Livestorm SaaSCast - How to Build a Customer-Driven Growth Engine

•

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This week we hosted the very first english version of SaaSCast, a live video podcast (webcast) where we talk about SaaS topics: growth, customer success, admin, everything you can think of. In the past, we had the pleasure to host french speaking episodes with great companies such as Salesmachine, Segment or Dougs. For this new version, Maxime Berthelot, Product Manager Marketing at Buffer joined us for a 40 minutes live session. We talked about how Buffer handles growth differently from most saas and how they use their customer feedback to enrich their growth experiments reservoir.

Marketing

“
”
SaaSCast Ep.4 - How to Build a
Customer-Driven Growth?
OCTOBRE 2016 - #SAASCAST
W/ Maxime Berthelot from Buﬀer

“
”
Our mission really is to show the
value of Buﬀer to our customers.
Not to ﬁnd some hacky way to drive
traﬃc to the website.

“
”
Buﬀer is a really customer oriented
company. We try to get a deep
understanding of how our users are
using our apps.

“
”
We mix qualitaBve data that we get
with quanBtaBve data from our 3M
signed up users thanks to our data
science team.

We’re Livestorm. We do browser-based
webinars for sales and user training.
Click to learn more.

“
”
We detect paEerns and create
soluBons to beEer adjust our
growth experiments.

“
”
We don’t ship features, we modify
the actual features and the ﬂow to
bring customers a beEer experience
of buﬀer.

“
”
We’re using Hotjar to get some
quanBtaBve and qualitaBve data.
It’s really cheap.

“
”
We’re really inspired by Brian
Balfour’s framework.

“
”
First, understand every stage of
your funnel and see where you’re
geMng the drop-oﬀs.
Then you spend 40 to 60 days
trying to increase that number.

“
”
Every week you’re going to come up
with experiment ideas to improve
the income (e.g the steps in a trial
conversion funnel) to eventually
increase the outcome (the trial
conversion rate).

“
”
We went from shipping 5–10
experiments / week to thinking
about what would be the most
important things to test.

“
”
The foundaBon of the customer
research team is the book called
Lean Customer Development by
Cindy Alvarez, Director of User
Experience for Yammer.

“
”
Ship early and regularly a few
experiments to build a certain
growth mindset. It will help you
build the process and frameworks
you need.

Q: Can I have the slides?
A: gilles@livestorm.co
Q: Who were you again?
• Maxime Berthelot (@buﬀer) - Product Marketing @ Buﬀer
• Gilles Bertaux (@gillesbertaux) - CEO @ Livestorm
• Buﬀer : https://buﬀer.com
• Livestorm : https://livestorm.co

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1. “ ” SaaSCast Ep.4 - How to Build a Customer-Driven Growth? OCTOBRE 2016 - #SAASCAST W/ Maxime Berthelot from Buﬀer

2. “ ” Our mission really is to show the value of Buffer to our customers. Not to find some hacky way to drive traffic to the website.

3. “ ” Buﬀer is a really customer oriented company. We try to get a deep understanding of how our users are using our apps.

4. “ ” We mix qualitaBve data that we get with quanBtaBve data from our 3M signed up users thanks to our data science team.

5. We’re Livestorm. We do browser-based webinars for sales and user training. Click to learn more.

6. “ ” We detect paEerns and create soluBons to beEer adjust our growth experiments.

7. “ ” We don’t ship features, we modify the actual features and the ﬂow to bring customers a beEer experience of buﬀer.

8. “ ” We’re using Hotjar to get some quanBtaBve and qualitaBve data. It’s really cheap.

9. “ ” We’re really inspired by Brian Balfour’s framework.

10. “ ” First, understand every stage of your funnel and see where you’re geMng the drop-oﬀs. Then you spend 40 to 60 days trying to increase that number.

11. “ ” Every week you’re going to come up with experiment ideas to improve the income (e.g the steps in a trial conversion funnel) to eventually increase the outcome (the trial conversion rate).

12. “ ” We went from shipping 5–10 experiments / week to thinking about what would be the most important things to test.

13. “ ” The foundaBon of the customer research team is the book called Lean Customer Development by Cindy Alvarez, Director of User Experience for Yammer.

14. “ ” Ship early and regularly a few experiments to build a certain growth mindset. It will help you build the process and frameworks you need.

15. We’re Livestorm. We do browser-based webinars for sales and user training. Click to learn more.

16. Q: Can I have the slides? A: gilles@livestorm.co Q: Who were you again? • Maxime Berthelot (@buffer) - Product Marketing @ Buffer • Gilles Bertaux (@gillesbertaux) - CEO @ Livestorm • Buffer : https://buffer.com • Livestorm : https://livestorm.co

Livestorm SaaSCast - How to Build a Customer-Driven Growth Engine

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