This week’s SaaS roundup features great tips on customer onboarding, designing a successful SaaS conference presence, building your tech stack and much more! Let’s get started…
First up is UserIQ‘s Erika Childers with some fantastic SaaS customer onboarding strategies aimed to inspire SaaS newcomers and veterans alike. Penned as a complementary addition to Childers’ larger opus ‘Introduction to Customer Onboarding‘, this article focuses on two of the main customer onboarding strategies covered in the guide. With the strategies discussed being both high-tech and high-touch, Childers spends some time explaining how to combine the two to create your best onboarding yet, and closes out the article with some tips for increasing impact with user segmentation.
The most efficient onboarding combines both high-tech and high-touch models to achieve scalability while still placing your customer success team in a proactive, rather than reactive, state. What’s the right formula for combining these two onboarding methods, though? It will depend on a few factors.– Erika Childers
Can you build a successful SaaS company without a Chief Technology Officer (CTO)? While Artset‘s Victoire Dumont has proven that it is indeed possible – she cautions readers not to embark on the journey unprepared. To hear Dumont tell it, the early days of the France-based SaaS were not at all easy, and she wants to ensure that readers don’t undergo the same challenges she struggled to overcome along the way. Her story is a powerful one, a deeply inspiring one and a highly educational one. We strongly recommend giving it the 6-minute read it deserves!
I’ve noticed that giving estimates is hard for programmers, especially when they don’t know the product. To do it confidently, they almost need to actually do the task, for which they are not paid. What happens is that they usually under estimate (especially if you’re working with junior programmers). They end up adding quick and dirty code to fit with the estimate. You’ll need to pay for a refactoring soon and the code might not be stable. They implemented the features the best way to fit the estimate, not the best way for the product.– Victoire Dumont
ChartMogul‘s Michelle Myung did SaaS businesses a great service by tackling an important subject few people have been talking about. With SaaS conferences becoming an increasingly important part of running a SaaS business, building a successful SaaS conference presence for 2019’s upcoming conferences is something more SaaS companies should prioritize. But where do you start? Myung takes readers through each step of the process, pointing out key factors along the way. From the design and layout of your booth to the product messaging – Myung’s got you covered.
For us, the creative process is not just an opportunity to put up an impressive booth and wow conference attendees, but also a chance to project what we believe in as a team. We find that this allows us to start and nurture many relationships which turn into meaningful long-term partnerships.– Michelle Myung
ChurnZero Customer Success Manager Naomi Aiken shares a dozen do’s for a successful customer success team working session – all tried and trued by the folks at ChurnZero themselves! Each step is simple and easy to implement on its own, but when grouped together into a carefully organized and repeatable process – customer success teams can really reach their full potential. As if the tips in this article weren’t great enough, Aiken includes a fun little video at the end, giving viewers an up-close look into a ChurnZero customer success brainstorming session.
In our recent team session, we focused on positive reinforcement and using Plays to high five our customers who are using our system well. Sometimes as CSMs we are focused on looking for customers who are underutilizing the system. But what about congratulating the people who are consistently using your system to do great things?– Naomi Aiken
HubSpot‘s Alex Birkett popped over to the Churn Buster blog to talk about the red flags of customer churn, and how to spot them before it’s too late. We can’t say enough good things about how brilliantly written, detailed, and educational this piece is. Birkett pairs his powerful writing abilities with an assortment of highly-detailed charts, benchmarks, interactive content examples and more. Truly one of our favorites from this month, and one that will be widely-circulated for many months to come.
Growth is a process, not a one-time fix. It’s not likely you’ll solve your churn problems in one go-round, and even if you could, you’ll have more churn problems in the future.– Alex Birkett
Paddle account manager Paul Tebbs took to the blog last week to discuss “Frankenstacks”, and why they don’t scale well when selling software online. What is a Frankenstack? Derived from the story of Mary Shelley’s Frankenstein monster, a Frankenstack is a piecemeal tech stack comprised of many different layers and gradual, partial measures that slowly amass into an unwieldy, flawed behemoth of a stack. If you have a Frankenstack, fear not! Tebbs tells you how to turn things around and sell software online without the hassle of maintaining your clumsy Frankenstack.
Replacing your piecemeal problem with an all-in-one solution does away with the headache of maintaining your stack. Enter the answer: a platform that takes care of billing, subscription management, taxes and much more so that you can focus your time and energy on giving your customers a great experience with your product.– Paul Tebbs
Thanks so much for joining us for another SaaS roundup. We hope to see you here again next Monday!