Arrows的动态

I've assembled the Avengers of Growth for the User Onboarding Masterclass that kicks off next Tuesday, 2/27! - ?? lyla rozelle: the master of user journeys and engagement. - Andrew Capland: the Captain America and coach of many growth leaders. - Kate Syuma: the genius designer behind Miro's onboarding flow for +6 years. - Georgiana Laudi: the customer-led growth wizard behind many wins. Together, we'll help you crush churn with new users and turn more of them into paying customers. In this 4 week live course, you'll get: ? A framework to critically evaluate onboarding processes. ? A proven strategy to improve your user onboarding experience. ? Templates, cheat sheets, and swipe files to start making an impact now. ? 6 months of access to an online community for support and networking. ? 4 weeks of live, interactive workshops and Q&A sessions with growth experts. I've got only a handful of spots left! Join the course here: https://lnkd.in/gbj7Z4ay PS. If it helps, I'm happy to share a 15% discount code. Let me know, and I can share it with you! PPS. If your company has an L&D or education budget, you can expense this course. You'll get an invoice and receipt when you join.

After the initial excitement of onboarding, it’s crucial to dig deeper and ensure that new customer relationships are on the right track. Here are my favourite questions to ask new customers post go-live: ?? Knowing what you know now, if you could go back in time and revise the decision to join us, would you? This question opens up a candid conversation about their initial experience and helps identify any early concerns. ?? Given the option to return to your previous choice at no additional cost, would you? It’s important to understand if they’re truly satisfied or if there’s lingering doubt. This can reveal underlying issues that need addressing. ?? What’s the biggest source of optimism about your decision? It’s equally important to highlight what’s working well. Understanding their sources of optimism allows you to build on those positives and reinforce their decision. Interestingly, these same questions are just as valuable for any people leader to ask new hires after onboarding. #CustomerSuccess #Leadership

?? Elevating Your Leadership Potential in Customer Success ?? CustomerSuccessU.org - Key strategies to help you elevate your leadership game and become a driving force for positive change: 1. Lead with Purpose and Vision: Great leaders in customer success are guided by a clear sense of purpose and vision. Define your purpose as a leader—what drives you, what inspires you—and communicate this vision to your team. Inspire others to rally around a common goal and empower them to contribute their best work towards achieving it. 2. Foster a Customer-Centric Culture: At the heart of customer success lies a relentless focus on delivering value and driving positive outcomes for customers. As a leader, it's your responsibility to instill and nurture a customer-centric culture within your organization. Empower your team to empathize with customers, anticipate their needs, and go above and beyond to exceed their expectations at every touchpoint. 3. Develop Your Team's Skills and Capabilities: Invest in the growth and development of your team members, helping them acquire the skills and capabilities they need to succeed in their roles. Provide ongoing training, coaching, and feedback to help them continuously improve and reach their full potential. By nurturing a culture of learning and development, you'll not only elevate the performance of your team but also position them—and yourself—for long-term success. 4. Lead by Example: Actions speak louder than words. As a leader in customer success, it's important to lead by example and embody the values and behaviors you wish to see in your team. Demonstrate empathy, accountability, integrity, and resilience in your interactions with customers and colleagues alike. Your actions will set the tone for your team and inspire them to follow your lead. 5. Drive Continuous Improvement and Innovation: Customer success is a dynamic and ever-evolving field, and great leaders are not afraid to embrace change and drive continuous improvement and innovation. Encourage experimentation, creativity, and risk-taking within your team, and celebrate both successes and failures as opportunities for learning and growth. By fostering a culture of innovation, you'll position your team—and your organization—for long-term success in the rapidly changing landscape of customer success. ?#Leadership #CustomerSuccess #ProfessionalDevelopment #SuccessTips

Why do early adopter customers get so much scrutiny from your organization? The likely reason isn't your product management skills - it is organizational dynamics! While you have immersed yourself in your product and made the early customers successful, your organization has changed. This is your opportunity to improve - even with tough early adopter customers.?Organizational changes add challenges because leaders are skeptical of the value of the early adopter customers. Take these steps to show the strategic value and potential of your product: 1. Communicate transparently ---> Don't hide the product concerns from early adopter customers 2. Develop an improvement plan ---> Show how your product aligns with business objectives 3. Celebrate the improvements ---> The early adopter customers help in the long term This week's newsletter has tips to survive your early adopter customers with persistence and determination. Link to the article: https://lnkd.in/gtMFezVx #productmanagement #productledership #productdevelopment

Your daily dose of communication & leadership tips are ready to read! We hope you’ll want to check it out! We aim to tackle one of our pillars in a way you might have yet to consider. Fresh insights await. Intrigued? Grab your coffee, tea, or matcha, and let's dive in. Crafting a Smooth Customer Onboarding Process

Creating a Customer-Centric Culture: The Heartbeat of Sustainable Success In today’s fast-paced business environment, the true north for any organization's compass must be its customers. Creating a customer-centric culture isn’t just about providing exceptional customer service; it’s about embedding the ethos of customer success across every facet of the organization. But how can we transform this ideal into actionable reality? Leadership Commitment: It starts at the top. Leaders must not only preach customer centricity but also embody it in their actions and decisions. This commitment cascades down through every level of the organization, setting the tone for a unified approach. Employee Empowerment: Empower your teams with the knowledge, tools, and autonomy to make customer-focused decisions. When employees feel confident and supported, they’re more likely to go the extra mile for customers. Feedback Loops: Establish open channels for customer feedback to flow seamlessly into your business processes. This feedback should be a cornerstone for strategy development, product improvements, and service enhancements. Cross-Functional Collaboration: Break down the silos. Customer centricity flourishes in an environment where sales, marketing, product development, and customer success teams work hand in hand, guided by a shared understanding of customer needs and objectives. Recognition and Rewards: Celebrate wins and recognize behaviors that exemplify customer centricity. This not only boosts morale but also reinforces the importance of focusing on customer success.Creating a customer-centric culture is a journey, not a destination. It’s about constant iteration, learning from experiences, and making adjustments along the way. I’d love to hear your thoughts and experiences on building a customer-centric culture within your organization. What strategies have you found effective? What challenges have you faced? #CustomerSuccess #CustomerCentricity #BusinessCulture #Leadership #FeedbackLoop

Effort, time spent or number of hours billed does not represent the measurement of productivity or outcome. The actual outcome or productivity need to be measured in terms of OKR which is aligned with organization's vision, targets and priority for current period. For any Digital transformation program the OKR should be measured in business outcome such as sales, customer rating, average response time, TAT, time to complete the transaction, 24*7 availability...

What keeps your SaaS leadership team navigating towards success? Here are my thoughts on the top five focus areas: 1. Customer Value: It all starts with delivering value to your customers. Deeply understand your customers' needs and pain points. Don't just sell a product, solve a problem that matters to them. Build a customer-centric culture where feedback fuels innovation and every decision resonates with your target audience. 2. Product: Your product is your primary engagement point. Prioritize product excellence, user experience, and continuous improvement. Build a culture that focuses on data-driven product decisions and agile development to stay ahead of the curve. Remember, a delightful product sells itself! 3. Metrics: Is data your compass? Choose the *right metrics, track them religiously, and analyze them ruthlessly. Understand your customer acquisition cost (CAC), churn rate, and lifetime value (LTV) to optimize your sales funnel. Understand your lead sources and conversation rates across your pipeline stages to maximize marketing efficiency. Remember, not all metrics are created equal, so focus on the ones that truly drive growth. 4. Building a Scalable Dream Team: Are you able to attract and retain top talent across all departments? Is that talent a strong cultural fit for the organization? Foster a culture of collaboration, learning, and ownership. Remember, your people are your greatest asset. Invest in the right people, their growth, and their well-being. 5. Be Ready to Adapt: To say that the SaaS world is dynamic would be an understatement. Be ready to pivot when needed. Embrace innovation, experiment strategically, and learn from both successes and failures. Remember, focused agility is key to staying ahead of the competition. Oh (maybe this would be a #6): Don't forget to celebrate the wins with your team! It doesn't matter how large or how small. We all work much too hard to ignore the outcomes we've inspired. What are your top priorities for SaaS leadership teams? Feel free to share your thoughts in the comments! #saas #leadership #executives #software #growth #customers #product #data #team #culture #innovation #agility

It takes 2 to tango: When I read about OKR (Objectives and Key Results), my brain connects them naturally to KPI (Key Performance Indicators)... ? What I like about OKRs: it provides team alignment around key objectives and most importantly, it lists 2-5 key results you want to achieve. Great to boost accountability and motivation for success in a team (it provides the 'why'). ? While KPIs are not always supermotivational, they are effective in monitoring progress. Without them, it's hard to judge whether you are focusing on the right actions to achieve your results. Conditional of course upon choosing them wisely: "Not all that can be measured matters and not all that matters can be measured". OKR & KPI it is ??! #goalsetting #team

?? Cultivating a Product-Led Culture Product-Led Growth isn’t just a strategy—it’s a mindset that should permeate your entire organization. Here’s how to foster a product-led culture: Cross-Functional Collaboration: Break down silos between product, marketing, sales, and customer success teams. Everyone should be aligned with the product’s goals and customer needs. Customer-Centricity: Prioritize customer feedback and incorporate it into product development. When the product truly solves customer pain points, growth follows naturally. Empowerment and Autonomy: Encourage teams to experiment and take ownership of product features. Autonomy fosters innovation and leads to a product that can drive growth on its own. A product-led culture ensures that every decision and action is aimed at enhancing the product’s value, making it the driving force behind your company’s growth. #ProductCulture #PLG #BusinessStrategy #SaaS #Leadership