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Convincing potential users to sign up for your product isn’t easy. But what happens next is far more important. The latest batch of billion-dollar companies are built on high customer retention. They help their users be successful, and that means providing great onboarding. At Traction Conference, an event all about how to keep and grow customers and revenue at scale, I explained how to build onboarding based on your customers’ goals, and why when your product improves, your onboardi
“Don’t be so hard on yourself when things go badly and don’t be so proud of yourself when they go well.” I think this is one of the hardest pieces of advice to follow. Chance is an important contributor to any outcome. sometimes we just get lucky. That recent crypto trade in which you made 25% in an hour. The time you met your significant other for the first time.
I’m late to the party here, I know. Dropbox went public a bit more than a month ago and I’ve finally had a chance to take a close look at the company’s S1. I’ll be sharing a few specific observations from the S1 review, but let’s start with some more general thoughts about the company. The mighty king of Freemium Like Zendesk, Yammer, and a few other SaaS companies that were all founded around 2007-2008, Dropbox was one of the early champions of the "consumerization of the enterprise" movement.
Everybody’s got a story about bad customers. In case you can’t get your fill, a Google search on “customers from hell” fetched 33,100,000 results. These customers can be infuriating, frustrating, and just plain rude. But if you’re a software-as-a-service (SaaS) company, bad customers can be much worse than that. They can be downright dangerous. No way to recover your costs For one thing, these bad customers are likely to cost you money, not make you money.
Speaker: Ben Epstein, Stealth Founder & CTO | Tony Karrer, Founder & CTO, Aggregage
When tasked with building a fundamentally new product line with deeper insights than previously achievable for a high-value client, Ben Epstein and his team faced a significant challenge: how to harness LLMs to produce consistent, high-accuracy outputs at scale. In this new session, Ben will share how he and his team engineered a system (based on proven software engineering approaches) that employs reproducible test variations (via temperature 0 and fixed seeds), and enables non-LLM evaluation m
Imagine walking into the office one morning and having your star team member ask if you have a few minutes to talk. In person. Your instincts tell you nothing good is going to come out of this conversation. And unfortunately, your suspicions are confirmed when they hand you their resignation and explain they’ve been offered “a new and exciting opportunity” that aligns with their career aspirations.
There’s the challenge of dealing with uncertainty, where you’re operating in the weird zone that you’re making decisions that have significant long term impact or that are difficult to reverse or course-correct in the face of great uncertainty. Uncertainty is often unnecessary in the sense that you could, in principle, reduce the uncertainty. You could go research the question more.
There’s the challenge of dealing with uncertainty, where you’re operating in the weird zone that you’re making decisions that have significant long term impact or that are difficult to reverse or course-correct in the face of great uncertainty. Uncertainty is often unnecessary in the sense that you could, in principle, reduce the uncertainty. You could go research the question more.
To see what selling on steroids looks like, check out companies with the best sales enablement strategies. You’ll discover a lively place, with a lot of things — like revenue, productivity, and win rate s — going up, and a lot of things — like speed to revenue, sale cycle period, customer churn, and staff attrition rate — going down. It’s an up-and-down ride that moves the needle where it matters, driving sales teams to peak performance and customers to brand loyalty. .
The tiny details in user onboarding make the difference between good and great. It’s important we think about them and take time to get them right. Here’s something that can help.
When a visitor or lead gets in touch on your website, it’s important to get as much context as you can around the live chat conversation you have with them. Your aim should be to understand what they want, how you can help them and to judge how fast they need a solution. With lots of inbound leads, you’ll need to prioritize which ones need a response first, and it’s not always as easy as you might expect to make this judgment call.
Dear Sales, I’d like to help you more. I’d like to help you faster. But to do so, I need your help. If you follow these three simple tips, there’s virtually no limit to the help you’ll get from me and my operations colleagues. What are they? Glad you asked. First: Give me context — even at a high level. I don’t need pages of detail (I don’t even want lots of detail), but I definitely need more than an orphaned screenshot and a frantic plea on Slack, like this error message I got yesterday:
Your payments integration is more powerful than you think. In today’s complex business landscape, treating payments as just a software feature is a missed opportunity for significant growth and customer acquisition. With the right partner, payments can become a strategy that leads to competitive advantages. Designed for software leaders, this playbook outlines how to harness the full power of a payments strategy to drive substantial revenue and enhance the overall customer experience.
The impending General Data Protection Regulation (GDPR) deadline is a hot topic on everyone’s mind these days. However, these regulations are a small step forward in the data privacy movement.
Product management is about solving problems. How can we help our users complete their job-to-be-done cheaper, faster or easier? Finding those problems to solve, however, becomes increasingly difficult as you scale – where the volume of feedback, and noise level of the vocal minority, compounds by the day. Not to mention changes to workflows affecting an increasingly large amount of users.
Every founder wants to hire only the best. But human beings are complex creatures. We all have our own unique strengths and weaknesses. So what do you do when you find someone who seems like the perfect fit, and then discover they suck at something important?
Incorporating generative AI (gen AI) into your sales process can speed up your wins through improved efficiency, personalized customer interactions, and better informed decision- making. Gen AI is a game changer for busy salespeople and can reduce time-consuming tasks, such as customer research, note-taking, and writing emails, and provide insightful data analysis and recommendations.
Bringing design harmony to the new Groove. Back when we launched the Groove 2.0 beta in March, we knew going in that the design was very different. Our intent was to streamline the inbox experience and make it easy for users to focus on their work without unnecessary distractions. The purpose of the beta was […]. The post Sneak Peek: Refining the New Groove Inbox appeared first on Groove Blog.
Since IBM coined the term “Help Desk” in the 1970s, customer support has come a long way. We’ve moved from call centers, to ticket-based helpdesks, to increasingly personal types of customer support. Over the past decade, one of the most popular (and personal) support channels has been live chat. However, having live customer conversations doesn’t come without its challenges.
A failed payment isn't just a lost transaction - it could mean a customer churning for good. But not all payment declines are the same. For SaaS businesses, decline reasons vary, shaped by customer demographics and the nature of your service. Understanding your decline reason make up can be a game changer when it comes to improving retention and revenue.
In our second Mogul I/O roundup, we’re bringing you a rundown of the conversation and insights from our recent New York event panel, featuring Honey, Movable Ink, Vestwell and Insight Venture Partners. Heads up: Tickets are now available for our Mogul I/O London event on May 30th, in partnership with Marvel! See more details and reserve your spot today.
If you offer live chat in your app, you will surely have asked yourself one of the following questions at least once so far: How many of the live chat sessions are started by new customers? How many of the live chat interactions help generate revenue? Can you use the live chat team as a growth channel? Let me share with you the real story of one of our customers who wanted to find out how the live chat influences clients to finish the onboarding.
This content originally appeared as a whitepaper on InsideTrack. This three-part blog series will explore the advantages of going cloud native and offer tips for organizations that are ready to modernize their IT system. Part 3 dives into tips on getting started. (We recommend reading Part 1 and Part 2 here.). How to get started. Avoid hybrid cloud options.
Large enterprises face unique challenges in optimizing their Business Intelligence (BI) output due to the sheer scale and complexity of their operations. Unlike smaller organizations, where basic BI features and simple dashboards might suffice, enterprises must manage vast amounts of data from diverse sources. What are the top modern BI use cases for enterprise businesses to help you get a leg up on the competition?
This week: Some excellent pricing lessons from First Round Capital, a framework for improving product quality and a three-headed unicorn. In SaaS Roundup, we comb through the noise to find you only the best SaaS-flavored reads of the week — just our top three. You can also receive SaaS Roundup in your email inbox every Friday — just drop your email here and you’ll receive the next issue.
This content originally appeared as a whitepaper on InsideTrack. This three-part blog series will explore the advantages of going cloud native and offer tips for organizations that are ready to modernize their IT system. Part 2 discusses laptop management patterns, loose coupling, SSO as a default, self-service, and collaboration. (If you missed Part 1, which explored the term “cloud native” and zero trust network architecture, check it out here.) .
Speaker: Pete Uselman, Director of Partner Experience at Wind River Payments
Many software companies are exploring PayFac-as-a-Service providers in an effort to drive more embedded payments revenue and gain greater control over the customer experience. But there are nuances in a PayFac relationship that often get downplayed – nuances that can impact the risk and resource responsibilities of software providers. In this webinar, integrated payments veteran, Pete Uselman discusses the following: What is a PayFac?
In my first article of this series, I spoke about how to structure your discovery meetings. In part two, we took a nosedive into what a successful meeting opening looks like with ILPA (Introduction, Last Time We Spoke, Purpose, Agenda. It’s now time to talk about probing questions in sales. As we remember from ILPA, we have already set the expectation that you will have questions for the prospect.
Couldn't make it to Mogul I/O San Francisco? Here's your rundown of topics and insights from the evening, from some of the top thinkers in SaaS. Heads up: Tickets are now available for our Mogul I/O London event on May 30th, in partnership with Marvel! See more details and reserve your spot today. The ChartMogul team is still buzzing with insights from our first ever event series, Mogul I/O , which ran in San Francisco and New York over the past couple of weeks.
The venture capital markets are flush with capital. We’re approaching the heady days of the dot com era. In that epoch, despite the record volumes of venture dollars, startups went public quickly, in 4-5 years. Today, that timeframe is no longer realistic. In fact, the surfeit of private dollars delay IPOs. From 2000-2005, the “typical” IPO-bound startup listed on an exchange 5 years after founding.
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