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 ...

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

It’s important for humans to be part of a community — vital even. Communities have been behind the scenes throughout human history, synthesizing and refining our visions of the future. Naturally, ...

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 ...

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 ...

Be easily reachable, answer their common questions and document areas that have room for improvement. Hire suitable representatives with a technical understanding of your products, keep a unique ...

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 ...

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 ...

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

Podium, a Utah-based SaaS company focused on small business customer interactions, added payments technology to its product suite today. The move accretes a new income stream to the company’s quickly ...