Author: Geoff Walters

Product Experience
The Ultimate Guide to Help Center Software for SaaS
April 16, 2021

Help Center Software is the unsung hero of the customer support world. I’m sure you can think of times in the past where you were using a particular SaaS product, got stuck on one feature, and then spent ages looking for the knowledge base to diagnose the issue. You might have eventually fixed your own issue, or waited long enough for a customer support person to get round to doing it for you, but I bet you were frustrated by the end of...

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Growth \ Product Experience \ Product Management
What Is Customer Segmentation?
April 10, 2021

Customer segmentation is a classic marketing concept for good reason. There’s a high chance that not all of your customers have the same type of business, come from the same part of the world, or even use your product in the same way. The larger your SaaS empire becomes, the more likely this is to be the case.   Source: me.me If we assume that not all customers are the same, it would be futile to give all of...

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Comparison \ Growth \ Product Management
Top 4 Customer Analytics Software Solutions for SaaS Businesses
April 8, 2021

Here’s a sobering truth: if you run a SaaS company and don’t use customer analytics software, you probably won’t be in business very long. Gone are the days when business leaders can afford to make decisions solely on the basis of intuition. We live in an era of big data. According to Hosting Tribunal, more data was created in the last two years than in the rest of human history combined! It therefore stands to reason that...

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Product Experience
A Guide to Customer Retention: 14 Proven Strategies to Retain More SaaS Customers
April 6, 2021

If you’re doing your job correctly as a product manager, customer retention should be the first thing you think about when you start your workday and the last thing you think about when you clock out. Source: Onsizzle Hyperbole much? Not really. There’s no metric in SaaS businesses that correlates with profitability more than retention. If your business consistently struggles with high churn rates and you’re feeling a bit lost, this...

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Growth \ Product \ Product Experience \ Product Management
4 SaaS Growth Metrics Every Company Should Track
April 2, 2021

In my experience, SaaS founders are often overwhelmed by the topic of growth metrics. They tend to take one of two approaches: Ignore metrics completely, or Look at all the metrics under the sun, and have no sense of patterns. Both approaches are equally wrong. You can’t ignore growth metrics. And if you look at too many, you will be overwhelmed and stuck in analysis paralysis mode. In this article, we’ll show you what...

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Product Experience
How to Create Tooltips (Without HTML or CSS)
March 26, 2021

If you’re a product manager who wants to highlight a particular feature of your product to benefit your customers, you’ve probably thought about using tooltips. Why are they popular? Well, tooltips are a great way to help users better understand features of your UI that aren’t immediately obvious. Here’s the problem: it’s not always easy to create a tooltip without using code! This means that creating tooltips often ends up being...

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Product Management
How to Build An Amazing SaaS Product Walkthrough (with Examples)
March 24, 2021

If you’re a long-time product manager, you’ll know that your product walkthrough can make or break your SaaS business. The key objective of a good product walkthrough is to promptly direct the user to their first “Aha Moment,” thereby maximizing the odds of both activation and Day 1 retention. Ideally your walkthrough is an interactive one so that the user is engaged and feels like they are an active part of the process. If you’re...

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Product Experience
The Dark Side of Product Management — Addictive Products
March 18, 2021

I’m sure most of us Product Managers are not evil by nature, but there is inevitably a dark side of product management too. Sometimes the same psychological devices we use to make our SaaS products engaging can also make the products really...addictive. Do any of these behaviors seem familiar? Scrolling through Facebook until 2 amBinge-watching Netflix for 6+ hoursSpending the entire day playing League of LegendsCompulsively checking your...

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Product Experience
The Best Customer Retention Management Software of 2021
March 11, 2021

Let me be frank: if you’re a SaaS company and you’re not using customer retention management software, you’re missing out. Not only is it significantly easier and cheaper to retain a customer than it is to acquire a new one, retention is also where all the money is in the SaaS world. A study by Totango found that 70-95% of revenues come from upsells and renewals, as opposed to only 5-30% from the original sale. Source: Guy Nirpaz,...

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Product Experience
The 4 Customer Feedback Tools Every SaaS Company Should Be Using
March 6, 2021

Customer feedback tools that make the most of user feedback are probably the most important weapon SaaS teams have at their disposal for building their products. After all, you are building your product for your customer, right? The million-dollar question is: which tools do you use and to what end? In our previous post, we examined 12 different tools that all have value in different use cases. If you don’t have time to test all of these and...

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