• A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work.
• One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting no real va...

When it comes to improving your product’s onboarding, there are two main things you need to do:

1: Define your product’s Aha! Moment: It’s where your customer realizes the amazing value your product provides.

2: Reduce time-to-value: You need to direc...

One of the most effective ways of reaching customers, particularly if they aren’t logging into your product enough, is via email.

While most SaaS companies already realize the value of marketing automation with email sequences, few have done the same with customer education.

The two t...

• The ultimate goal of this email sequence is to get these customers to start using this feature.
• The best way to do this is to make them aware of what the feature is, how it helps them, and how to use it.
• Setting up automated email sequences is a great way of improving custome...

• Most SaaS companies have a blog where they post regularly. But most companies only think about their blog as a marketing tool, not as a tool for customer education. 
• Your blog posts don’t just have to market your product, they can also contribute to customer education.
• Focus ...

An academy is essentially a course that helps customers learn how to use your product and become experts. Academies often delve deeper into the product than knowledge base articles do.

The great thing about an academy is that it makes you seem like experts in your field. You aren’t just off...

When faced with an issue or a feature they don’t know how to use, most customers will try to find relevant documentation to help them. Your knowledge base is often the first place they’ll look.

89% of millennials, who are one of the biggest purchasers of SaaS software, prefer to sea...