Shannon Klein (@shannokle) - Deepstash

Shannon Klein

@shannokle

Television floor manager

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The product-led flywheel

The product-led flywheel is a framework that promotes product-led growth. It focuses on the user experience at the various stages of the user's journey.

  • On the inner circle of your flywheel, imagine the different segments of your users based on where they are in their product journey. For example, product qualified leads, customers, active customers, loyal customers.
  • On the outer layer of your flywheel are the different stages of product growth: Onboarding, adoption, retention, and growth.

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The SaaS industry can tap into a growth plan that gains momentum over time.

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There is no real reason any software should cost anything in particular.

  • Competition will frame you. So at least try to be the Cadillac of your space.
  • Try to double your pricing on the high end. Learn from it.
  • If you don’t have direct competition yet — create a Comp a few value layers up the App Stack.
  • Be more enterprise. Embrace security audits, SecOps, disaster recovery, penetration testing, etc.
  • Redefine your comp. Ask your existing customers how you can solve an even bigger problem.
  • Charge more for higher editions.
  • Don't let existing budgets define you.

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Understanding Customer Experience in SaaS

When most people talk about customer experience, they think about customer service, customer satisfaction, customer success, customer engagement or customer interactions. 

But customer experience is also much more. On the most granular level, customer experience is about the perception each customer has of your company, brand, and product. This perception is based on all the touchpoints, interactions and engagements a customer has with your employees, brand, messages, and product across every channel and device. 

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  • Their customers — what they want, what they need, and how to bridge the gap between what your product does and this desired outcome.
  • The Onboarding process is where new customers tend to get stuck, where they drop out, and what can help them get over those hurdles.
  • Usage — how well is the product working for the customers? Where they stop using it. What they’re hoping to find — and don’t.
  • Growth opportunities are when the customer will benefit from using more of the product.

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What’s in a name? Turns out a whole lot. Basecamp 3 comes with a core set of 6 tools: Message Board, Campfire (chat), Automatic Check-ins, To-dos, Schedule, and Docs & Files. But maybe in a particular case Announcements nails your use case better than Message Board. Or maybe instead of Schedule, you want people to focus on Deadlines. Now it’s entirely up to you. You can rename any of the core tools in any Basecamp.

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