Learn more about product with this collection
How to analyze churn data and make data-driven decisions
The importance of customer feedback
How to improve customer experience
The first step of any technical development is a mindset shift.
When your platform is the core of your business, you're not building software for users, you're creating a product for customers.
This small shift in mindset influences everything from capturing customer information to developing the user experience and user interface.
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A customer is a customer before they use your product it's the moment they decide that your business is worth a look.
It's also when the clock starts ticking for you to capture everything you need to know in order to close the sale. Your goal is to save that customer to your database, preferably with a way to contact them.
A customer is still a customer long after they lose interest in your product and that one database record might be enough to rekindle their interest. A customer prospect email address or mobile number is always a valuable thing, even when it's not immediately valuable.
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Any data that connects back to a real human need additional protection around:
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When you start tracking them, give them a status--a simple identifier that they've begun their journey. As they move, keep updating that status : Maybe they tried a demo, signed up for an email newsletter , whatever it may be.
Update that status all the way through to purchase, then track more data as they use the product. Track how often they use it, for how long, which features they use, and anything else that might give you a sense of where they find the most value.
When customers start to lose interest, you can take action to recapture their attention.
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Your customers are the most important data set you have, and your most valuable asset, so spend the most time making sure you capture that value.
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