Archive | May, 2014

User Nurturing with a Twist—and Why It’s Critical to Customer Success

In a perfect world, we’d like to see all provisioned users become loyal users—but the reality is that even getting a majority of users to adopt (let alone become loyal users) can be a struggle. At the same time, reaching majority adoption is critical to renewing a customer. So how do you tackle this adoption challenge? Through user nurturing. You need to make sure that every user is contacted at the critical stages in your onboarding process—with training, best practices, and (of course) reminders. In fact, even a simple login reminder can have a significant impact on adoption. But you can do even more. Consider the situation of one SaaS company from our data. The company defined users into three […]