{"id":2744,"date":"2020-01-16T10:00:00","date_gmt":"2020-01-16T10:00:00","guid":{"rendered":"http:\/\/138.197.200.24\/resources\/blog\/customer-success-with-product-experience\/"},"modified":"2026-07-31T11:10:29","modified_gmt":"2026-07-31T11:10:29","slug":"customer-success-with-product-experience","status":"publish","type":"blog","link":"https:\/\/www.smartkarrot.com\/resources\/blog\/customer-success-with-product-experience\/","title":{"rendered":"Increase Customer Success with Stellar Product Experience"},"content":{"rendered":"
\n

SaaS companies rely on happy customers for success. Monthly subscriptions mean you have to sell your product each month. If a service doesn\u2019t meet a customer\u2019s needs, or the customer is dissatisfied with a product, the customer can easily cancel. To maintain customers \u2014 to reduce the churn rate \u2014 SaaS companies must provide ongoing value. One way to ensure that customers use and maximize the value of a SaaS solution is to build a great product experience.\u00a0 <\/p>\n

<\/div>\n
<\/div>\n

Product experience: optimizing a
\npath to customer success<\/h2>\n

Product experience is a subset of user experience that focuses on what it is like to use an application or service from the moment a customer logs in, to when the customer logs off. It is meant to take a holistic approach of the entire use of the product, so it attempts to measure satisfaction across the board. Optimal experience is engaging, value-providing, pleasant, and goal-oriented. In other words, the best products are those people like using, and which solves their goals. And, like many things in life, products need to deliver an experience that changes based on customer needs.<\/p>\n

Customer success is the ultimate goal with
\nSaaS, as it fuels SaaS growth. Product use is a key indicator of customer
\nsuccess. Customers get more from a product when they use it as optimally
\ndesigned and in ways that provide the most value. For example, if an app
\nprovides but no explicit or implied direction as to the next steps after login,
\nthen the app is not offering a product experience that encourages optimal use.
\nProduct experience provides a perspective from inside the four walls of an app
\nor platform. <\/p>\n

<\/div>\n

Good product experience draws in
\nmore regular users <\/h2>\n

An optimal product experience does more than enable a higher degree of more effective customer use; it also builds user loyalty. When your customers are loyal, they renew. Equally important, loyal customers spread the word of their successes with your product, providing a source of the cheapest and most effective leads for new business. The goals of every SaaS business should be to attract new customers, keep existing customers happy, and grow organically and profitably. Actually, that\u2019s those goals are all on-point for the success of any<\/em> business. Product experiences that lead to increased loyalty include those that feature:<\/p>\n

    \n
  • A simple and comfortable
    \nenvironment. The best products are intuitive and natural to use, with less
    \ndazzle and more impact.<\/li>\n
  • Clear and fast communication. Make
    \nit easy for customers to get answers, and they\u2019ll be less likely to get
    \ndisengaged.<\/li>\n
  • Concern for the customer. Your
    \nSaaS product should help your customers meet their goals. Unless your company
    \nhas, and your product displays, genuine concern for the customer, you\u2019ll likely
    \nnot entirely know what these goals are.<\/li>\n
  • Rewards for use. Your product\u2019s
    \nquality should drive use but providing reward incentives for use can help boost
    \ncustomer success.<\/li>\n
  • Referral rewards. Incentivize your
    \ncustomers to bring you new business and reap the benefits of economical leads
    \nthat are easier to convert.<\/li>\n<\/ul>\n

    Speaking of the power of referrals, optimizing
    \nproduct experience goes a long way in increasing a SaaS company\u2019s Net Promoter
    \nScore (NPS). To measure NPS you ask your customers to answer, on a scale from
    \nzero to ten, how likely they are to refer others to your business. The results
    \ngive insight into customer success since in general, only those who have
    \nexperienced positive results refer others to a product or service. If you offer
    \na stellar product experience, then your customers will be more likely to
    \nrecommend your company.<\/p>\n

    How to improve the product experience<\/h2>\n

    The correlation between product experience and
    \ncustomer success seems simple, but the trick is in its execution. Optimal
    \nproduct experience requires several considerations and activities to ensure
    \nthat customers will enjoy using your product and will encourage others to try
    \nit out. Here are several tested steps and techniques to help you identify the
    \nproduct experience your customers need:<\/p>\n

    Leverage metrics<\/strong><\/h4>\n

    The number one reflection of product experience is usage. If your customers are not using your product, then they likely have an issue with the product experience. Collect data on usage from a variety of sources, including app analytics and customer communication. Find out why the usage may be less than optimal and dig deeper to address any concerns.<\/p>\n

    <\/div>\n

    Validate features<\/strong><\/h4>\n

    Today\u2019s SaaS offerings can be filled with features but ensure to only maintain those that are useful and which are being used by customers. Avoid product bloat by giving your customers what they want and need and nothing extraneous or unnecessary. While these bells and whistles may seem like benefits, unless they work well and solve problems, they can drag down product experience.<\/p>\n

    <\/div>\n

    Ask customers a simple question<\/strong><\/h4>\n

    One simple way to improve product experience is to make your customers feel that you are concerned about them. A simple polling question embedded into the product experience, such as \u201cwhat are your goals today?\u201d or \u201cwhy did you visit us today?\u201d can be a source of valuable information and provides a quick route to issue resolution.<\/p>\n

    <\/div>\n

    Embrace the change driven by customer feedback<\/strong><\/h4>\n

    Culturally, your organization should be receptive to change and constructive criticism. Give customers the ability to easily provide feedback, then train your employees to understand that your product is progressive and aimed at continually striving for improvement.<\/p>\n

    <\/div>\n

    Make onboarding a priority<\/strong><\/h4>\n

    Don\u2019t leave your customers in the lurch. Once they sign up, they should have numerous opportunities and experiences in the app or product that lead them to success. Onboarding should be welcoming, interactive, and informative.<\/p>\n

    Superior product experience drives greater adoption rates and overall customer success. Focus on improving product experience and get to know your customers so you can tailor an in-app experience that encourages optimal use. <\/p>\n

    SmartKarrot helps SaaS companies identify
    \nissues that can hold back product experience. Track and improve adoption rates,
    \ndetermine your NPS, drive true engagement, and more through our intuitive
    \nplatform that aims at your customer\u2019s success. <\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    SaaS companies rely on happy customers for success. Monthly subscriptions mean you have to sell your product each month. If a service doesn\u2019t meet a customer\u2019s needs, or the customer is dissatisfied with a product, the customer can easily cancel. To maintain customers \u2014 to reduce the churn<\/p>\n","protected":false},"author":5,"featured_media":2743,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"Increase Customer Success with Stellar Product Experience","_yoast_wpseo_metadesc":"SaaS companies rely on happy customers for success. 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