Nowadays, retaining paid customers is increasingly difficult
If I were to do it again, here's my post-sales playbook for PLG:
1. Introduce advanced paywalled features
2. Create a private paid customer community
3. Be the pulse of paid customers
4. Show ROI with a business review
Are we building whatever we want??? or what the customers want??? :thinking_face:
Here's how we use customer feedback in our PLG roadmap…
1. How did we collect user feedback?
2. How did we organize user feedback?
3. How did we gain the trust of engineers and designers?
4. How did we prioritize user feedback?
An in-depth look at what we did and what could have done better...
Top 5 reasons for Product-Led Growth customers churn
:one: Price
:two: Out of Business
:three: Integrations
:four: Not Feeling Heard
:five: No need anymore / No more champions
Click the article below to read how we prevent churn...
:large_blue_diamond: Reassure customers about your offerings and renewal
:large_blue_diamond: Communicate with your executive team and roadmap ways to recover revenue
:large_blue_diamond: Provide a best practices and workaround
:large_blue_diamond: Acknowledge customers and give them a playbook
:large_blue_diamond: Contingency plan when champion leaves
Anticipate churn will happen in Product-Led Growth
It’s important to hone in on the revenue, NRR, ARR forecast
Partner with your teams (Product, Engineering, Sales) on churn
Stay on top of churn reasons so you can mitigate it :mag:
Communicate with your leadership team :writing_hand::skin-tone-2:
So you have plans and roadmaps to recover revenue and business growth :chart_with_upwards_trend:
Inspire | https://inspire.com/ | Arlington, VA or Remote | Full-time | Product Manager - Member Growth and Engagement
Inspire.com, is a patient support network. Inspire has 230+ communities, each a condition: lung cancer, psoriasis, ovarian cancer, brain tumor, etc.
We are looking for an Engagement and Email Strategy lead around product retention. Local Metro DC area preferred, remote is OK too.
Highlights include:
- Lead Email Strategy and Mobile Push Notifications strategies
- Work with developers of Inspire products to use dynamic content, event triggers and important touch points (APIs, transactional, etc.) to onboard, activate, and retain our users
I am a former SaaS startup founder, product developer, product creator, growth hacker, and community manager. I am looking for content marketing or SaaS companies. Love to just solve problems, email me or tweet me @garyyauchan
Also I have participated, and organized in 55+ hackathons.
Yes. I actually lost my job the same day, I asked if my friend needed any help.
So there was no expectation set on the 1st day. The first and 2nd month or so - was still determining our product-market fit. The 3rd month was more aligning to clients.
However, its clear the value I set for the team behind the 3 month acceleration process. And that now, if they lose my contribution, the whole startup would be set back. (granted thats my perspective)
Not trying to argue with you. I'm only pointing out that if they felt they "needed" you they would have clarified that by now. They may think they are "helping" you out by giving you some real world experience.
My point is you should have a talk with them and find out what's in their head, before you go all "I think I deserve..." There is no better time then now if the project is at a critical junction.
Simply ask what expectations you should have from them employment/equity-wise. How do they see me folding you into the firm. Don't let them put it off and get an answer, within a reasonable time.
Don't make it combative. Find out what they are thinking... digest it... tell them what you are thinking... let them digest... and come to an agreement... or not
We will have the docs set up in the next 2-3 weeks.
Agreement was we do opposing research and share those readings based on common equity startup practices.
Obviously, its all different case-by-case.
What equity (or extra) compensation should I request for at this point?
A thought keep passing my head is: If I take a job at a mature startup, I be an employee as well. Here, I am also an employee (co-founder level) but no pay. Status is not important at the end, but it just cannot escape my head about it.
4 Post-Sales playbook
Nowadays, retaining paid customers is increasingly difficult
If I were to do it again, here's my post-sales playbook for PLG:
1. Introduce advanced paywalled features 2. Create a private paid customer community 3. Be the pulse of paid customers 4. Show ROI with a business review
https://growthwithgary.com/p/find-more-upsells-in-plg