The SaaS Vendor's Guide to Customer Engagement, Retention, and Advocacy

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Customer loyalty management and otherwise improving customer relationships is the key to sustained SaaS growth. And, ultimately, your product’s success. But getting engagement and retention where you want it is a journey you need to take with customers. It requires planning, imagination, a willingness to experiment, and having strategies in place to drive things like renewals, upsells, and cross-sells. Learn what’s worked for powerful companies like Dell, Cisco, and Pearson, only in this free ebook.

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you should read this ebook if...

  • You’re working with a SaaS product
  • You’re looking for real ways to improve your customer advocacy or want to try a formal customer advocacy and engagement program
  • You’re stuck in a rut with your customer acquisition and want to approach growth from a bit of a different perspective

about this ebook

Customer relationships sit at the heart of any company, successful or otherwise. It’s not just that you need them to survive as a business in the most basic sense. Their advocacy can make or break growth. So instead of thinking in terms of “starting a relationship,” it might be more helpful to consider your business as forging connections with people. What really resonates with your customer base? What types of engagement can power a customer advocacy program? You might start to answer this question by going out and…

Customer loyalty management and otherwise improving customer relationships is the key to sustained SaaS growth. And, ultimately, your product’s success. But getting engagement and retention where you want it is a journey you need to take with customers. It requires planning, imagination, a willingness to experiment, and having strategies in place to drive things like renewals, upsells, and cross-sells. Learn what’s worked for powerful companies like Dell, Cisco, and Pearson, only in this free ebook.

The SaaS Vendor...InfluitiveCustomer Experience & JourneyThe SaaS Vendor's Guide to Customer Engagement, Retention, and AdvocacyWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.The SaaS Vendor...InfluitiveCustomer Experience & JourneyThe SaaS Vendor's Guide to Customer Engagement, Retention, and AdvocacyWhat does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

Customer relationships sit at the heart of any company, successful or otherwise. It’s not just that you need them to survive as a business in the most basic sense. Their advocacy can make or break growth. So instead of thinking in terms of “starting a relationship,” it might be more helpful to consider your business as forging connections with people. What really resonates with your customer base? What types of engagement can power a customer advocacy program? You might start to answer this question by going out and…

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How do you determine when customers are engaged/invested enough in your brand to make an ask?

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The SaaS Vendor's Guide to Customer Engagement, Retention, and Advocacy
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The SaaS Vendor's Guide to Customer Engagement, Retention, and Advocacy
Reviewed by
Alissa Pagano
4.6
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Value

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What we loved:

This SaaS customer guide gets way more in-depth and actionable than we originally thought it would. It’s also one of the best examples of leveraging case studies that we’ve seen. Here, the studies function as proof: they back up and add weight to each of Influitive’s suggestions. It actually feels what they’re suggesting is a direct result of examining each case and pulling out what made it effective.

What we didn't love:

If anything, this ebook could benefit from a little more length, giving each section space to breathe. As it is, everything feels like it got a little bit smushed down in service of keeping each suggestion 1-2 pages long. Better formatting could go a long way to improve readability/skimmability.


38 pages
Table of Contents
External References
ISBN
978-8821319068

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