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Customer Development @ SLP Mumbai by Ruchir

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Customer Development @ SLP Mumbai by Ruchir

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How can a SaaS business or any business keep a good interaction with customers and nurture customers by providing value consistently and reducing churn.

How can a SaaS business or any business keep a good interaction with customers and nurture customers by providing value consistently and reducing churn.

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Customer Development @ SLP Mumbai by Ruchir

  1. 1. Customer Development Tiny learnings and experiences from working with
  2. 2. 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?
  3. 3. 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
  4. 4. 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
  5. 5. CHURN
  6. 6. 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?
  7. 7. Engagement is basically where people are getting value from your product    Content (Case Studies) Improve Onboarding with clear communication practices Good Support
  8. 8. Happy Customers Sell
  9. 9. 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
  10. 10. Identify “At-Risk” Customers  Segment and change customer messaging  Create a personal experience  Give incentives
  11. 11. Marketing
can lead to Churn
  12. 12. Measure Eng
ag
ement with Tools
  13. 13. Some Customer Problems We Solved Persona
  14. 14. Reliability
  15. 15. Invite Friends
  16. 16. Never Miss a Customer
  17. 17. Dangerous Signal “I would use your product if only you had X feature”
  18. 18. They Stop Using, They Stop Paying Connect with me @ruchir_89 Or on email- ruchir@exotel.in

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