Engaging at Scale: The Secret to Automating Personal Emails

Customer Success bot transparent 683x1024 Engaging at Scale: The Secret to Automating Personal EmailsAbout a year ago I shared my super top-secret way to automate personal emails more effectively – called the “Customer Success bot” method -with the awesome folks on my mailing list.

Since then, I’ve come up with several new uses for this framework that have proven to be incredibly effective and I’ve shared those below that go far beyond just the welcome email.

Now some people will wonder why I share these things publicly when they’re obviously incredibly valuable – and make no mistake, they are INCREDIBLY valuable – but releasing them publicly won’t diminish that value.

And personally, putting these things out there for the world to see just forces me to get even more creative to stay ahead of the pack.

But first, let me give you a little context…

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5 “Invite a Friend” Hacks to Drive Rapid Growth

invite a friend or 7 5 Invite a Friend Hacks to Drive Rapid GrowthWhen was the last time you invited your friends or co-workers into an app after you just signed-up for the free trial?

When was the last time you imported your address book right after you opened an app for the first time?

Right.

So why do you expect your users and customers to behave differently?

Unless you have specific intel indicating they will share your app with everyone immediately after first interacting with you (like, for instance, my Mom is your target audience), then you should probably assume they won’t.

And if you sell to a B2B Audience, you should double-down on that assumption.

Here’s why and how to overcome that…
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The Myth of Unavoidable Churn

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When it comes to customer churn, there are two kinds: avoidable and unavoidable.But I guarantee that the amount you label as "unavoidable" is actually much smaller than you think.I know, but..."Most of our churn is out of our control, so … [Continue reading]

Desired Outcome drives Customer Success

Desired Outcome - try again

So... what does Success look like for your customer? That's the question that's at the base of my wildly popular "The Secret to Successful Customer Onboarding" article.But it's not actually a very good question. What does "success" look like for … [Continue reading]

The Secret to Successful Customer Onboarding

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Customer onboarding has come up a lot lately, which is great since having a poor onboarding experience for your customers can pretty much kill your growth... if not your business.The first in-app experience your customer has with your product … [Continue reading]

7 Sanity Checks for Sending Cold Email

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Email Prospecting, the once-secret method (still) used (to great effect) by the hottest companies to get the attention of the biggest enterprises out there - even if all they talk about publicly is inbound marketing, adwords, and social - is no … [Continue reading]

The Correct Way to Handle Annual Pre-Pay Renewals

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Getting customers to pay up-front for a year is great... the challenge comes 12 months later at renewal time. There are four ways to do renewals, but only one right way.This came up on a recent Clarity call with a SaaS founder, and since annual … [Continue reading]

10 Growth Hacking Lessons from Dodgeball

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I hit Nick Mehta, CEO of Gainsight, right in the gut.And then I took a hard shot to the chest by Gainsight's New Business director.Working in a startup is rough, lemme tell ya.As Nick and I stood on the sidelines during this company … [Continue reading]

Save your Free Trial from the Bots

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At the Black Hat conference in Las Vegas, a security research duo showed how they built a cryptocurrency-mining botnet by leveraging cloud platform services - like Amazon Web Services, Heroku, or Google App Engine - using only Free Trials and … [Continue reading]

SaaS Free Trial Extension Requests are a Bad Sign

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I got this question about SaaS Free Trial Extension requests and I thought I'd answer it here, for all to see."Lincoln, that was a great guest post by Steli Efti from Close.io on sales mistakes that lead to churn. I was reading Steli's blog and … [Continue reading]