Check out the full writeup here.

Topics discussed in this episode:

The perpetuity of Customer Experience

• A customer’s journey isn’t impervious to ending which means you should be ready to serve at a moments notice. This can be achieved through training videos, help docs, chat features, or even a knowledgeable team member. It’s nice to think that you can just “set it and forget it” when it comes to product usage, but learnings are there to be had.

Feedback can lead to renewals and expansion

• There are certain metrics you’re going to be able to measure that your customer can’t access, but on the flip side your customers may use your product in a way contrary to what you envisioned. There’s only one way to find out how they feel about your product: ask. As with John Golden, it can be as easy as asking on a scale of one to five how your product shapes up.

Focusing on the right customers will lead to success

• While it’s easy to think that anyone could be a customer, the reality is your resources are best spent focusing on the right customers. While this is preached with acquisition, it’s very much the same with retention as well. And while your customer profile needs to be specific, you need to be somewhat ready to pivot at a moment's notice. Constant measuring and testing will help you determine if your profiles are accurate or if the notecards you pinned to the bulletin board 3 years ago belong in the trash.

This is a ProfitWell Recur production—the first media network dedicated entirely to the SaaS and subscription space.