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Why Creating A Blueprint Is Vital To A Successful Customer Growth Program

To make the biggest impact for your customers at each stage of the customer journey, you need to create a blueprint (or customer journey map). This is essential for SaaS companies in particular and crucial when implementing customer growth into your organization.

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Why Creating A Blueprint Is Vital To A Successful Customer Growth Program

  1. 1. USERIQ W H Y C R E A T I N G A B L U E P R I N T I S V I T A L T O A S U C C E S S F U L C U S T O M E R G R O W T H P R O G R A M .
  2. 2. I F Y O U ’ R E A S K I N G , W H A T I S C U S T O M E R G R O W T H ?
  3. 3. a new stream of revenue for recurring revenue businesses. CUSTOMER GROWTH IS THE KEY TO UNLOCKING
  4. 4. As SaaS model companies begin to gain a significant foothold in business, companies have recognized that it’s easier (and cheaper) to retain current customers rather than obtain new ones.
  5. 5. 2 4 % In their annual 2016 SaaS Survey, Matrix Partners and Pacific Crest discovered that the median Customer Acquisition Cost (CAC) per $1 of upsells is $0.27, or about 24%, of the CAC to acquire each new customer dollar. 2016 SaaS Survey, Matrix Partners and Pacific Crest 
  6. 6. is focused on facilitating success for customers as they move throughout the customer journey.   CUSTOMER GROWTH
  7. 7. When customers move through the customer journey and become advocates, they help refill the top of the hourglass with new, more qualified leads. $
  8. 8. (also known as “negative churn") is a key revenue driver that accounts for 70– 95% of total revenue, alongside renewals; the remaining 5-30% come from initial sales. EXPANSION
  9. 9.  LOW CUSTOMER ACQUISITION COSTS HIGH CONVERSION RATES AND COMPANY VALUATIONS This ensures that customer acquisition costs remain low while conversion rates and company valuations remain high.
  10. 10. To make the biggest impact for your customers at each stage of the customer journey, you need to build a blueprint (or customer journey map).
  11. 11. WHY SHOULD I CREATE A  BLUEPRINT? PROACTIVE PLANNING DEVELOP KEY MILESTONES MAP THE CUSTOMER JOURNEY PROMOTE CUSTOMER GROWTH
  12. 12. P R O A C T I V E P L A N N I N G There are a few strategic questions you'll need to answers as you create your blueprint to ensure you remain proactive.  Download the Complete Guide to Customer Growth to learn more! 1 2 3 DOWNLOAD NOW
  13. 13. WHAT TYPES OF DATA WILL YOU NEED TO MANAGE YOUR CUSTOMER GROWTH EFFORTS? WHAT DOES YOUR TYPICAL CUSTOMER JOURNEY LOOK LIKE? WHO OWNS EACH STAGE OF THE CUSTOMER JOURNEY? WHAT DOES A SUCCESSFUL CUSTOMER LOOK LIKE FOR YOUR ORGANIZATION? WHAT ARE YOUR CUSTOMER'S GOALS VS. YOUR CUSTOMER GROWTH GOALS? HOW WILL CUSTOMER HEALTH BE MEASURED?
  14. 14. To truly be able to understand the impact that can be made at every stage of the customer journey, you have to have an end-to- end strategy. It's not easy, but blueprinting (or mapping) can help lay out your customer growth program.  I T ' S S I M P L E
  15. 15. MAP THE CUSTOMER JOURNEY Developing a blueprint allows you to map the customer journey. This is a big piece of understanding how your users move along their customer journey, from adoption to advocacy. 
  16. 16. DEVELOP KEY MILESTONES Starting with the customer journey map you built earlier, set forth a success plan and add in the milestones you’re expecting customers to accomplish as they use your product. Customer success consultant Lincoln Murphy calls this orchestration.
  17. 17. By properly managing expectations and laying out joint accountabilities up front.  PLANNING Teeing up future- expansion opportunities.  EXPANSION Finding customers that will advocate on your behalf to help refill your funnel with qualified leads.  ADVOCACY Lincoln Murphy describes orchestration as actively moving customers toward their desired outcome by:  WHAT IS ORCHESTRATION?
  18. 18. “ C U S T O M E R S U C C E S S I S W H E N Y O U R C U S T O M E R S A C H I E V E T H E I R D E S I R E D O U T C O M E T H R O U G H T H E I R I N T E R A C T I O N S W I T H Y O U R C O M P A N Y . ” - L I N C O L N M U R P H Y
  19. 19. Consider the path your most successful customers have taken and use that as a guide, and be sure to consider the desired outcome of your customers, not just your own or that of the business. DESIRED OUTCOME @LincolnMurphy Required Outcome Desired Outcome Appropriate  Experience
  20. 20. WANT TO LEARN MORE ABOUT BLUEPRINTING AND CUSTOMER GROWTH? Download UserIQ's The Complete Guide to Customer Growth to learn more. 
  21. 21. LEARN THE DEFINITION OF CUSTOMER GROWTH EXPLORE HOW TO IMPLEMENT CUSTOMER GROWTH LEARN  IMPACT OF  CUSTOMER SUCCESS 41 2 GAIN ACCESS TO TACTICAL PLAYBOOKS 33 With The Complete Guide to Customer Growth, you will:
  22. 22. THE COMPLETE GUIDE TO CUSTOMER GROWTH DOWNLOAD NOW

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