I had to take issue in public with a very well known online accounting software company recently. And what I learned was that some SaaS companies are trying to embrace the Delight section of Inbound Marketing by responding to enquiries by email.
Whilst this could not strictly be viewed as nurturing existing clients in the recognised Inbound Methodology, it is an attempt by Geeks to resolve customer problems without actually having to physically talk to them.
Done carefully, it could actually be very successful.
However, in this instance, all it did was serve to inflame the situation and lead me to start looking at other providers after nearly two years of monthly subscriptions to this company.