Understanding Your Customer’s Desired Outcome

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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]

You’re Doing Annual Pre-Pay Renewals Wrong

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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]

How-to Avoid SaaS Free Trial Abuse

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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]