Maria Fernandes

Maria Fernandes

Customer Success Manager

Recent Posts

customer education, customer retention

How to reduce Time to Value with an online Customer Academy

Time to value (TtV) is a valuable business metric: it describes the amount of time it takes for your customer to get actual value from using your product. In other words, it is the time it takes your customer to experience the value they were promised.

3 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

How to create the perfect user guide for SaaS

Are you a digital trailblazer that works with a software as a service (SaaS) product? Have you been navigating the realms of app integration, organic growth and cloud reliability? Are you ready to take on the challenge of creating the perfect user guide for your product? Then this article is for you.

3 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

How your customer academy provides insights about customer needs

Have you realized that your customer training academy is a valuable source of customer feedback? This article will delve into this topic and help you understand the usefulness of your learning academy in gathering customer insights.

2 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

Why customer training drives product adoption

Product adoption and client engagement are key factors to the success of any business. That said, not all companies are already leveraging customer education’s benefits for customer success.

2 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

The Contact Centre daily challenges you can fix with online video training

Managing a contact centre requires a huge amount of flexibility: organisations needs to be able to successfully manage the daily operations of the workforce across multiple channels in order to ensure that every customer request — regardless of channel and personal journey — is fulfilled. This means juggling many activities, different people, diverse time zones… let alone the onboarding, ongoing training and reporting for all agents at all locations. This is a very demanding job, no doubt. But there is one thing that can help you ease this load and overcome some of the challenge of contact centre management: online video training.

3 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

7 steps to set up Customer Training (download free guide)

In this guide, you will find the 7 steps you need to take to set up an effective and efficient Customer Training in your company. 

Maria Fernandes, Customer Success Manager Continue reading

sales training, human resources

How to get your team onboard with training without making it mandatory

Getting your team excited about corporate training isn’t always easy. This article will show you a few simple steps you can take to ensure the necessary by-in to your learning opportunities without issuing an ultimatum.

2 min read Maria Fernandes, Customer Success Manager Continue reading

customer success, customer service

What’s the difference between customer service, customer success and customer support?

Customer service, customer support and customer success are sometimes used interchangeably to refer to the same service. But do you know the difference between the three?

2 min read Maria Fernandes, Customer Success Manager Continue reading

customer education, customer retention

Customer activation - show value from day 1

How satisfied are you with your customer onboarding process? Would you say it is as effective as it could be? Are you confident your customer funnel does not become narrower after their first visit? In business, as in real life, you generally only have one chance to make a strong impression. A successful customer onboarding strategy does more than attracting customers: it also makes them stay, converting them into long-term paying users.

3 min read Maria Fernandes, Customer Success Manager Continue reading

video training, online training

5 Reasons why customers leave and 5 tips to prevent it

Customers are the backbone of a business. Without customers, a business loses more than revenue: it loses purpose. Attracting and retaining customers is a top priority for any company. Ironically, these are also the top-of-mind challenges most business owners quote when asked about what’s holding them back.

4 min read Maria Fernandes, Customer Success Manager Continue reading

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