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]

The Best SaaS Free Trial Length

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Here's a secret no one talks about: SaaS Free Trial Length is a Marketing Gimmick.There isn’t a best SaaS Free Trial length that works for every SaaS company, in every category, for every market. I know, that contradicts my reputation for saying … [Continue reading]

Ideal Customer Profile Framework

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I can't over-emphasize how important it is to have a clear definition of your Ideal Customer.Your Ideal Customer Profile - ICP - dictates (or should dictate) everything from the features and functionality of the SaaS product you build, to the … [Continue reading]

4 Sales Mistakes That Lead To High SaaS Churn

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I've said many times that the seeds of churn are planted early. Whether it's in your marketing - both the things you say but also the types of customers you target with your messaging and outreach - to the things you say and do during the sales … [Continue reading]

SaaS Free Trial: Requiring a Credit Card is Shortsighted

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I got this email asking whether to require a Credit Card to start a SaaS Free Trial or not and what the best Free Trial length is.So instead of just answering him directly, I decide to use it as the basis for this article.Here's the … [Continue reading]

5 Steps to Unstick Your Stuck SaaS Onboarding Flow

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The other day I got an email from a SaaS CEO friend of mine telling me his product team is finally ready to tackle a major problem with their onboarding flow during their Free Trial.It turns out they have one screen in the flow that is causing … [Continue reading]

Customer Success: The Definitive Guide

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My 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 … [Continue reading]