Customer Success: The Definitive Guide

Screen Shot 2014 03 29 at 12.33.57 AM Customer Success: The Definitive GuideMy original definition of the SaaS Business Model, published way back in 2009, included a tight-coupling of Core Product/Intellectual Property, Marketing, Revenue Model, and Network Centricity… but now I’m modifying the definition to include Customer Success.

Having worked with over 300 SaaS companies – as well as Enterprise Software vendors migrating to SaaS – I can say without a doubt that Customer Success must be a fully-integrated, tightly-coupled component of a complete SaaS Business Architecture.

Why? Simply put: No Customer Success = No Your Success.

Said another way… Customer Success is the new “vendor lock-in” … you make sure they’re successful, they make sure you’re successful. It’s a Win-Win!

Said yet another way – and this cannot be overstated – if your customers are not achieving “success” with your SaaS, your success is at risk.

Of course, what “success” looks like for your customers is 100% unique to your customers in the context of your product. So while there’s not a one-size-fits-all definition of lower-case customer success – that’s up to you to know – as far as the concept of upper-case Customer Success is concerned, I’ve attempted to define that for you.

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22 Ways to Reduce Churn with Growth Hacking

reduce churn growth hacking 300x187 22 Ways to Reduce Churn with Growth HackingAs the SaaS industry continues to rapidly mature, more folks are looking at churn in SaaS companies – investors, analysts, executives, consultants, etc. – and more and more methods of measuring churn are going to surface… and that’s awesome.

Of course, the problem is that, while analytics and metrics and new ways of measuring churn are fantastic – and no matter how you slice it, accurately measuring churn is not actually that simple – ultimately it’s what you do with that data that matters.

So… even with all the different ways of measuring churn, how do you actively retain customers?

What methods, tactics, techniques, and ways of thinking will help you keep the customers you already have so you can more efficiently grow your SaaS business?

Enter… Growth Hacking.

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Freemium or Free Trial? There’s a Better Question

I answer this question all the time… should we go Freemium or Free Trial for our SaaS app?

And I get this question from companies of all stages and sizes, including pre-launch Startups, software companies moving to – or adding a product line based around  - the SaaS business model, or for later-stage SaaS companies that are questioning their current trajectory.

I assumed I’d covered this topic so much the answer was obvious… but apparently that’s not the case.

So now I’m going to address it once and for all… or at least I can point people to this post when I’m asked whether Freemium or a Free Trial is the better way to go.

It’s time to ask a better question.

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