Shopgenie转发了
Co-Founder at Shopgenie - Empowering auto repair shop owners to create magical experiences for their customers
64 days. ?? The amount of time since Shopgenie churned our last customer. In that same 64-day timeframe, Shopgenie added 233 new rooftops, and $1.1M in new ARR, clocking in our biggest month ever in August. Am I posting this to brag? Hell yeah I am. But not about me, about our incredible team. I’m genuinely not sure if any other vertical/SMB SaaS companies at our size have managed to go 2+ months with 0% churn, but if there are, I’d love to chat with them so we can figure out how get this number to 90 ?? So, what does it ACTUALLY take behind the scenes to pull this off? It’s no secret in the SaaS world that churn is a silent killer, some of the LinkedIn SaaS gurus will tell you not to worry, if customers outside of your ICP slip through, it’s just the tax you pay to grow quickly. Others will say low churn means you aren’t growing as fast as you could be. I say, why not both? Why should founders have to pick between low churn and scaling quickly? What if there was a recipe for accomplishing both? Now, I’m not claiming to be an expert, nor am I saying that Shopgenie is perfect, but here’s what has worked for us: 1. Get crystal clear on your ICP Many companies will claim that they know their ideal customer profile, but they will still make exceptions. At Shopgenie, we are so clear on our ICP, that our customer avatars have nicknames associated with different buying habits & sub-segments of the market. 2. Ruthlessly disqualify As soon as your reps discover that an MQL has slipped through the cracks, and is not in fact in your ICP, they should know to disqualify that prospect immediately, no exceptions. Make sure you have proper incentive alignment with your sales team on this via clawbacks, churn KPI’s, and other mechanisms. 3. Put new customers into “HyperCare” mode The first 30 to 90 days after a customer signs up for your product are the most crucial. This is when post purchase regret kicks in, and other stakeholders you didn’t know existed, begin to share their opinions and resist the change. On boarding and customer success during this time period must be impeccable and proactive. 4. Track leading indicators, not lagging Don’t wait until a customer has churned to find out why they churned. There are always leading indicators that a customer is at risk of leaving, discover them, then obsess over them. 5. Obsess over your customers This one is straightforward, but perhaps the hardest on this list to truly accomplish. I believe customer obsession is woven into the fabric of the DNA of a company. Most companies either live it or don’t. Shopgenie’s company slogan is “give a sh*t”, we make hiring & firing decisions based off of people’s “give a sh*t” factor. Of course, none of this matters if you don’t first have an undeniably great product. But I’ll save that topic for another day…