So you sold a deal to a new customer. Now what? Here are some ideas for hacking growth after the sale to increase customer engagement, cut churn rates, add follow-on sales and build customer champions.

1. KatherineChalmers.com
Growth Hacking after the Sale
DC Lean Startup Meetup
March 2014

2. Q: You made the sale – why do
you still need growth hacking?

3. A: You have more selling to do
Build your lifetime
customer value
• Activation vs. churn
• Account upgrades
• Follow-on sales
• Champion building

4. Onboarding for Success
• Goal: get new customers to USE your
product and have a SUCCESSFUL WIN
• How do you measure success
– What is your onboarding success funnel?
– Can you measure activation milestones?
– Can you analyze cohort behavior over time?

5. Show users what to do
Source:
SodaStudio.nl

6. Another example

7. Praise good behavior
• Hooray! You reached a milestone.
– Reward the right actions with positive
reinforcement: praise, badges, path, milestones
Source:
Knewton.com

8. Defined processes
Source:
Basecamp

9. Easy access to help and training
Source:
HubSpot.com

10. Follow-on Sales
Source:
FastCompany.com
Evernote
follow-­‐on
sales
over
6me
by
customer
lifecycle

11. B2B Follow-on Sales
• More users
• More departments
• More applications/uses

12. It’s not just in the app code!
• Marketing automation/post-sale drips
– Best practices; customer service check-ins
– Digital body language and event flags
• Account management processes
– Customer documentation (CRM)
– Account mapping/navigation
– VIP programs/user groups
– Referral programs

13. Building your Champions
• It’s easiest to sell to someone who has
already said, “Yes”
• How can you help show the world that
your customer is a genius for choosing you?

14. Contact
• Katherine Chalmers
linkedin.com/in/katherinechalmers
@kathchalmers
kath@katherinechalmers.com
703.740.0178
Handouts
slideshare.net/katchal