Abstract
In the Software as a Service (SaaS) startup landscape, effective user education is a critical factor for driving product adoption and ensuring customer satisfaction, both of which are essential for the successful promotion of software products. Traditional methods such as lengthy manuals and eBooks often prove frustrating to users due to their time-consuming nature. This paper addresses the pressing issue of user education in the SaaS industry and proposes customer-centric education guidelines based on a maturity model. These guidelines aim to advance and scale up the learning process, offering a more efficient approach to promoting SaaS products. In our study, we applied these guidelines within an Edtech company, leading to significant improvements in product adoption, user satisfaction, and cost-efficiency. Our findings underscore the necessity for founders and stakeholders in the SaaS sector to prioritize customer training. This research sheds light on the potential benefits of adopting innovative and user-friendly education strategies, ultimately contributing to the growth and success of SaaS startups.
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