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Growth Hacking after the Sale - Presented at LeanStartup DC

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Growth Hacking after the Sale - Presented at LeanStartup DC

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So you sold a deal to a new customer. Now what? Here are some ideas for hacking growth after the sale to increase customer engagement, cut churn rates, add follow-on sales and build customer champions.

So you sold a deal to a new customer. Now what? Here are some ideas for hacking growth after the sale to increase customer engagement, cut churn rates, add follow-on sales and build customer champions.

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Growth Hacking after the Sale - Presented at LeanStartup DC

  1. 1. KatherineChalmers.com   Growth Hacking after the Sale DC Lean Startup Meetup March 2014
  2. 2. Q: You made the sale – why do you still need growth hacking?
  3. 3. A: You have more selling to do Build your lifetime customer value •  Activation vs. churn •  Account upgrades •  Follow-on sales •  Champion building
  4. 4. Onboarding for Success •  Goal: get new customers to USE your product and have a SUCCESSFUL WIN •  How do you measure success – What is your onboarding success funnel? – Can you measure activation milestones? – Can you analyze cohort behavior over time?
  5. 5. Show users what to do Source:  SodaStudio.nl  
  6. 6. Another example
  7. 7. Praise good behavior •  Hooray! You reached a milestone. – Reward the right actions with positive reinforcement: praise, badges, path, milestones Source:  Knewton.com  
  8. 8. Defined processes Source:  Basecamp  
  9. 9. Easy access to help and training Source:  HubSpot.com  
  10. 10. Follow-on Sales Source:  FastCompany.com   Evernote  follow-­‐on     sales  over  6me  by     customer  lifecycle  
  11. 11. B2B Follow-on Sales •  More users •  More departments •  More applications/uses
  12. 12. It’s not just in the app code! •  Marketing automation/post-sale drips – Best practices; customer service check-ins – Digital body language and event flags •  Account management processes – Customer documentation (CRM) – Account mapping/navigation – VIP programs/user groups – Referral programs
  13. 13. Building your Champions •  It’s easiest to sell to someone who has already said, “Yes” •  How can you help show the world that your customer is a genius for choosing you?
  14. 14. Contact •  Katherine Chalmers linkedin.com/in/katherinechalmers @kathchalmers kath@katherinechalmers.com 703.740.0178 Handouts slideshare.net/katchal

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