Vol.12, No.4, November 2023.                                                                                                                                                                               ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

Developing Customer-Based Education Strategic Guidelines for Promoting a Software Product


Thair M. Hamtini


© 2023 Thair M. Hamtini , published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 12, Issue 4, Pages 2197-2207, ISSN 2217-8309, DOI: 10.18421/TEM124-30 November 2023.


Received: 02 July 2023.

Revised:   11 September 2023.
Accepted: 06 October 2023.
Published: 27 November 2023.




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.


Keywords – Customer education, maturity model, strategic guidelines, promoting SaaS products.



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