Customer Development @ SLP Mumbai by Ruchir
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Customer Development Tiny learnings and experiences from working with
description
How can a SaaS business or any business keep a good interaction with customers and nurture customers by providing value consistently and reducing churn.
Transcript of Customer Development @ SLP Mumbai by Ruchir
Customer Development
Tiny learnings and experiences from working with
When you stop listening to customers, your company starts
dying
A wise old owl sat in an oak
The more he saw, the less he spoke
The less he spoke, the more he heard
Why can’t we all be like that bird?
Find the Core Problem
It’s far easier to go through talking points you’ve said 100 times than to engage the customer in a
dialog about their business challenges
PUCCKA Methodology – Mark Suster
Why Customer development is necessary?
Identify customer that need help to purchase Help identify customers about to churn Help identify customers that are appropriate for an up
sell or cross sell Behavior pattern and insights
CHURN
What does success mean to your customer?
How does your product enable your customers to achieve success?
How does that change over the various stages of your customers’ lifetimes?
Engagement is basically where people are getting value from your
product
Content (Case Studies) Improve Onboarding with clear communication
practices Good Support
Happy Customers Sell
Customer Happiness Score
Quantify Business Outcomes
Positive - Integration with existing product
Negative- Delay in bill payment
CHS= P1*W1+N1*W2
“If you cannot measure it, you cannot improve it” – Lord Kelvin
Identify “At-Risk” Customers
Segment and change customer messaging Create a personal experience Give incentives
Marketingcan lead to Churn
Measure Engagement with Tools
Persona
Some Customer Problems We Solved
Reliability
Invite Friends
Never Miss a Customer
Dangerous Signal
“I would use your product if only you had X feature”
