1. 4 In-App Auto Messages You Should Be Using But Probably Aren't

    Whether you’re trying to increase retention, improve onboarding or decrease churn, in-app messaging has become a standard for most SaaS businesses. It’s not difficult to see why — highly-targeted, behaviour-driven messaging was the holy grail of customer service teams for decades and the advent of solutions such as Intercom…
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  2. 4 Quick Wins To Help Nail The First Run Experience

    User onboarding is often seen as a PROJECT. You know, the type of project that you write a plan for, discuss extensively, define a strategy, discuss extensively, execute, and then discuss extensively. And that’s OK - if improving the first run experience isn’t critical to your business. But…
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  3. How to Create a Marketing Automation Flow with Twitter Leads and Drip

    In this week’s (traditional) Friday off topic blog post, I wanted to share how we created a powerful, completely automated lead generation solution using Twitter lead generation ads and a Drip email campaign. 'Leads on Twitter' ads have worked fairly well for us in the past, producing leads at…
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  4. How to Quantify the Impact of User Onboarding on Churn and LTV

    An interesting question was posed to us on Quora this week - what’s the impact of user onboarding on the total lifetime value of a customer? We brainstormed a bit internally, and came up with the answer below - essentially, it’s a hard thing to work out but…
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  5. How We Built Our Analytics Stack For Customer Success

    For any modern SaaS business, analytics play a critical part in the day-to-day operations of the company. With few offline operations, every decision - across strategy, sales, marketing and product - will likely be informed by the analytics data being held. When we work with clients to help them with…
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  6. Website Guided Tours: Nine Scientific Tips For Success

    Website guided tours are a popular way to ensure the success of new users during the most vital period of app usage - the first few minutes. We’ve helped to create thousands of guides for our customers, but we’ve never taken a look at some of the science…
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  7. Best Practices: GDN Display Advertising for SaaS Lead Generation

    One of the toughest parts of a CMO’s job is building the upper funnel effectively - not every SaaS business has the budget for TV ads or billboards. One underused tool for driving SaaS lead generation is display advertising (in this piece, we’ll use display advertising and the…
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  8. The Nickelled Guide To User Onboarding Metrics That Matter

    It’s common for companies and marketers to think of user onboarding as an afterthought - something that needs to be added on after the product has been designed and is ready to go. Unfortunately, this means that nowhere near enough of us put thought into what results we want…
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  9. Product Knowledge Training 101 for SaaS Companies

    Let's make a wager. I bet you $5000 that within 2 minutes, I could make one of your product managers, customer success agents or sales reps speechless with a simple customer query. No? Don’t like those odds? Well it turns out you’re making that bet every day. Poor…
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  10. How To Consistently Support An Inconsistent Customer Base

    If you think your job is hard, try being a website serving a user base of 80 million. That job is way harder. That’s essentially what the UK government’s workhorse of a website, GOV.UK, does for its people. They won an award for it - as they…
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