ingrain your product into their tech stack. A coordinated onboarding strategy that includes curated content uniquely tailored to new customers can help them hit the ground running and significantly reduce time to value.\u003C\u002Fp>\u003Cp>Businesses can also use \u003Ca href=\"https:\u002F\u002Ffinancesonline.com\u002Ftop-10-alternatives-pipedrive-leading-crm-applications\u002F?ref=blog-api.saastube.io\">Pipedrive alternatives\u003C\u002Fa>, which are CRM solutions for improving customer engagement and building profitable relationships, to improve workflows while enhancing customer engagement and developing profitable relationships. With the help of this solution, you can get a clear picture of your sales and concentrate on the most important deals.\u003C\u002Fp>\u003Ch3 id=\"enhanced-onboarding-process\">Enhanced Onboarding Process\u003C\u002Fh3>\u003Cp>One of the best parts about onboarding is that you can show your new customers or flex how your product's functions will solve their problems at the initial onboarding stage itself! \u003C\u002Fp>\u003Cp>Tackling onboarding efficiency at ground zero is a game changer. This makes your onboarding process sticky and will increase product usage, increase renewal rates, and decrease churn. \u003C\u002Fp>\u003Cp>Wow-ing your customers at step one can be achieved by understanding data provided by customer onboarding tools can help businesses iterate on multiple hypotheses simultaneously.\u003C\u002Fp>\u003Ch3 id=\"improved-product-adoption-and-engagement-metrics\">Improved Product Adoption and Engagement Metrics\u003C\u002Fh3>\u003Cp>According to the \u003Ca href=\"https:\u002F\u002Fwww.tsia.com\u002Fblog\u002F3-ways-education-services-can-advance-the-customer-journey?ref=blog-api.saastube.io\">Technology Services Industry Association study\u003C\u002Fa>, customers who have received training are 68% more likely to use a product than those who have not. When given the tools and support they need to get the most out of your product, customers are much more inclined to adopt and use it. \u003C\u002Fp>\u003Cp>Recently our studies have also noticed a trend where customers prefer self-service access to this knowledge or can choose between live and on-demand learning. \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategies-2023-recession\u002F?ref=blog-api.saastube.io\">Customer education\u003C\u002Fa> informs users of recent updates and features while teaching them about the product's benefits that are particular to their role or area of interest.\u003C\u002Fp>\u003Ch3 id=\"flexibility-and-availability-in-on-demand-training\">Flexibility and Availability in on-demand training\u003C\u002Fh3>\u003Cp>On-demand training will enable you to connect with more customers anywhere and anytime for broader reach and engagement. There are no longer limitations due to time zones, geography, room capacity, or instructor availability. The training can be picked up and continued at any time, and trainees can review the material as often as they like.\u003C\u002Fp>\u003Cp>Additionally, you can scale the impact of your best instructors by highlighting them in on-demand content. Customers worldwide can gain from your best training, regardless of their location or the time they attend.\u003C\u002Fp>\u003Ch3 id=\"reduced-training-costs\">Reduced Training Costs\u003C\u002Fh3>\u003Cp>Education becomes more affordable by transitioning from in-person instruction to on-demand learning through a customer training LMS. The days of flying instructors nationwide to hold in-person sessions with customers are long gone. Setting up team training each time your business grows can be prohibitively expensive, especially if your customers are spread worldwide. \u003C\u002Fp>\u003Cp>With a learning management system, you can continuously deliver online training materials, allowing the upfront costs associated with curriculum design and creation to continue to pay for themselves without needing to hire paid trainers to conduct the same sessions repeatedly.\u003C\u002Fp>\u003Ch3 id=\"reduced-customer-support-tickets\">Reduced Customer Support Tickets\u003C\u002Fh3>\u003Cp>Customer tickets require time and effort to resolve, which frequently causes employee burnout. LMS for customer onboarding can free employees to concentrate on more strategic customer concerns by creating training material addressing these critical areas. It might also result in fewer customer support tickets being submitted, saving money.\u003C\u002Fp>\u003Ch3 id=\"improved-retention-and-renewal\">Improved Retention and Renewal\u003C\u002Fh3>\u003Cp>A solid customer onboarding LMS can help to reduce customer churn while increasing \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-retention-importance\u002F?ref=blog-api.saastube.io\">customer retention\u003C\u002Fa> rates. When your customers learn how to use your product and discover its benefits firsthand, they become more immersed in it. Demonstrating the value of your services or products to customers boost their engagement and make customers loyal to your product. You can also help customers benefit from your good or service indefinitely by providing continuous education, thereby increasing the probability of renewals.\u003C\u002Fp>\u003Ch3 id=\"improve-your-customer-onboarding-with-learning-management-tools\">Improve Your Customer Onboarding with Learning Management Tools\u003C\u002Fh3>\u003Cp>Learning Management Tools can serve many customers at the same time and provide a unified learning experience with information on how to use your products and all of the technicalities involved. Furthermore, the best LMS for customer onboarding help saves a lot of time for your team by reducing repetitive and monotonous training tasks.\u003C\u002Fp>\u003Cp>Both parties benefit when businesses provide Customers with engaging, insightful, and easily digestible information. Customers benefit from a smooth learning experience that allows them to make the most of their product while your company saves money and reduces churn.\u003C\u002Fp>","6407082971a28704ea459a25","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F03\u002FArtboard-1-100.jpg","2023-03-07T09:47:21.000+00:00","2023-10-09T04:21:22.000+00:00","2023-03-07T10:40:12.000+00:00","The secret sauce to a successful LMS is ingraining your product into onboarding. How can we do this better?","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-automate-your-customer-onboarding-in-3-easy-steps\u002F",[83],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},[85,91],{"id":86,"name":87,"slug":88,"description":89,"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":90},"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":31,"name":32,"slug":33,"description":34,"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":35},{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":86,"name":87,"slug":88,"description":89,"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":90},"https:\u002F\u002Fblog-api.saastube.io\u002F7-reasons-why-learning-management-tools-for-customer-onboarding-can-help-businesses-save-more-money\u002F","7 Reasons Why LMS Tools for Customer Onboarding Save Money","Customer education starts at onboarding. How can your LMS tool be optimized for you to not only have raving fans but also help you save money?",{"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,"authors":110,"tags":112,"primary_author":120,"primary_tag":121,"url":122,"excerpt":108,"reading_time":67,"access":40,"comments":13,"og_image":19,"og_title":123,"og_description":108,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":124,"meta_description":125,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198067f","eadb0461-55e3-47e3-9abd-e825ac06dfbf","How to Use Videos in your Customer Education Strategy?","how-to-use-videos-in-customer-education-5-ways","\u003Cp>Customer education is seen to evolve and upgrade along with the spikes in our technological developments.\u003C\u002Fp>\u003Cp>It all started in the 1980s with the rise of the internet. Many companies began offering complex products and services. Providing customers with the knowledge and skills to understand complex products became increasingly important.\u003C\u002Fp>\u003Cp>Then came the SaaS-ification of technology in the early 2000s. B2B SaaS (Business-to-Business Software as a Service) has been around since the 1990s, but With the rise of cloud computing and the availability of high-speed internet connections, customer education made a massive makeover.\u003C\u002Fp>\u003Cp>With technology simplifying everyday tasks, companies in tech were pressurized to develop better ways to deliver their product.\u003C\u002Fp>\u003Cp>Moreover, by this time, the SaaS market has become crowded and competitive. This made companies realize that providing a superior customer experience is essential to building customer loyalty and customer retention.\u003C\u002Fp>\u003Cp>Today, customer education is critical to many SaaS companies' customer journey. Businesses invest significant resources into creating educational content and programs that help their customer base achieve their goals.\u003C\u002Fp>\u003Ch2 id=\"why-are-videos-used-in-customer-education\">Why are Videos Used in Customer Education?\u003C\u002Fh2>\u003Cp>Videos have become an increasingly important tool in customer training programs to engage customers and provide them with the information they need to make informed decisions.\u003C\u002Fp>\u003Cp>Mainly companies started using videos in customer education for several reasons.\u003C\u002Fp>\u003Cp>First, videos are highly engaging and can capture viewers' attention more effectively than other forms of content.\u003C\u002Fp>\u003Cp>Second, videos allow companies to demonstrate their products or services in a way that is easy for customers to understand. This can be especially helpful for complex or technical products that may be difficult to explain in writing. This takes the weight off the customer support teams by reducing support tickets.\u003C\u002Fp>\u003Cp>Third, videos can build customer trust by showcasing the company's expertise and providing valuable information. This helps with customer retention in the long run.\u003C\u002Fp>\u003Cp>Finally, videos can be easily shared and distributed online, helping your company reach a large audience.\u003C\u002Fp>\u003Cp>This shift toward on-demand video isn't just a trend within SaaS — the broader \u003Ca href=\"https:\u002F\u002Fwww.datamintelligence.com\u002Fresearch-report\u002Fvideo-on-demand-market?ref=blog-api.saastube.io\">Video on Demand Market\u003C\u002Fa> is expanding as enterprises increasingly use video to drive product adoption, customer onboarding, and self-serve support.\u003C\u002Fp>\u003Ch2 id=\"5-ways-to-use-videos-in-customer-education\">5 Ways to Use Videos in Customer Education\u003C\u002Fh2>\u003Cp>\u003Ca href=\"https:\u002F\u002Fhound-studio.com\u002F?ref=blog-api.saastube.io\">Hound Studio specializes in 2D and 3D animation and video creation\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>They suggest that \u003Ca href=\"https:\u002F\u002Fhound-studio.com\u002Fblog\u002Fwhat-are-best-ways-use-explainer-video-educate-customers\u002F?ref=blog-api.saastube.io\">videos in customer education are more effective in teaching customers how to use your product and unpacking complicated concepts.\u003C\u002Fa> It helps deep dive with ease into the product with close guidance from your explainer videos.\u003C\u002Fp>\u003Cp>There are several ways that B2B SaaS companies can use videos in building their customer education strategy.\u003C\u002Fp>\u003Ch3 id=\"1-product-demos\">1. Product demos\u003C\u002Fh3>\u003Cp>Product demos are an important tool for B2B SaaS businesses to educate their customers about their products and drive engagement. These videos highlight the key features and benefits of the product in action. They also provide customers with a clear understanding of how it works and what it can do for them.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh3.googleusercontent.com\u002Fb6NFBQ97eb88ACq3oVAX8u9uz3i_adXNq9p8Uvrhl4HiyKZLw_vq0vqzC7Wb_xWcAByyVqpvGpdrEIi5OIcGE8wgxAyZqvYTKoLSqS9T4y9q_1iWoiLsGu0PxI5kVO70x7Y9-JFkoE7SDSd7qsxo52o\" class=\"kg-image\" alt=\"Mixpanel product video\" loading=\"lazy\">\u003Cfigcaption>Source: Mixpanel\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fmixpanel.com\u002F?ref=blog-api.saastube.io\">Mixpanel, a self-serve product analytics tool\u003C\u002Fa>, has a webinar on how to use its product and breaks it down into tasks that are mostly created by its customers. This helps to show the product in action. This allows customers to understand the value of the product for their specific use. Consequently, customers can make informed decisions.\u003C\u002Fp>\u003Cp>Product demos can also introduce new features or updates to existing customers. This gives them a deeper understanding of the product and how it can help them achieve their goals.\u003C\u002Fp>\u003Ch3 id=\"2-instructional-videos-or-product-tutorials\">2. Instructional videos or product tutorials\u003C\u002Fh3>\u003Cp>Companies can create instructional videos that walk customers through common tasks or workflows using their products. These videos can help customers get up to speed quickly and avoid frustration and confusion.\u003C\u002Fp>\u003Cp>People often mistake product demos and product instructional videos for each other. However, they are two types of customer education videos with different goals.\u003C\u002Fp>\u003Cp>Product demos are often used to introduce new products or features to customers and help them understand the product's value proposition. Instructional videos are designed to provide customers with step-by-step guidance. They come up during the customer onboarding process.\u003C\u002Fp>\u003Cp>This guidance is on how to use a product.\u003C\u002Fp>\u003Cp>They are typically longer and more in-depth than product demos and focus on specific tasks or workflows. Instructional videos can help customers get up and running with a new product. Forming a knowledge base, they can also help customers troubleshoot common issues. Additionally, instructional videos can help customers learn advanced techniques and best practices for using the product effectively.\u003C\u002Fp>\u003Ch3 id=\"3-customer-success-stories\">3. Customer success stories\u003C\u002Fh3>\u003Cp>Companies can create videos that showcase how their products have helped other businesses achieve their goals. These videos can be a powerful way to build trust and credibility with potential customers and demonstrate the product's value.\u003C\u002Fp>\u003Cp>An example of a B2B SaaS company using customer success stories for customer education is \u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fin\u002F?ref=blog-api.saastube.io\">Salesforce, a cloud-based CRM software provider\u003C\u002Fa>. Salesforce has a \u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fin\u002Fcustomer-success-stories\u002F?ref=blog-api.saastube.io\">\"Customer Stories\" page\u003C\u002Fa> on its website, which features videos, case studies, and success stories from its customers.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh3.googleusercontent.com\u002FYfji5xQryQZfYtzcXPORmSBTxjClTVOD_B6HQFw1JCm5q-rYM8m5Zrp6q7p72Z2S1e_-jlDXtwsACK3relLB_ZmlWS8nv14oUT1HdI_c7qMy-U-cXUYAa9S2iLWPNrGlRjB4XdybbZ2Mqho3l97HpfY\" class=\"kg-image\" alt=\"Salesforce customer stories\" loading=\"lazy\">\u003Cfigcaption>Source: Salesforce\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>These stories showcase how businesses across various industries have used Salesforce's products to solve specific problems and achieve their goals.\u003C\u002Fp>\u003Cp>For example, one success story features a healthcare provider using Salesforce to streamline patient communication and improve the patient experience. By sharing these stories, Salesforce can provide real-world examples of how their products can help businesses in different industries succeed.\u003C\u002Fp>\u003Ch3 id=\"4-thought-leadership-videos\">4. Thought-leadership videos\u003C\u002Fh3>\u003Cp>B2B SaaS companies use thought leadership videos to position themselves as industry experts. They also use these videos in customer training to educate their customers about broader industry trends and issues.\u003C\u002Fp>\u003Cp>These videos can take many forms, including interviews with subject matter experts,  panel discussions, or presentations specific to an industry.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fahrefs.com\u002F?ref=blog-api.saastube.io\">Ahrefs, an all-in-one SEO toolset\u003C\u002Fa>, is famous for its videos on optimizing for SEO. Over the years, they have established themselves as the thought leaders in the SEO space. Thanks to their Youtube knowledge base of SEO help, they have become a reliable source of SEO advice.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh3.googleusercontent.com\u002FOGs6o2DO1NLss5oRLkraNG2VXhvVya541gYgUwSNLVPvU6ij22KDJnuotNYodkPSGXmFpXmAoR8fDP5YlZQOtHIWKSPPI6jsIU47g5FsWaYRoUS0_STs-CPdxsQowqP_V9r_knGLQhL8MCw1GBgp5V4\" class=\"kg-image\" alt=\"Ahrefs how to youtube videos\" loading=\"lazy\">\u003Cfigcaption>Source: Youtube of Ahrefs\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Thought leadership videos can help to establish the company as a thought leader in their industry. They can also build trust with their customers by providing valuable education and insights thereby improving customer retention.\u003C\u002Fp>\u003Ch3 id=\"5-in-app-videos\">5. In-app videos\u003C\u002Fh3>\u003Cp>B2B SaaS companies can embed short tutorial videos directly into their products to guide users through specific workflows or features. These videos can be accessed on-demand within the product interface, providing users with a seamless and contextual learning experience.\u003C\u002Fp>\u003Cp>In-app videos can be particularly effective for educating users who prefer to learn by doing. Customer education teams also use this for a self-serve product that needs less human involvement from support.\u003C\u002Fp>\u003Cp>An effective customer education plan will transform inexperienced buyers into devoted customers who continuously find value in your offering. Constant value is also the secret to increased revenue, quicker product growth, and long-term retention.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-customer-education\u002F?ref=blog-api.saastube.io\">Trainn is a video-first customer education tool that addresses your end-to-end customer education needs.\u003C\u002Fa> The best part is that you can record video tutorials of your product. You can add speech to the video for guidance. And you can even embed it in areas of your product that require more human touch.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up??ref=blog-api.saastube.io\">Let’s hop on a call\u003C\u002Fa> to understand how videos can help you with building a customer education stategy.\u003C\u002Fp>","6400a40571a28704ea4599e8","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F03\u002FVideo-For-CE.jpg","2023-03-02T13:26:29.000+00:00","2026-06-03T06:19:59.000+00:00","2023-03-02T13:35:34.000+00:00","With the rise of remote work and e-learning, videos provide a versatile and accessible way for customers to learn about a company's products and services from anywhere in the world. So how can we use videos to build trust and credibility with customers? ","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-use-videos-in-customer-education-5-ways\u002F",[111],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},[113,119],{"id":114,"name":115,"slug":116,"description":117,"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":118},"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",{"id":31,"name":32,"slug":33,"description":34,"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":35},{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":114,"name":115,"slug":116,"description":117,"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":118},"https:\u002F\u002Fblog-api.saastube.io\u002Fhow-to-use-videos-in-customer-education-5-ways\u002F","How to use videos in your customer education strategy?","How to use videos to better your customer education strategy?","Spruce your customer education strategies by digging deep into insights on five ways to use videos in your customer education strategy, along with examples.",{"id":127,"uuid":128,"title":129,"slug":130,"html":131,"comment_id":132,"feature_image":133,"featured":13,"visibility":14,"created_at":134,"updated_at":135,"published_at":136,"custom_excerpt":137,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":138,"authors":139,"tags":141,"primary_author":148,"primary_tag":149,"url":150,"excerpt":137,"reading_time":67,"access":40,"comments":13,"og_image":19,"og_title":129,"og_description":137,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":151,"meta_description":152,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198067b","659e30fc-8348-42ba-a6d6-1d731c5453b4","5 Customer Retention Strategies you Need for your B2B business in 2023 (with examples)","5-b2b-customer-retention-strategies-with-examples","\u003Cp>Whether you take your coffee with two shots and no sugar or with a jittery heart as the whiff of coffee passes, you will know what Starbucks is. \u003C\u002Fp>\u003Cp>But \u003Ca href=\"https:\u002F\u002Fpromotedigitally.com\u002Fstarbucks-is-a-bank-macdonlads-real-estate\u002F?ref=blog-api.saastube.io\">‘Starbucks is not what it seems,’ claims an article from 2022\u003C\u002Fa>, which digs deeper into the company's origins, started by Jerry Baldwin, Gordon Bowker, and Zev Siegl. What was initially created to trade coffee beans and tea leaves grew into a global chain of coffee houses, but that is something everyone knows. The article scrutinizes a little-known fact about Starbucks that people do not pay much attention to. \u003C\u002Fp>\u003Cp>It is claimed that the deposits made on Starbucks Loyalty cards are greater than those of some of the biggest banks on wall street. The article further explores how the money deposited into the card can only be used to make purchases from Starbucks and cannot be withdrawn. \u003C\u002Fp>\u003Cp>Apart from this system opening up an avenue for easy interest-free cash flow for the company, the reward system has helped multiple customers repeat purchases for extra points and lucrative personalized gifts that can be redeemed. \u003C\u002Fp>\u003Cp>Starbucks' loyalty program is an excellent retention strategy that benefits the company and its customers.\u003C\u002Fp>\u003Ch2 id=\"why-should-you-focus-on-customer-retention-now\">Why should you focus on customer retention now?\u003C\u002Fh2>\u003Cp>The intensity of customer retention strategies depends on the stage of the company. While it is advisable to look at retention from day one, Shopify came up with a graph to decode the level of importance companies of different sizes need to place on retention, which would help positively impact their revenue.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002FXpGIbBWvrK6BuvZu3z6HDDLkuuRa2qXyRrel_MOGZLbUilc6Y_Bb2z35X9ViZ4nEnmXhceEw8oYX4Og--_UQkg2vJP42hAi1yqh26GqycNGnnxZLemqAALvg_5GRtH9R-uGJDydfZbC3LlgVIHVJg1zGuOpjpwymSnn-sAS1WJ1Dh0gdspLoHQDK7lqpvg\" class=\"kg-image\" alt loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>While you can focus on retention campaigns and one-off rewards when you build traction, full-fledged retention strategies like loyalty programs would benefit as the company gets well established. This is also when you have time and the budget to accommodate this.\u003C\u002Fp>\u003Ch2 id=\"5-customer-retention-strategies-with-examples\">5 customer retention strategies with examples\u003C\u002Fh2>\u003Cp>You Mon Tsang, the CEO of Churnzero, which helps companies manage other companies, got the box seat view into the upcoming recession. In a \u003Ca href=\"https:\u002F\u002Fhbr.org\u002F2022\u002F12\u002Fin-a-downturn-focus-on-existing-customers-not-potential-ones??ref=blog-api.saastube.io\">recent Harvard Review article\u003C\u002Fa>, he elaborated that focusing on existing customers is the best way to cope with the dwindling acquisition and leaking churn that we are to witness in 2023.\u003C\u002Fp>\u003Cp>This got us thinking if your customers threatened to churn today, what can you do to retain them?\u003C\u002Fp>\u003Ch3 id=\"1-surprise-your-customers-by-being-empathetic\">1. Surprise your customers by being empathetic\u003C\u002Fh3>\u003Cp>Customer data’s unheralded benefits lie in letting businesses be more human. Knowing your customer’s spending patterns can help you understand them.\u003C\u002Fp>\u003Cp>Take the example of McDonald’s.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002Fgl1HhQjc2ZvM_8yKGDg-7EoFJw6fNRP21NheFWr9KnYrV4r0VVGakWEwsLM9uvE3W_XNwyHWPlCwjWccxf1k44tqxaD81V0HfmN_Ngfrlzmi-KmlLdotPlDF5TjL0OZISel85Rb0JmXXdP4FU2Opp0nHOrEee1QrKehF9D2obyHwaNVx6j7d1CxDftnbZg\" class=\"kg-image\" alt=\"Mc Donald's customer experience\" loading=\"lazy\">\u003Cfigcaption>Source: Jay Parekh LinkedIn\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>A small timely handwritten\u002Ftyped-out message can strike a chord with your customers.\u003C\u002Fp>\u003Cp>Offer your customers gifts and discounts from time to time. Surprising your customers will make them feel good and motivate them to share the news, which leads to good reviews and word-of-mouth marketing.\u003C\u002Fp>\u003Ch3 id=\"2-start-at-customer-onboarding-\">2. Start at customer onboarding.\u003C\u002Fh3>\u003Cp>The \u003Ca href=\"https:\u002F\u002Fwww.customersuccesscollective.com\u002Fthe-state-of-customer-retention-2022\u002F?ref=blog-api.saastube.io\">Customer Success Collective\u003C\u002Fa> interviewed 86 SaaS professionals from around the globe, with 88% from B2B SaaS.\u003C\u002Fp>\u003Cp>They found that 84% highlighted customer onboarding as one of the customer retention strategies. \u003C\u002Fp>\u003Cp>A good onboarding process keeps the customer engaged from step one, helping them understand the value of your product and, in turn, use it to its full potential. But it is also essential to provide the correct information to the right people during onboarding and make the experience easy to access and understand.\u003C\u002Fp>\u003Cp>Trainn’s onboarding process is very straightforward and emphasizes people feeling free to ‘play around’ with the tool. It also marks a tick and a cross to denote the progress while showing explainer videos that help understand each step in precise detail. \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?_ga=2.54413224.1262289739.1673276686-1447369954.1657691803&ref=blog-api.saastube.io\">You can check our Trainn’s onboarding process to understand in detail.\u003C\u002Fa>\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"3-build-a-community-not-a-brand-\">3. Build a community, not a brand.\u003C\u002Fh3>\u003Cp>Most SaaS companies build a community around their products for four main reasons,\u003C\u002Fp>\u003Cul>\u003Cli>Support\u003C\u002Fli>\u003Cli>Communication\u003C\u002Fli>\u003Cli>Distribution\u003C\u002Fli>\u003Cli>Content hub.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>While most communities around SaaS lie in support, some of them overlap. Zapier, for example, has a community where people can share the zap automation recipes they have created. \u003C\u002Fp>\u003Cp>The level of exclusivity varies in these communities as some are open to everyone while others can be particular with specific rules. This decision is dictated by what your company expects out of its communities.\u003C\u002Fp>\u003Ch3 id=\"4-personalize-your-interactions-with-your-customers-\">4. Personalize your interactions with your customers.\u003C\u002Fh3>\u003Cp>Email marketing is one of the best avenues for customer retention. It can start with a ‘Thank you for availing our service’ to, ‘‘We miss you, here’s a coupon to continue to the paid plan,’ or ‘Here’s a new feature that made us think of you.’\u003C\u002Fp>\u003Cp>Customizing drip email campaigns based on user activity can help send a timely message to your users and lead them to the next action step.\u003C\u002Fp>\u003Cp>Crate & Barrel, a home furniture store, sends mail with related products to buy, cross-selling within their product range.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fc1xfSKoGcQiP7Ta9h4KXZx2WvKG-fU2RzedHxVXW1Q9EMnU6chu-X1zKpyi5pCuibygW5bpvaZFCsl9EpPpv5cVOMHLTMK6esYCVOPLxkFouSfJSTHSzrpzvnjPmRCkic3yX-OyHsu60noF9Lmo4pPdma2LQvbYLgxL8VIdxZ1KgDgAgPWk1LmS7AIa1pA\" class=\"kg-image\" alt=\"Omnisend\" loading=\"lazy\">\u003Cfigcaption>Source: Omnisend\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Another way of interacting with your customers is being active on social media and interacting with your followers. This makes them feel heard and builds a bond between the user and your company beyond the comments section of a post.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fe0gjyzWtMdfUfjFA75G4pXwlgIhPvsrD7Um2LsfF7ofanmI5JFdZKw7y3wyeq9I5Ix0ps_VuRriYK3NGmEzGqxI2Q4qdijXTIvB-gdQjJpeHOFKK9AtynYnfWLl4MAmEC_9ddsWu1Xxw1rq6xYbyPw1QRu3VKL31Mtq5V6OdIk6jUasnF9Mp0SxME6Ox8Q\" class=\"kg-image\" alt loading=\"lazy\">\u003Cfigcaption>Source: Saninsbury Twitter\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>And sometimes, it's okay to have fun with your customer service experience as Sainsbury did.\u003C\u002Fp>\u003Ch3 id=\"5-keep-track-of-the-metrics\">5. Keep track of the metrics\u003C\u002Fh3>\u003Cp>The recent report by \u003Ca href=\"https:\u002F\u002Fwww.customersuccesscollective.com\u002Fthe-state-of-customer-retention-2022\u002F?ref=blog-api.saastube.io\">Customer Success Collective\u003C\u002Fa> noticed that SaaS always keeps a close eye on retention metrics. In fact, a majority of the respondents track their metrics weekly.\u003C\u002Fp>\u003Cp>Three of the critical metrics to track concerning retention would be\u003C\u002Fp>\u003Cp>Churn rate: which helps you understand the customers you have lost in a particular period.\u003C\u002Fp>\u003Cp>\u003Cstrong>Churn rate = Total Customers lost during x time\u002F Total Customers at the start * 100\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Customer lifetime value: this refers to the total amount of money a customer will spend on your business throughout their tenure with you.\u003C\u002Fp>\u003Cp>\u003Cstrong>CLTV = customer value x average customer lifespan \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Net promoter score: it is a measure of the satisfaction of your customers.\u003C\u002Fp>\u003Cp>A net promoter score of above 50 is good, while a score above 80 is said to be world-class by Bain & Co. It is usually calculated by subtracting the % of promoters from the % of detractors.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002F7O6ZRamW2Gud0adtM0KRWfwUIXS0OEJMhvnrK4mSHj24a1rXpWHHBjFsaTHSqioSI2j3hGZEvvUg1oPEdxbTJhcJtz5H6Dp3UdvztW8qgGCzs6mwGpm4Z3Bhft3Dx1nrP1VMP3SE70bEs0UEfD-gw1CMxXA8A7LNyL-ab-rOyzCA_SzBQNKgTi0QADBfxw\" class=\"kg-image\" alt loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>But there are many other metrics that companies use and above are some of the top metrics businesses in SaaS find solace in.\u003C\u002Fp>\u003Cp>For SaaS businesses, a 35% retention rate is good. However, it all comes down to how one calculates retention and the metrics they use that matter to their business. Overall, a company should be wary of its health and the general feeling of the customers concerning its offerings. \u003C\u002Fp>\u003Cp>An omnichannel customer education plan would support customers with the correct information through all means. Let’s grab a coffee and discuss how customer education can help your company’s retention.\u003Cbr>\u003C\u002Fp>","63cf9bac71a28704ea4598c3","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FCustomer-Retention-5-05.png","2023-01-24T08:49:48.000+00:00","2023-09-14T07:55:41.000+00:00","2023-01-24T09:00:59.000+00:00","Starbucks is not what it seems. The recession is fast approaching. How do B2B SaaS companies survive in an era of low customer acquisition and churn.","https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-b2b-customer-retention-strategies-with-examples\u002F",[140],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},[142],{"id":143,"name":144,"slug":145,"description":146,"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":147},"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":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":143,"name":144,"slug":145,"description":146,"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":147},"https:\u002F\u002Fblog-api.saastube.io\u002F5-b2b-customer-retention-strategies-with-examples\u002F","5 Customer Retention Strategies your B2B Business Needs in 2023 ","What are some customer retention strategies that your business can use today to help you in 2023? Check out a few tips in our blog, along with examples.",{"id":154,"uuid":155,"title":156,"slug":157,"html":158,"comment_id":159,"feature_image":160,"featured":13,"visibility":14,"created_at":161,"updated_at":162,"published_at":163,"custom_excerpt":164,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":165,"authors":166,"tags":168,"primary_author":175,"primary_tag":176,"url":177,"excerpt":164,"reading_time":178,"access":40,"comments":13,"og_image":19,"og_title":156,"og_description":164,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":179,"meta_description":180,"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",[167],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},[169],{"id":170,"name":171,"slug":172,"description":173,"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":174},"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",{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"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":28},{"id":170,"name":171,"slug":172,"description":173,"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":174},"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?",{"page":182,"limit":183,"pages":184,"total":185,"next":186,"prev":187},"56",6,58,347,"561",55,[189,195,196,197,198,199,200,204,210,214,220,225,231],{"id":190,"name":191,"slug":192,"description":193,"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":194},"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":31,"name":32,"slug":33,"description":34,"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":35},{"id":170,"name":171,"slug":172,"description":173,"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":174},{"id":59,"name":60,"slug":61,"description":62,"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":63},{"id":86,"name":87,"slug":88,"description":89,"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":90},{"id":143,"name":144,"slug":145,"description":146,"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":147},{"id":201,"name":33,"slug":202,"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":203},"6a8d64776a3cde00011046c2","customer-education-2","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education-2\u002F",{"id":205,"name":206,"slug":207,"description":208,"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":209},"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":211,"name":212,"slug":212,"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":213},"6a8d64776a3cde00011046c3","onboarding-video","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fonboarding-video\u002F",{"id":215,"name":216,"slug":217,"description":218,"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":219},"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":221,"name":222,"slug":223,"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":224},"6a9193cfb78148000171418c","Templates","templates","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Ftemplates\u002F",{"id":226,"name":227,"slug":228,"description":229,"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":230},"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":114,"name":115,"slug":116,"description":117,"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":118},1792661181214]