For Founders and CROs
We’re now living in a new era
Being a Founder or CRO in these fast-changing times is challenging.
Every few years there’s a new way to do things.
Every few years, there’s a shift in focus.
Look at what we’ve gone through in the last 40 years.
In the 1970s, companies were focused on creating products. Over the next 20 years, services were added to those products. With the rise of the internet in the 2000s, companies started focusing on the customer as the central pillar of their business.
But we’ve now entered into a new era. It’s an era defined by customers wanting and demanding better customer experience (CX) along with stronger, deeper relationships with the companies they buy from.
This demand for better CX is so serious that in some markets,
63% of customers leave after one poor CX.
I work with B2B SaaS companies that are looking to thrive in this new relationship-centric era.
Going forward, excellent CX is what will differentiate the successful SaaS from all the rest. And that excellent CX will also show in their churn rates.
I’ll show you the areas to improve CX and come up with a plan of action to reduce your churn. I’ll also show you how much you stand to gain financially by reducing churn and improving CX.
Have a confidential call with Anita
The game is quickly changing
Companies that didn’t shift in the last era to a customer-centric focus are quickly disappearing.
In the last 15 years alone
52% of Fortune 500 companies have disappeared
SaaS in Marketing Technology 2011
SaaS in Marketing Technology 2019
In this new era, CX and deeper relationships are the new points of competitive differentiation.
Companies that focus on creating the best CX, while also developing deeper relationships with their customers, will thrive in this new era.
Looking to thrive in the new era?
Have a confidential call with Anita
Customers now expect better CX
Success in the new era
Companies that are doing well in this new era focus on 3 key areas:
#1. Deep Feedback
We’re talking about going beyond NPS, CSAT and CES. Companies that are succeeding in the new era have deep customer feedback systems and loops that provide valuable information for making confident business decisions. As a result, CAC decreases while LTV increases.
Anita suggested we should conduct a proper survey and summarize the results. The outcome had several important eye-openers for me. Yes, I did get my scientific confirmation that we’re on the right track with where we’re going with Trademark Factory. However, I also got much needed clarity.
#2. Cross-Functional Data
Successful companies in the new era gather rich data collected from deep customer feedback. Using it cross-functionally, they reduce CAC, increase sales conversions and grow upsells, cross-sells and renewals.
Anita helped us to make a strategy of improving every single customer, maximizing or growing the revenue for each type of customer . . . she helped us to really multiply the profit of our existing customer base.
#3. Frictionless Onboarding
Poor or difficult onboarding can quickly take customers from excitement to disappointment. New-era companies are successfully improving the onboarding experience so it’s easier and with less friction, providing customers with better CX. The result? Lower 30, 60 and 90 day churn rates.
I had the pleasure of working with Anita as she advised us on our UX and onboarding process. Anita got into the shoes of our customers, signing up for our platform and noting absolutely everything in detail which was a major boost to our team and product development. The feedback she provided was invaluable.
If you’re ready to join those companies already succeeding in the new era, let’s talk. Click the button below and you’ll be taken to a quick form and my calendar. We’ll have a confidential conversation about the services you need and see if I’m able to help.
This brings me to my last point, which is enormously important—you don’t have to continue to be frustrated struggling to reduce churn and creating better CX on your own.
In our talk, if we agree that working together would be a good idea, you can relax knowing that you’re supported in your churn reduction and CX improvement activities.
I look forward to speaking with you soon.
All the best,