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SaaS Growth Stacking - with Dan Martell

How do you end up in rehab for 11 months, discover computer programming, then build 5 tech startups, selling 3 and raising money for the last 2 in 15 years? Tune in each week and Dan Martell will teach you: How he got invited to spend a week with Richard Branson. How he ended up raising money from Mark Cuban. How to hack your productivity. How to focus your marketing efforts. How to get your big dreams funded. How to build, scale and sell your technology company without giving away the control to investors and financial stakeholders. The 3 disempowering “pick me, pick me” mentality that plagues startup founders.. and what you can do to avoid it and fund your startup. Tune in each week and get Dan’s deep-in-the-trenches experience as a father, serial entrepreneur, and investor. Do you want to fund, start, scale and sell your business? That’s the only question that matters here. If the answer is “yes”, then hit the SUBSCRIBE button and let’s make it happen.
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Jun 8, 2020

DOWNLOAD: Customer Support Builder™ - Best Practices, Processes, and Flows to Build a World-Class Support Experience That's Less Time Consuming - https://bit.ly/2MGhuQY

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There’s a GOLDMINE of product insights right underneath your nose…

And you’re probably ignoring it.

A treasure trove of data at your fingertips about new product features, your ideal customers, and opportunities for new verticals or marketing funnels you have left untapped.

This is the high-level stuff that I coach people through, and you’ve already got it.

Hiding in plain sight.

Where is it?

It’s in your customer support tickets.

Customer Support is one of my favourite things to talk about. I love it!

I performed customer support PERSONALLY for 2 years while building Clarity

Why? Because it’s an incredible opportunity for a founder to learn from your customers, guide product strategy and make sure your product is serving real people.

Most CEOs and founders delegate their customer support as SOON as they can.

I get it. You want to work on the high-level strategy.

But… make a habit of scanning your support tickets.

If you’re smart about interpreting those requests and tracing them back to find product insights or marketing hacks, you’ll scale faster.

For my companies, I made sure Customer Support was one of our competitive advantages and we have since been recognized as having some of the best support in the industry.

Want to know what we did? In this video, I’ll walk you through our strategies to turn Customer Support from a burden to a privilege.

I’ll break it down into 5 key components behind my Customer Support growth-hacking strategy. Here we go:

1. Customer Outcomes
2. Support Support (Yes, you read that right)
3. Flow Escalation
4. Measure the Metrics
5. Productize the Knowledge Base

One thing I LOVE about Customer Support is that it’s your opportunity to set word-of-mouth marketing alight.

No matter how many ads you are running or marketing funnels you’ve built, people trust the recommendations of other people most.

Word-of-mouth marketing trumps all others.

Having a kickass Customer Support system means active customers are getting incredible first-hand experiences from your team… and that translates into direct recommendations.

Looking back at my experience across 5 companies, I’d say the 2 things that made our support world-class were:

1. We documented and backfilled lessons learned from support, and put them into a growing knowledge base.
2. We used automation, snippets and text expanders to quickly use templatized answers to common customer issues.

The result? Support demand dropped and so did response time.

Tune in to the video right here to get a dose of Customer Support strategy that’ll turn dreaded tickets into welcome insights.

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Dan Martell has advised more startups than his hometown has people and teaches startup founders like you how to scale. He previously created, raised venture funding for and successfully exited two tech startups: Flowtown and Clarity.fm. You should follow him on twitter @danmartell for tweets that are actually awesome.

+ Instagram (behind the scenes): http://instagram.com/danmartell
+ Facebook (live trainings + Q&A): http://FB.com/DanMartell
+ Twitter (what I'm reading): http://twitter.com/danmartell


DOWNLOAD: Customer Support Builder™ - Best Practices, Processes, and Flows to Build a World-Class Support Experience That's Less Time Consuming - https://bit.ly/2MGhuQY

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