What do you do when your startup is not growing?

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JASON LEMKIN

Focus on the customers you do have and making them super happy.

I’ve been there, we’ve all been there. At least, patches where we weren’t growing fast enough.

If you have a ton of money, yes, you can sort of spend your way out of it.

But in the end, most of your customers will come from your existing customers. Via word-of-mouth, via referrals, via blog posts, via folks taking them with you to new jobs, etc.

“B2B virality” is usually slow. It can take 9–12 months for one paid customer to lead to another paid customer. But it does work. In fact, almost always if you have super happy customers you are delivering great value to.

So when you are out of ideas to grow, move your primary focus to growing your CSAT (customer satisfaction) and NPS (Net Promoter Score) metrics up substantially.

Measure them carefully, and set monthly and quarterly goals to drive them up.

This will be frustrating, because you won’t see the impact in just a few weeks.

But you will see an impact before the year is out, if you make your customers not just happy, but much happier than they were before.

More here: https://www.saastr.com/the-saas-…

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Published on September 6, 2017
  • metapede

    Follow up: What do you think are the most effective ways to grow CSAT and NPS? Through better service or better product? Assuming your answer is “it depends,” then what are the factors on which it depends.

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