VENMATE’s Post

🚀 VENMATE - Udemy 👨🎓 We have just launched our very first 💡 Udemy course: "Introduction to Customer Success in Modern B2B SaaS Business". This course is designed to empower professionals like you to excel in the dynamic field of Customer Success. 🔹 What will you learn? 📚 The fundamentals of Customer Success in the B2B SaaS sector. Proven strategies for driving customer engagement and retention. Practical tips for building strong customer relationships that fuel business growth. 🔹 Who should take this course? 👩🎓 Whether you're just starting out in customer success or looking to sharpen your skills, this course is perfect for anyone eager to make a significant impact in their organization. Join us to unlock the full potential of customer success in your career and help your organization soar to new heights. Enroll now and transform your approach to customer relationships! 👉 Enroll here: Introduction to Customer Success in Modern B2B SaaS Business Let's make a positive impact together! 🌟 https://lnkd.in/eZuJrrdh Find out more about VENMATE on https://www.venmate.net/ #CustomerSuccess #SaaS #B2BSaaS #Udemy #ProfessionalDevelopment #VENMATE

In the realm of product management for B2B clients, simplicity is key. This belief was reinforced during a recent discussion with my colleague Oleg Freed, about the value our new, secret product offers. Traditional frameworks from prominent agencies, such as those outlined by HBR's B2B Elements of Value https://lnkd.in/d29jSj29, often prove overly complex for smaller product teams.  I propose to consider a more straightforward approach that encapsulates the core needs of B2B businesses. 'Value: A Framework for Thinking' by blackswanfarming https://lnkd.in/d4sAuubm is a pragmatic guide designed to steer product decisions effectively. It focuses on two critical areas: REVENUE 1.1 Increase Revenue: Enhance the client's income through improved efficiency or market expansion. 1.2 Protect Revenue: Safeguard the client's existing revenue streams by mitigating risks and ensuring stability. COSTS 2.1 Reduce Costs: Identify and implement strategies to cut operational expenses. 2.2 Avoid Costs: Prevent potential future expenses through proactive measures and foresight. The essence of this framework is simple: if a product does not contribute to increasing or protecting revenue, or to reducing or avoiding costs, its value to a client becomes questionable. What are your thoughts on this approach? Is it too simple? How do you convey the value of B2B products in your strategy? Your insights are invaluable, and I look forward to a fruitful discussion. #BeamMeUpScotty #ProductManagement #B2BSoftware #ValueDriven

Shipped a B2B SaaS welcome series recently with this approach to the email creative: - Highlighted one major product benefit in each email and highlighted the features related to that - Linked to useful articles about the topic related to the feature (example: this feature helps you collaborate better, and here’s an article about collaborating better with your team in general) - Put a customer story of a company who experienced the main benefit that the email highlights - Call to action box to sign up for a trial, of course The innovation we’re testing here is tackling the product’s benefit from multiple angles including the features, a customer story, and useful articles. Related to that, highlighting articles/content catches people who may still be in the learning/not problem aware phase. In other words, the emails include content that meets people at different levels of engagement and awareness. Takeaways: 1. Cover individual product benefits from multiple angles to strengthen your message 2. Include helpful learning content for people who want to learn more about the topics your product helps with

The 5 most common mistakes that B2B SaaS companies get horribly wrong when building a self-serve product: (+ the cause, damaging effect, and solution for each one👇) ❌ Forgetting human support: Cause: Misinterpreting self-serve as no-serve. Damaging effect: Missed opportunities for critical support, engagement, and conversion. Solution: Integrate options for human contact at strategic points. ❌ Overlooking direct user feedback: Cause: Relying solely on data without seeking direct user input. Damaging effect: Missed insights on essential user needs and product improvements. Solution: Explore all the ways you can deploy direct feedback interactions within and outside of the product. ❌ Ignoring onboarding and education: Cause: Underestimating the complexity of the product for new users. Damaging effect: User confusion, frustration and high churn rates. Solution: Implement strategic onboarding journeys and continuous education resources. ❌ Thinking that self-serve = free plans/trials: Cause: Equating free access with full self-serve capability. Damaging effect: Incomplete user journey from sign-up to activation and conversion. Solution: Design a clear, value-driven path from signup to upgrade. ❌ Underestimating personalized experiences: Cause: Treating all users as if they have identical needs and experiences. Damaging effect: Users feel the product is irrelevant to them. Solution: Identify why different users sign up (what problem they're trying to solve first) and personalize your user journeys to help them do that thing. To sum up: Just because people can try your product before they buy it DOESN'T mean it is self-serve. --- Enjoyed this post? Follow me, Yaakov, for more PLG insights :) + ♻ Repost to help someone else

🕵️♀️ Do you know how to measure whether your users are getting value? Would you decide to renew software you never use or get value from? (Spoiler: No.) Discovering the right metrics to track in a B2B SaaS product can be challenging, but it's crucial for success. Understanding what to measure and why will help you stay on top of your business and continue to grow. Let's assume you're already keeping track of revenue and retention and shift our focus to product engagement… One obvious metric is Monthly Active Users (MAU). This metric will inform you if your users are still actively engaged with the product, giving you an indication of whether they're likely to renew or not. Measuring customer engagement goes beyond simply counting active users. It's also about understanding the value your customers derive from the product and the average time it takes for them to achieve that value. 1️⃣ Start by understanding the specific Jobs To Be Done that your customers are trying to accomplish with your software. (n.b. Without getting too salesy, if you don't know how to do this, DM me) 2️⃣ Try to figure out what measurable action users take in your product which most closely represents achieving that value. 💡 For example, at YouTube, Watch Time is their North Star Metric as they’ve decided that watching lots of content demonstrates users are finding value. Don’t overthink it. 3️⃣ Track the time-to-value, which is the average time it takes for users to achieve meaningful customer value from the product after signing up—the shorter the time, the better. By tracking these key metrics, you'll be able to stay ahead of trends and meet the needs of your customers, ultimately leading to more growth and success! What metrics do you track in your business? Do you struggle with determining what to measure? Let me know in the comments👇 #software #userexperience #saas

B2B is often overlooked in #productmanagement courses. As someone who has spent my entire career in B2B I appreciate Daniel Elizalde’s focus here.

Are you interested in exploring how community-driven initiatives in the B2B SaaS landscape can help you uncover raving fans, build better content, and drive value through communal activities? If yes, our next masterclass with Gain Grow Retain is for you! Date: September 21st at 3pm GMT Title: Building scaled customer success through communities Speaker: Jeff Breunsbach, Director Corporate Marketing at Higher Logic Click below to register. You don’t want to miss out!! #customersuccess #csmasterclass #buildingcommunity

Product management for B2C and SaaS products requires distinct approaches. While both aim to deliver value, the paths to success diverge significantly. The strategies, challenges, and success metrics vary dramatically. Here are 7 crucial differences based on my experience 1. Customer Insights: - B2C: Relies heavily on market research, user personas, and large-scale consumer data to understand diverse preferences and behaviors. - SaaS: Focuses on direct customer interactions, user feedback loops, and detailed user analytics to cater to specific business needs. 2. Customer Acquisition/Sales and Onboarding Processes: - B2C: Typically involves a shorter, more impulsive sales cycle with minimal onboarding requirements. - SaaS: Features a longer sales cycle with detailed demos, trials, and onboarding processes to ensure customer success. 3. Retention Strategies: - B2C: Emphasizes loyalty programs, discounts, and user engagement through continuous marketing efforts. - SaaS: Prioritizes customer success, ongoing support, and regular feature updates to maintain long-term subscriptions. 4. Product Usage Patterns: - B2C: Often sees sporadic and varied usage patterns, driven by individual consumer preferences and trends. - SaaS: Experiences consistent, daily usage by businesses integrated into their workflows and operations. 5. Revenue Models: - B2C: One-time purchases or subscription models. - SaaS: Typically involves complex pricing structures like tiered subscriptions, user-based, and usage-based models. 6. Support and Service Requirements: - B2C: Generally requires scalable customer support solutions to handle high volumes of individual inquiries. - SaaS: Demands personalized support, dedicated account management, and comprehensive service level agreements (SLAs). 7. Product Development - B2C: Focuses on broad appeal, user-friendly features, and frequent updates to meet consumer trends. - SaaS: Prioritizes robust, customizable features designed to solve specific business problems and enhance productivity. #ProductManagement #B2C #SaaS #Leadership #CustomerSuccess #ProductStrategy #Marketing

SaaS solutions are cutting-edge, intelligent, and complex. But this sophistication is a double-edged sword for B2Bs. It’s often a challenge to explain your offering clearly and simply. Too much information and you overwhelm your new customers. Too simple and your message becomes too watered down. How do you cut through the noise and still make an impact? Our latest blog post on SaaS customer onboarding videos will show you the way forward. 🔗 Check out our blog here: https://on.b2w.tv/3KKEf4a ZenAdmin (formerly Hybr1d) Asana Notion ExperienceFellow Cintas #Saas #B2B #CustomerOnboarding #Marketing #VideoMarketing #B2BMarketing #Onboarding