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Customers First: The Best B2B Customer Service Blog

A Breakdown of Software Usage in the United States

As we become more connected, the number of industries utilizing software to become more efficient continues to increase. Software can automate tasks that we have completed manually for years, sometimes decades, and can save time and money for many different types of companies. So what should you know about software usage in the United States? Here are a few interesting findingsā€¦

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Information security for SaaS companies

Businesses that offer Software as a Service (SaaS) to their clients have to deliver exceptional business-to-business (B2B) customer support and experience in one very important area: security. In fact, recent data found that among B2B decision makers 49 percent of companies are concerned about the security of their information when it is stored, managed and accessed from the cloud. Likewise, it should go without saying that  it is crucial SaaS companies integrate information security as a key component of their customer experience strategies.

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Challenges in SaaS Onboarding

We discussed the importance of SaaS onboarding in our last post. Now we'd like to address some of the challenges faced.

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Customer Onboarding is Essential in SaaS

We've written several pieces about Software as a Service (SaaS) and how it is very different from the old model of on-premise installation. The primary difference, for SaaS providers, is that subscription customers can easily cancel at any time - even before a break even or ROI is achieved. The key to retaining customers in this environment is engagement. Customers who use the product early on are more likely to remain customers, and the more they use it the happier they tend to be with it.

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In SaaS every employee is involved in sales

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