Stop Using these Anti-Customer Terms

Ugh... isn't dealing with customers that don't get it and having to hold their hand along the way or check-in with them to make sure they're okay, annoying? It's so nice when you can hand 'em off to someone else, right?I hear that all the time … [Continue reading]

7 Reasons to Optimize your SaaS Free Trial

For SaaS vendors, the Purpose of a Free Trial is to create a customer. Period.If you don't agree with that statement then you really won't like pretty much everything else I'm going to say in this article.Free Trials are not for tire-kicking … [Continue reading]

Desired Outcome is a Transformative Concept

Também disponível em Português por Mathias LuzOne of the most powerful concepts I've ever come across in business is the idea of the customer's Desired Outcome.And if you're thinking "one of the most powerful concepts in business" seems like … [Continue reading]

The Seeds of Churn are Planted Early

"The Seeds of Churn are Planted Early" is a phrase I came up with in early 2013, published shortly thereafter, and have said and used many times since.I wanted to go on record with that - BTW, if you see the term’s use outside of my work or that … [Continue reading]

5 Situations When Massive Churn is Just Fine

The mantra of "grow at all costs" - that seems to include acquiring wrong-fit customers (those who aren't your Ideal Customers), churn be damned - has popped up several times lately and my reaction to it is two-fold.First, I immediately thought … [Continue reading]

5 Lesser-Known Ways Churn Hurts your Company

The common refrain by SaaS experts that think business is just a math problem is that if a customer stays long enough to pay back the cost to acquire them (the metric is called Customer Acquisition Cost or CAC), they became a "profitable" customer … [Continue reading]

Podcast: Getting Inside the Minds of Your SaaS Customers

How do you define success for your SaaS customers?While it sounds simple, it’s not.Success is only achieved when your customers reach their Desired Outcome by their interactions with your company.But first, you have to understand what it … [Continue reading]

The Fiction that Friction Improves Customer Onboarding

A few months back an article was published that talked about how this popular brain training game (I can't remember what it's called) made their onboarding process MORE complex - not less - and increased their active users by 10%.While the … [Continue reading]

Customer Psychology and the Unexpected Power of Surveys

Surveys can be dangerous if used wrong, but can be super-powerful if used correctly!Whether it's the Net Promoter System to gauge customer satisfaction, doing pre-launch customer development work for your startup, or one of the myriad methods we … [Continue reading]

How Social Proof Actually Works in Marketing

I'm not a psychologist, but I play one every day as I try to figure out why people (users, customers, visitors, etc.) do what they do... and how to get them to do more of what I want them to do.I spend a lot more time reading books about - and … [Continue reading]

Customer Success Starts at Sales Done Right

After getting a demo of their new product from their Chief Data Officer (Luke Deka) while I was in Poland, I was excited to catch-up with Greg Pietruszynski, CEO of Growbots, when I got back to San Francisco.We talked about lots of different … [Continue reading]

Achieve Network Effect on a Smaller Scale

I was talking to my friend Piotr Zaniewicz the other day about the importance of network effects on SaaS businesses.I mentioned how the common misconception around network effects is that, in order to achieve a real network effect (this is the … [Continue reading]

Podcast: Customer Success is the Foundation of Your Success

Micky from Kahuna Accounting sent me an email to share that they grew their B2B business from 0 customers/0 revenue to 180 customers and $40k/month ($480k Annually) in just over a year, and a major part of that was their use of the Ideal Customer … [Continue reading]

3 Secrets of High-Converting SaaS Free Trials

While just about every B2B SaaS company offers a Free Trial - especially those with self-service sales models - in my experience, the percentage of SaaS companies that feel their Free Trial is "successful" is fairly low.Disappointingly low, … [Continue reading]

How To Get Sales To Help Test your Ideal Customer Profile

I was talking to the CEO of a SaaS startup on Clarity about a dilemma many companies go through.They've decided it's time to get deliberate about their progress and start testing their Ideal Customer Profile... but there's a problem.They … [Continue reading]

Stick Point: When Your SaaS Customer is Truly a Customer

In my recent article on accurately calculating your SaaS metrics, I mentioned how some customers shouldn't be considered customers yet.I referred to the fact that there's a "stick point" or that point in time in the early part of the customer … [Continue reading]

Free Trials Do Not Devalue Your Enterprise SaaS

The CEO of a SaaS company reached out to me on Clarity the other day and he had a very dangerous misconception that could seriously impact their potential as a company.I hope by talking about it here I can save more SaaS companies from falling … [Continue reading]

4 Undercover Ways to Hack Social for More Sales

How often do you hear the term "Social Selling" and either can't figure out what it actually means or just want to call shenanigans on it?You know you're not going to close a six-figure deal on Twitter, right? That's not reality. But that doesn't … [Continue reading]

The Success Gap: A HUGE Opportunity You Haven’t Considered

There is often a gap between the functional completion of your product and the customer's Desired Outcome.I call this the Success Gap.And this Success Gap that stands between what your product does and your customer's Desired Outcome is a … [Continue reading]

Your SaaS Metrics Are Wrong if You Include These Customers

A user is someone that uses your SaaS product, right? Or is it someone that signed-up? Or someone that's active? Or someone that logged in a few times? Hmm.Okay, so maybe defining a user is hard, but defining a customer is easy, right?A … [Continue reading]