Customer-Led Growth

Find critical customer insights, then turn them into high-impact, revenue-generating outcomes for your SaaS.

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

A Quick Program Overview

Below, we'll lay the groundwork to ensure you get the best possible results with this program:

  1. The key steps to Customer-Led Growth
  2. How the program content is structured
  3. Important actions to take before diving in

1. The key steps to Customer-Led Growth

These are the steps you'll be guided through as you complete the program...

Step 1: Zero in on your growth opportunity

The first step in the process is understanding the high-level growth opportunity. We'll get clarity on the problem you're solving, get buy-in from stakeholders and rally your team.

Step 2: Gain internal clarity

We'll make sure everyone's on the same page about what's ahead and what to expect. We'll also make sure there's team-wide clarity on what your company stands for, what you do, how you do it, and why your work matters to your customers.

Step 3: Gather customer insight

It's time to begin gathering insights from your customers. We'll leverage existing internal customer knowledge, customer surveys and interviews, competitive intelligence, and home in on the "job" your ideal customer "hires" your product to do.

Step 4: Map the customer experience

We'll translate that insight into something actionable. We'll map your ideal customers' experience, identify success milestones along their journey, and define the KPIs you should be tracking to best serve your customers and measure success.

Step 5: Build your strategic plan

This is where it all comes together. Armed with a clear understanding of your customers' experience and your most important KPIs, we'll be ready to craft a strategy and rock-solid execution plan for pursuing your critical business opportunity.

2. How the program is structured

As you can see, we cover a LOT of ground. To help you learn + execute on this process step-by-step, there are four high-level parts in the program:

  1. Introduction to Customer-Led Growth
  2. Customer Insight
  3. The Customer Experience
  4. Building Customer-Led Growth

In each part there are 3-4 modules covering the major concepts. Within each module are the individual lessons, this is where the actual learning happens.

Each lesson will include:

  • A lesson video You guessed it, this is how you'll watch each lesson. Lessons are typically 10-20 minutes long.
  • Lesson Materials — Templates, worksheets, strategy documents, and email scripts to help you each step of the way
  • Action items — A checklist of the actual steps you need to take to do the work
  • Additional Resources — articles and reports relevant to the lesson that can be referenced to dig in deeper.
  • COMING SOON: A lesson transcript — We know that some people prefer to read, so there will be a written version of lessons as well.

Ready already??

Wait.

3. Before you get started...

It's important to remember that this program and "doing the work" covered in this program (lesson action items) is meant to be a part of your workload and work schedule, not in addition to it. This will likely mean prioritizing it over something else you're already doing.

🔔 In order to make consistent progress, we recommend that you take these 2 steps right now:

  1. Block off a dedicated, recurring time each week to watch new lessons (1-2 hours per week is plenty)
  2. As you make your way through lessons, plan to regularly schedule time in your work calendar "do the work" (completing lesson action items).

Once that's done, it's time to dive in 🚀

Part 1: Introduction

What is Customer-Led Growth?

Part 1: Introduction

The State of SaaS

Part 1: Introduction

The State of Your SaaS

Part 1: Introduction

Level-Setting as a Company

Part 1: Introduction

Building Alignment

Part 1: Introduction

Why Your Customers are the Key

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Customer & Audience Insight Overview

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Customer Research: Segmenting

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Running Customer Surveys

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Conducting Customer Interviews

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Tapping into Internal Resources

Part 2: Gaining Customer Insight

Module 1: Customer Insight

Parsing Customer & Internal Research

Part 2: Gaining Customer Insight

Module 2: Audience Insight

Learning from your Website Visitors

Part 2: Gaining Customer Insight

Module 2: Audience Insight

Learning from your Target Audience

Part 2: Gaining Customer Insight

Module 2: Audience Insight

Parsing Website & Audience Research

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

What is "Jobs to be Done"?

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

Segmenting your Customers by JTBD

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

Building Your Customer JTBD Brief

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

Clarifying Your SaaS' Competitive Landscape

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

Your Top-Priority Customer JTBD

Part 2: Gaining Customer Insight

Module 3: Jobs to be Done

Presenting JTBD Company-Wide

Part 3: Operationalizing the Customer Experience

Module 1: Customer Experience Mapping

A Growth Framework for Your SaaS

Part 3: Operationalizing the Customer Experience

Module 1: Customer Experience Mapping

Deconstructing Customer Experiences

Part 3: Operationalizing the Customer Experience

Module 1: Customer Experience Mapping

The Mapping Process

Part 3: Operationalizing the Customer Experience

Module 2: Mapping Your Customer JTBD

The Struggle Phase

Part 3: Operationalizing the Customer Experience

Module 2: Mapping Your Customer JTBD

The Evaluation Phase

Part 3: Operationalizing the Customer Experience

Module 2: Mapping Your Customer JTBD

The Growth Phase

Part 3: Operationalizing the Customer Experience

Module 2: Mapping Your Customer JTBD

Your Customer JTBD Experience Map

Part 3: Operationalizing the Customer Experience

Module 3: Operationalizing the CX

Key Performance Indicators

Part 3: Operationalizing the Customer Experience

Module 3: Operationalizing the CX

CX Map Design & Use Cases

Part 3: Operationalizing the Customer Experience

Module 3: Operationalizing the CX

Company-wide Communication

Part 4: Building Customer-Led Growth

Module 1: Growth Opportunities

Benchmarking

Part 4: Building Customer-Led Growth

Module 1: Growth Opportunities

Growth Opportunities & Prioritization

Part 4: Building Customer-Led Growth

Module 1: Growth Opportunities

Strategic Planning