SaaS providers can retain customers by offering product-related education

New Ideas in MarketingEssential news for marketers, summarised by YouGov
July 31, 2019, 2:57 PM UTC

According to Gartner, 81% of consumers expect to be competing mostly or entirely based on customer experience in less than two years.

This piece suggests brands should establish two-way communication with their consumers to reduce customer churn. Regular interactions with customers can help brands know their expectations and solve their pain points.

Brands can provide customers with various kinds of training, including hands-on proof of concepts and tutorial videos. SolarWinds’s VP of marketing and strategy Gelardo A. Dada says that educational programs can be a powerful tool for customer retention as “customers learn to get more value out of the products.”

The author suggests brands should write easy to understand and jargon-free FAQ pages and help sections. They should make sure that the resource section is easily understandable and regularly updated.

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