When I started in the venture business and met software companies, I never heard the words customer success during pitches or throughout diligence or in board meetings. A few years later, customer success has become equal in importance to sales and marketing and engineering and product within SaaS companies.
SaaS businesses face renewal sales processes constantly. Each time a customer sees the monthly or quarterly or annual subscription payment, they wonder, should I be paying for this? Renewal conversations occur with much greater frequency than with perpetual software sales. Startups that manage customer renewals better than their peers grow faster and require less capital.
Tweet Tweet When was the last time you took a long hard look at what makes your customer base tick? Think customer personas – those detailed representations of the different segments of your target audience. Fueled by data driven research that map out the who behind the buying decisions of your products or services, customer(...)
Tyler Bosmeny, founder and CEO of Clever, starts off today's lecture with an overview of the Sales Funnel, and how to get to your first $1 Million.
Michael Seibel, founder of Justin.tv and Socialcam and Partner at Y Combinator, then goes over how to talk to investors - the pitch.
Dalton Caldwell, founder of imeem and App.net and Partner at Y Combiantor, and Qasar Younis, founder of Talkbin and Partner at Y Combinator, then perform an investor meeting roleplay to give you a taste of how it actually might look behind the scenes.
Great Investor Meeting Roleplaying at the end of this video.
“How do you get your customers to do what you want them to do on your website?” Optimizers get asked this question all the time. Without realizing it, the businesses who want the secret sauce, the quick fix to more “conversions” are asking the wrong question.
There's a lot that goes behind the scenes in running a startup. Getting the legal, finance (equity allocation, vesting), accounting, and other overhead right will save you a lot of pain in the long run. Kirsty Nathoo, CFO at Y Combinator, and Carolynn Levy, General Counsel at Y Combinator, cover these very important topics, in Lecture 18 of How to Start a Startup.
This is the third installment of a five part webinar series I hosted with Steve Hogan on “The Innovator’s DNA” by Jeff Dyer, Hal Gregersen,and Clayton Christensen. I think it was the best book on innovation and entrepreneurship for 2011 and it remains the best book on the skills and mindset needed for innovation I have read. It’s useful for any team that is trying to innovate. Each webinar will be in a roundtable format and include first time entrepreneurs and experienced innovators discussing lessons learned applying the five key discovery skills described in the book.
“Understanding and addressing customer journeys creates real value, more so than fixing performance of touchpoints.”
Given the myriad of paths that each journey can take as customers move between different channels over time, identifying which paths are getting in the way of company growth, customer loyalty and satisfaction is a big data and analytics challenge.
No company has a culture; every company is a culture. A startup is a team of people on a mission, and a good culture is just what that looks like on the inside. The first team that I built has become known in Silicon Valley as the “PayPal Mafia” because so many of my former colleagues, including Elon Musk, Reid Hoffman, and David Sacks, have gone on to help each other start and invest in successful tech companies.
Giving People a Chance to “Change the World” Is a Lousy Way to Recruit Employees
What can you learn by talking to users that you can’t learn by looking at data? What questions should you ask? How can user interviews define or redefine your product goals? Emmett Shear, Founder and CEO of Justin.tv and Twitch, gives us his take