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

1. Customer Development
Tiny learnings and experiences from working with

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. 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. 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. CHURN

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. Engagement is basically where
people are getting value from your
product



Content (Case Studies)
Improve Onboarding with clear communication
practices
Good Support

8. Happy Customers Sell

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. Identify “At-Risk” Customers

Segment and change customer messaging

Create a personal experience

Give incentives

11. Marketing can lead to Churn

12. Measure Eng ag ement with Tools

13. Some Customer Problems We
Solved
Persona

14. Reliability

15. Invite Friends

16. Never Miss a Customer

17. Dangerous Signal
“I would use your product if only you had X
feature”

19. They Stop Using, They Stop Paying
Connect with me @ruchir_89
Or on email- ruchir@exotel.in