Ah, jQuery. The faciliator of billions of website interactions every day, this little Javascript library has grown over the past decade to power 65% of the world’s websites, allowing neat animations, seamless events and the development of thousands of handy plugins. Including, of course, many jQuery website tours, which are many developers’ first port of …
jQuery Website Tours: When Are They A Good Idea? Read More »
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 and Customer.io has changed the way modern businesses communicate. Here's …
4 In-App Auto Messages You Should Be Using But Probably Aren’t Read More »
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 I’d argue that for most SaaS businesses, …
4 Quick Wins To Help Nail The First Run Experience Read More »
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 a cost of between £5 and £10. If …
How to Create a Marketing Automation Flow with Twitter Leads and Drip Read More »
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 it is possible if you make some …
How to Quantify the Impact of User Onboarding on Churn and LTV Read More »
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 user onboarding, our first step …
How We Built Our Analytics Stack For Customer Success Read More »
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 behind what makes a great tour, until …
Website Guided Tours: Nine Scientific Tips For Success Read More »
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 Google Display Network or GDN interchangeably, although …
Best Practices: GDN Display Advertising for SaaS Lead Generation Read More »
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 from user onboarding — and how …
The Nickelled Guide To User Onboarding Metrics That Matter Read More »
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 product knowledge = awkward expensive situations When …
Product Knowledge Training 101 for SaaS Companies Read More »
People say the darndest things about user onboarding. Why? Because everyone wraps their heads differently around user onboarding. You see, onboarding is everyone’s job. Or at least it works best when people from multiple teams put their heads together. Everything from micro-copy to design to distribution can and does make a direct impact on the …
What happens during those first few minutes that a user tries your platform for the first time? Despite the incredible value of asking (and answering) that question, it’s one that many product people don’t think about enough. I was recently around a very interesting continuum of product people – first at the MindTheProduct conference (nerdfest for product …
How We Know User Onboarding Is Really About The First Session Read More »
