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

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

Freshworks rose from Chennai to Wall Street with a $3.8 billion valuation, strong U.S. growth, AI-powered SaaS products, and ...

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

The true cost of SaaS waste goes beyond just needless spending; it also creates security risks, compliance blind spots and ...

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

Typically in a software as-a-service (SaaS) business, growth and profits are always tied up to the ability to retain customers and prevent churn. And a lot of this is dependent on ensuring that the ...

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

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

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