Find critical customer insights, then turn them into high-impact, revenue-generating outcomes for your SaaS.
Below, we'll lay the groundwork to ensure you get the best possible results with this program:
These are the steps you'll be guided through as you complete the program...
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.
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.
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.
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.
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.
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:
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:
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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:
Once that's done, it's time to dive in 🚀
What is Customer-Led Growth?
The State of SaaS
The State of Your SaaS
Championing Customer-Led Growth
Level-Setting as a Company
Building Alignment
Why Your Customers are the Key
Module 3: Jobs to be Done
Clarifying Your SaaS' Competitive Landscape
Module 1: Customer Experience Mapping
A Growth Framework for Your SaaS
Module 1: Customer Experience Mapping
Deconstructing Customer Experiences
Module 1: Customer Experience Mapping
The Mapping Process
Module 2: Mapping Your Customer JTBD
The Struggle Phase
Module 2: Mapping Your Customer JTBD
The Evaluation Phase
Module 2: Mapping Your Customer JTBD
The Growth Phase
Module 3: Operationalizing Your Customer Experience
Creating Your Customer Experience Map
Module 3: Operationalizing Your Customer Experience
Your Key Performance Indicators
Module 3: Operationalizing Your Customer Experience
Integrating Your CX Map Company-Wide
Module 3: Operationalizing Your Customer Experience
Sharing Your CX Map With Your Team