Customer retention is the new conversion
Convincing potential users to sign up for your product isn’t easy. But what happens next is far more important – customer retention is the next frontier.
Convincing potential users to sign up for your product isn’t easy. But what happens next is far more important – customer retention is the next frontier.
Engineering 19 min watch
To move quickly towards a mission, the core attributes of product teams – strategy, design and engineering – need to be well aligned. But how do you achieve that alignment and what happens when you don’t?
Customer Engagement 2 min read
You often hear many great talks about the founding story and how to drive that first phase of growth. At SaaStr Annual, I talked about what happens after that, in your next phase of growth.
Customer Service 14 min watch
No matter how internal a decision you make seems, it always has an external effect on your customers. The interactions that your customers have with your support team shape how they think and feel about your product.
Customer Engagement 25 min listen
Product marketing is about getting people to understand not just what you’re building, but why they should care about what you’re building. I spoke about this topic at Intercom’s 2017 World Tour.
Product & Design 18 min watch
We spend a lot of time talking about how companies can get to the point where their product resonates in the market. At WebSummit 2018, I made the case that this is not the only thing that matters.
Customer Service 19 min watch
As a human being, storytelling is one of the most powerful tools in your arsenal. It works in just about…
Product & Design 27 min watch
This week I gave a talk at The Next Web on the importance of your product strategy when scaling a…
Customer Engagement 13 min watch
Shouldn’t everyone in a startup be working on ‘growth’? If so, what actually is a growth team? Why are so…
Product & Design 36 min watch
Design is becoming a rich entanglement of different ideas, technologies, trends, cultures and patterns. And this has a profound impact…