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.
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