Professional Documents
Culture Documents
Lincoln Murphy
The SaaS
Customer
Success Lifecycle
Customer
Acquisition
Sales
Process
Engagemen
t
Billing and
Payment
Customer
and User
Onboarding
Initial
Engagemen
t
(Activation)
Functional
Support
Technical
Support
Customer
Feedback
Loop
Ongoing
Engagemen
t
Customer
Driven
Growth
Customer
intelligence
Customer
Expansion
and
Renewal
Customer
Renewal
Customer
Retention
Post-Churn
Follow Up
Customer
Developme
nt
Customer
Development
The Expert
Tip
Ray
Wus
3 step guide
on how to d
o Customer D
evelopment r
ight.
Strategy
This list by
KISSmetrics
has
over
26 awesome r
esources to
help you
start
interviewing
your
customers
and building
your product.
Food for
Thought
Ash Maurya
On how we n
eed to rethi
nk Customer
Development
for startups
and web app
s.
Basics
13
Quora
answers on
How to desig
n an effecti
ve Survey fo
r Customer D
evelopment
Customer
Acquisition
The Expert
Tip
Core
Metrics
A very in-dep
th look at th
e customer ac
quisition pro
cess
Strategy
Food for
Thought
Rafi
Choudhury
explains
the differenc
e between hir
ing a growth
hacker and a
digital marke
ter
Consult the
Ultimate Saa
S Pricing Gui
de
to
improve
an important
part of your
product
marketing
Videoscribe
Sales Process
Engagement
The Expert
Tip
Strategy
Every
customer
starts out as
a
prospect
that
is
costing your
company
money
Choices,
choices. Your
prospect
usually has
plenty. How
do you help
them choose
you?
Food for
Thought
A great visua
l representat
ion of the Sa
les Process
Close.io is an alternative
to Salesforce that has a
beautiful sales workflow
and promises to help
you close more deals
and get more sales.
Pricing: Free 14 day
trial / no credit card
required | Basic: $65
(Unlimited
Opportunities)
|
Professional: $110 Basic
Clearbit
helps you
narrow
down
your
research on customers,
verify leads and gain
insights to build a strong
customer base. Saves a
ton of time for small
growth teams. Pricing:
Plans start at $99 a
month.
Billing and
Payment
The Expert
Tip
A list of tips
to keep in mi
nd when planni
ng a billing p
age.
This can help
you
offer
customers an
improved
and
enjoyable
recurring
Strategy
Neil
Patel
shares
strategies on
creating recur
ring billing
Hiveage is a simple,
powerful
online
billing
tool
for
freelancers
and
small
businesses.
Their Free Plan is
flexible and useful.
Pricing:
Free
Billing Orchard is a
great tool to create
and
manage
recurring billing and
quickbooks.
Pricing: Try their
Free 15 Day Trial
(No
credit
card
required)
Their
charged plans are
OAK $19.95/month
and ORCHARD
$29.95/month.
Chargebee
promises to handle
your Billing and
Invoicing, Payments
and Subscriptions
by
automating
processes that slow
you
down
like
dunning and tax
compliance checks.
They also have a
great free plan for
small startups for
upto $50K revenue.
Chargify is a great
recurring billing tool
for small, growing
businesses.
They
offer credit card as
well
as
Paypal
billing
(flexible!)
and
their
Small
Business plan starts
at $129 (500 active
users) Their Small
Business+
plan
($169/mo)
also
offers
Mailchimp
Customer
and User
Onboarding
The Expert
Tip
Beautifully broken
down onboarding flo
ws by Samuel
Hulick of
useronboard.com.
Samuel writes in a
way that are sure
to make you crack
up while learning
how
important
every
step
of
onboarding is
Strategy
Intercom
explains
why user onbo
arding is har
der than you
think it is,
and how to ma
ster it
Best
Practices
Case Study
from
Ghost.org
on the onboar
ding metrics
they tracked
to increase w
ebsite conver
sions
Initial
Engagement
(Activation)
The Expert
Tip
Strategy
The
crucial natur
e of the firs
t 30 days you
r customer us
es your websi
te or app
Ott
Nigulis
detailed
guide
to
understandin
g data and c
ustomer acti
vation
Functional
Support
The Expert
Tip
Lincoln Murphy writes about
why Customer Success needs t
o be about making your produ
ct functional and useful.
Technical
Support
The Expert
Tip
Find out why
the folks at
OnePlus feel
the need to h
ave great Sup
port.
(Unlike Uber)
Strategy
Read about
what makes c
ustomer supp
ort effort p
roactive?
Customer
Feedback
Loop
The Expert
Tip
A great piece on
customer feedback
that
highlights
the various avenue
s you can get cust
omer feedback from
Strategy
How to use f
orums and su
rveys to cre
ate a custom
er
feedback
loop
Food for
Thought
Harvard Busin
ess Reviews
long piece on
closing the
customer feed
back loop
Qualaroo
gives
you
customer insights for
smarter A/B testing. You
can
try
the
Small
Business
and
Professional plan for
free (no credit card, but
must submit but other
details)
Pricing: Small Business
$63/mo
Professional
$199/mo
Enterprise
(Demo
10
Ongoing
Engagement
Strategy
Nudgespots
guide
to
using in-app
messaging a
nd business
messengers f
or Customer
Success
will help you
keep
your
customers
engaged and
active
The Expert
Tip
More Expert
Tips
Food for
Thought
Crazy
Egg
share
27 customer r
etention stra
tegies that y
ou should be
using
This
amazingly wr
itten articl
e on custome
r engagement
by David
Skok
is
What not to
do when you
are trying t
o engage cus
tomers
something to
keep coming
back to at
every step of
your growth
A customer success
platform that helps
you stay on top of
your
customer
connections
and
drive
recurring
value to them. Get
in touch for pricing
A customer success
platform that helps
you track churn
risk, NPS score and
upsell
opportunities.
Available on iOS
and Android.
Pricing: Plans begin
at $8/user and go
upto $40/user
Nudgespot
is
a
great
tool
to
onboard,
support
and
engage
customers.
Pricing: Acquire +
Support: $0 100k
Users + Unlimited
Team
Members.
Onboard + Engage:
$49/mo Free Plan +
Triggered In-App
Retain:
$199/mo
with
Behavioural
11
Customer
Driven
Growth
The Expert
Tip
Strategy
Kristi Hines
breaks down
the steps to c
reating a deta
iled case stud
y for your web
site and how t
o position it
effectively.
The
good
folks
at
Unbounce
tell
you
How to use on
line marketin
g to perfect
your customer
testimonials
Mention
is
a
social
monitoring app that lets you
track what your competitors
are doing, as well as what
your customers are saying
about you on social media.
Pricing: Tip: Opt for a Yearly
Plan, save 2 months. No
credit card required. Solo:
$29/Mo 2 alerts / 3k
mentions Starter: $99/Mo 5k
mentions. Custom: Unlimited
users, mentions.
12
Customer
intelligence
The Expert
Tip
On
how to use an analyt
ics tool like
KISSmetrics
to learn about how
your customers use
your product
Strategy
See
How
Hubstaff
uses
Mixpanel
for Customer
Intelligence
Case Study
Understand
How Expedia f
ocused on Cus
tomer Intelli
gence to turn
Clicks into
Dollars
Mixpanel believes in
abolishing what they call
bullshit metrics
and
using funnels to track
real, relevant customer
engagement metrics.
Pricing:
Free
25,000
Data Points / $0 / Month
Startup 500,000 Data
Points / $150 / Month
(Five more plans. Most
expensive is $2000 for
50,000,000 data points)
13
Customer
Expansion
The Expert
Tip
A quick read
to help you u
nderstand why
expansion re
venue is so e
ssential to a
SaaS busines
s
Strategy
The
Land and exp
and Strategy
: Chris
Yeh
(VP Marketin
g at
PBworks
) discusses
Customer eng
agement for
the SaaS wor
15
Customer
Renewal
Strategy
Marketo
explains
How to take a weak
renewal email and t
urn it into a power
ful renewal campaig
n
Case Study
WP
Rocket
discuss
How they inc
reased renew
al rates by
154%
Best
Practices
What
to
Measure
to
monitor custo
mer renewal r
ates for your
SaaS / cloud
-based busine
ss
14
Customer
Retention
The Expert
Tip
Evergages
tips
on
how to calcul
ate customer
retention
using
Customer
Retention
Rate
(CRR)
and
Dollar
Retention
Rate (DRR)
Strategy
Groove HQ sha
red their str
ategies to re
tain customer
s
Case Study
Learn
how Symantec
created a d
igital exper
ience that r
educed churn
from Market
ing Sherpa
Best
Practices
Sweet tooth
rewards
offers
the ultimate
guide to cust
omer retentio
n
Heap Analytics
provides
instant,
retroactive
analytics and lets you track
customer actions on your
website to better understand
their needs and roadblocks.
Pricing: All plans come with
a 14 day free trial. Free: 5K
Sessions / Month Startup
$249
/
50K
sessions.
Premium
$599
150K
sessions. Enterprise offers
Support / SQL Data
Framed.io
uses
machine
learning
and
predictive
analytics to figure out which
of your customers are more
likely to churn and take
precautionary mesaures. You
can also use their analytics
tool to understand which of
your marketing efforts are
bringing in customers that
stay and become loyal.
Pricing: Plans start at $99
(Monitor) and go upto $1000.
16
Post-Churn
Follow Up
The Expert
Tip
Before
you
fix
churn,
you need to
find out why
are
you
facing churn.
Read Conversi
on XL 9 case
studies to h
elp you under
stand why you
rchurn
users
Case Study
See
how
Baremetrics r
educed churn
with a clever
drip email c
ampaign
Lets make this list bigger. Comment and let us know your secret weapons, tools,
tips and strategies and well add it to our list to create a resource for anyone in the
SaaS Customer Success world
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