Customer Development @ SLP Mumbai by Ruchir

Customer Development

Tiny learnings and experiences from working with

When you stop listening to customers, your company starts

dying

A wise old owl sat in an oak

The more he saw, the less he spoke

The less he spoke, the more he heard

Why can’t we all be like that bird?

Find the Core Problem

It’s far easier to go through talking points you’ve said 100 times than to engage the customer in a

dialog about their business challenges

PUCCKA Methodology – Mark Suster

Why Customer development is necessary?

Identify customer that need help to purchase Help identify customers about to churn Help identify customers that are appropriate for an up

sell or cross sell Behavior pattern and insights

CHURN

What does success mean to your customer?

How does your product enable your customers to achieve success?

How does that change over the various stages of your customers’ lifetimes?

Engagement is basically where people are getting value from your

product

Content (Case Studies) Improve Onboarding with clear communication

practices Good Support

Happy Customers Sell

Customer Happiness Score

Quantify Business Outcomes

Positive - Integration with existing product

Negative- Delay in bill payment

CHS= P1*W1+N1*W2

“If you cannot measure it, you cannot improve it” – Lord Kelvin

Identify “At-Risk” Customers

Segment and change customer messaging Create a personal experience Give incentives

Marketingcan lead to Churn

Measure Engagement with Tools

Persona

Some Customer Problems We Solved

Reliability

Invite Friends

Never Miss a Customer

Dangerous Signal

“I would use your product if only you had X feature”

They Stop Using, They Stop Paying

Connect with me @ruchir_89Or on email- ruchir@exotel.in