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Managing Customer Success to Reduce Churn

The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. That means making sure they get the promised business …

Validating your Decisions Using Surveys

Summary

This article describes in detail how to use on-line survey tools to validate your key startup assumptions, and gain actionable insights into topics such as pricing, target demographics, messaging, etc.…

Unlocking the Path to Negative Churn

Summary: Illustrates graphically why churn is a huge problem as a SaaS company gets larger. It also looks at a very surprising factor that can massively accelerate SaaS growth: negative churn. (This article  is applicable to any recurring revenue …

The State of App Development

Today’s application developers are faced with a broad set of architectural decisions that can make or break their company going forward. This presentation, which was given as a keynote for the MassTLC application development conference, highlights the major changes that …

Scalable Pricing: A Key Tool For SaaS Success

Scalable pricing is a powerful tool to grow revenue in a SaaS or software business. It allows you to capture more of the revenue that your customers are willing to pay, without putting off smaller customers that are not able …

The Science behind Viral Marketing

The Science behind Viral Marketing is a look at the key factors that drive growth in viral marketing. (Hint, the most important factor is not the one everyone expects.) It also looks at what is needed to get virality to …

Slides on Building a Sales & Marketing Machine

Here is the slide deck that I presented last night at the Boston Lean Startup Circle.

The slide deck describes how to build a Sales & Marketing Machine that is predictable, scalable, automated, well instrumented, and cost efficient.

A Case Study: Up Close and Personal for Product/Market Fit

Many entrepreneurs have a strong suspicion that there is an opportunity in a particular market, but lack the detailed understanding of customer pain needed to design an appropriate solution. The  following guest post by John Raguin, ex-CEO, and co-founder of

How Investors Validate Your Bookings Forecast

We have just gone through the time of year when startups present their 2011 plans to their boards for approval. In many ways, these meetings are very similar to the meetings we have with new startups that have projections for …

Setting the Startup Accelerator Pedal

Startups frequently make one of two mistakes: spending too much money, or spending too little money. A key job of the CEO is knowing where to set the startup accelerator pedal. In a recent series of three blog posts published …

Customer Acquisition: Maximizing your Funnel

This blog post focuses on how B2B companies can optimize their customer acquisition funnels using a customer-centric methodology to analyze and remove blockage points.

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Acquiring customers in the B2B world involves using a variety of marketing and sales steps with …