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Acquisition, Customer Experience, Emotion, Human-to-Human (H2H), Product Management, Products, Retention, SaaS

9 Empathy Exercises that Help Product Teams Improve CX

9 Empathy Exercises for Product Managers

What is empathy?

Empathy is the ability to understand and share the feelings of another. For Product Managers looking to improve customer experience (CX), that definition translates to doing more than understanding the user’s pain points, but also looking at the emotional landscape of what it’s like to use the product – when it is working, and when it isn’t working.

Empathetic Product Managers ask themselves:

    • How does using the product make the customer feel?
    • How does the customer want to feel when using your product? What would be the best possible emotional outcome for them?
    • How do I ensure the product developers understand and take the customers’ needs into consideration in their process?

The answers to those questions affect every facet of business, from acquisition to retention. It’s how, through CX, you can generate rapid growth through word-of-mouth recommendations, and sustain your success with customers who never want to leave.

Read More on Wootric
💗 Check out Nichole’s Services for SaaS startups 💗

Books, Community, Diversity, LGBTQ, Marginalization, SaaS

Summer reading list for building your community 📖


It’s exactly the right time to hole up with a good book.

There’s nothing like spending a quiet summer Sunday morning reading by the pool, in the park, on the beach, or in the hammock in your own backyard. I take a highlighter and pen with me because I’m usually reading business books, but that doesn’t take away from the pleasure of being outdoors and letting your mind wander across the pages.

Lately, I’ve been reading several really good books about building communities and thought I’d share them with you.


Buzzing Communities: How to Build Bigger, Better, and More Active Online Communities
by Richard Millington

Buzzing Communities was written in 2012 by FeverBee’s Richard Millington, whose work on community building is outstanding. In fact, he’s even inspired the topics of one or two of my newsletter missives! It’s a quick read at 300 pages, and that’s because there is very little fluff. You might run into trouble trying to highlight ‘the good stuff’ in this book because there’s just so much of it. He covers community strategy, growth, content, moderation, influence and relationships, events and activities, business integration, ROI and UX.


Community Building on the Web: Secret Strategies for Successful Online Communities
by Amy Jo Kim

Community Building on the Web came out in The Year 2000 (eons ago, right?), but the core of what makes communities work hasn’t changed since, oh, year ONE, so it’s still on target when it comes to the basics. I enjoy reading the insights in here about how the early communities, like Yahoo, iVillage, eBay and AncientSites attracted and retained their followings. You’ll basically meet the grandmamas of the communities we know and love today, and you can see how what worked then has evolved into what works now. Think of it as a history book.


The Art of Community: Building the New Age of Participation
by Jono Bacon

Jono Bacon is a highly respected consultant on community strategy and this book is almost like hiring him to tell you EVERYTHING. Almost. He goes over how to recruit and motivate members to be active participants and how to use them as a resource for marketing and fresh ideas. All while making your community a resource that helps them do their work faster and easier. He also goes into how to track progress on community goals, and how to handle conflict, two thorny issues in community management that can never get enough page time in my books.


The Body is Not an Apology
by Sonya Renee Taylor

This is my favorite book of the year so far! And its message should be at the core of all communities. 💗

Humans are a varied and divergent bunch with all manner of beliefs, morals, and bodies. Systems of oppression thrive off our inability to make peace with difference and injure the relationship we have with our own bodies. The Body Is Not an Apology offers radical self-love as the balm to heal the wounds inflicted by these violent systems.

World-renowned activist and poet Sonya Renee Taylor invites us to reconnect with the radical origins of our minds and bodies and celebrate our collective, enduring strength. As we awaken to our own indoctrinated body shame, we feel inspired to awaken others and to interrupt the systems that perpetuate body shame and oppression against all bodies. When we act from this truth on a global scale, we usher in the transformative opportunity of radical self-love, which is the opportunity for a more just, equitable, and compassionate world–for us all.


Connecting to Change The World
by Peter Plastrik, Madeleine Taylor, John Cleveland

Nonprofit and philanthropic organizations are under increasing pressure to do more and to do better to increase and improve productivity with fewer resources. Social entrepreneurs, community-minded leaders, nonprofit organizations, and philanthropists now recognize that to achieve greater impact they must adopt a network-centric approach to solving difficult problems. Building networks of like-minded organizations and people offers them a way to weave together and create strong alliances that get better leverage, performance, and results than any single organization is able to do.

While the advantages of such networks are clear, there are few resources that offer easily understandable, field-tested information on how to form and manage social-impact networks. Drawn from the authors’ deep experience with more than thirty successful network projects, Connecting to Change the World provides the frameworks, practical advice, case studies, and expert knowledge needed to build better performing networks. Readers will gain greater confidence and ability to anticipate challenges and opportunities.

Easily understandable and full of actionable advice, Connecting to Change the World is an informative guide to creating collaborative solutions to tackle the most difficult challenges society faces.


Fierce Loyalty
by Sarah Robinson

Building and sustaining a fiercely loyal community of clients, customers and raving fans is critical for success in today’s turbulent marketplace. Organizations, both corporate and non-profit, that are thriving have discovered a secret – the underlying DNA shared by all wildly successful communities. Fierce Loyalty unlocks this secret DNA and lays out a clear model that any organization of any size can follow. Business strategist Sarah Robinson helps you break down the process and gives you clear, specific steps for creating and maintaining a fiercely loyal, wildly successful community and put it squarely in the center of your business plan. Drawing on her own extensive experience as well as her research into the inner working of some of the most successful communities around, Sarah de-mystifies the process and gives you exactly what you need to make Fierce Loyalty happen in your organization.


Systems Thinking for Social Change
by David Peter Stroh

Donors, leaders of nonprofits, and public policy makers usually have the best of intentions to serve society and improve social conditions. But often their solutions fall far short of what they want to accomplish and what is truly needed. Moreover, the answers they propose and fund often produce the opposite of what they want over time. We end up with temporary shelters that increase homelessness, drug busts that increase drug-related crime, or food aid that increases starvation.

How do these unintended consequences come about and how can we avoid them? By applying conventional thinking to complex social problems, we often perpetuate the very problems we try so hard to solve, but it is possible to think differently, and get different results.

Systems Thinking for Social Change enables readers to contribute more effectively to society by helping them understand what systems thinking is and why it is so important in their work. It also gives concrete guidance on how to incorporate systems thinking in problem solving, decision making, and strategic planning without becoming a technical expert.

Systems thinking leader David Stroh walks readers through techniques he has used to help people improve their efforts to end homelessness, improve public health, strengthen education, design a system for early childhood development, protect child welfare, develop rural economies, facilitate the reentry of formerly incarcerated people into society, resolve identity-based conflicts, and more.

The result is a highly readable, effective guide to understanding systems and using that knowledge to get the results you want.


Quiet – The Power of Introverts
by Susan Cain

At least one-third of the people we know are introverts (including me!). They are the ones who prefer listening to speaking; who innovate and create but dislike self-promotion; who favor working on their own over working in teams. It is to introverts that we owe many of the great contributions to society.

In Quiet, Susan Cain argues that we dramatically undervalue introverts and shows how much we lose in doing so. She charts the rise of the Extrovert Ideal throughout the twentieth century and explores how deeply it has come to permeate our culture. She also introduces us to successful introverts—from a witty, high-octane public speaker who recharges in solitude after his talks, to a record-breaking salesman who quietly taps into the power of questions. Passionately argued, superbly researched, and filled with indelible stories of real people, Quiet has the power to permanently change how we see introverts and, equally important, how they see themselves.


If you run across a community building book I should read, please let me know. 📖☕

💗 Check out Nichole’s Services for SaaS startups 💗

Community, LGBTQ, Marginalization, SaaS

B2B SaaS startups: Let’s support LGBTQ communities, and not just for Pride.


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth.


Pride Month is an opportunity to open up conversations about improving inclusivity – not just in our online communities, but for our employees and customers too. As I’ve mentioned in previous emails, I run an LGBTQ community, I am bi, and have been with my girlfriend for almost 8 years. But even if I wasn’t part of the LGBTQ community, I would be advocating for inclusivity, because LGBTQ rights are human rights.

Humans, however, are notoriously flawed, and the road to inclusivity is packed with potholes. It’s not an easy road, even for those of us walking it every day. I am constantly listening and learning from my marginalized friends. I’m constantly making mistakes. And I am constantly trying to improve.

That’s all we can ask, really. To have the desire to be more inclusive, to listen more carefully, and to constantly improve. Personally, I’d write that straight into company policy, if I had my way.

Some things your SaaS biz can do to support LGBTQ diversity and inclusion:

  • Train staff on the full spectrum of sexual orientation and gender identity, including the LGBTQ vocabulary so everyone knows the correct terms.
  • Provide sensitivity training that is up to date, and not just about racism and sexism. Tip: Learn from Starbucks recent foray into sensitivity training what worked and what didn’t.

“They told us we need to be ‘color brave’ instead of color blind and it was the whitest thing I’ve ever heard,’ she said, describing a journal and discussion portion held mid-way through the session. ‘Me and my coworkers of color felt uncomfortable the entire time.’” – Alicia, a Starbucks employee, quoted in Time

  • Don’t obligate your marginalized staff to help train employees who aren’t marginalized (it’s not their job!) – but, be open to their input. Being open to input could have helped Starbucks avoid the above.
  • Offer equal benefits packages for everyone. Some health insurance providers don’t provide benefits that LGBTQ employees need.
  • Diversify your network by introducing yourself to people who don’t look like you. This action is on the micro/personal level, but it can have a big impact on who gets hired, recommended and promoted in tech.
  • Become aware of who does the “office housework” (ie. it’s usually women), and create a rotation system. Things like taking meeting minutes, cleaning up the break room, collecting money for a birthday gift.
  • Advocate with amplification. When a woman makes a good point or brings up a good idea in a meeting, often a man in the meeting will say the same thing (afterwards) and take the credit. This happens a lot, especially in tech. So when a woman makes a good point, do like these White House staffers did and build on the idea so it keeps progressing and is properly attributed to its rightful source.
  • Donate to LGBTQ foundations to show your support. Some suggestions below!

Where to donate to support LGBTQ communities in tech year-round:

  • The Body is Not an Apology an international movement committed to cultivating global Radical Self Love and Body Empowerment.
  • Lesbians Who Tech – the largest gathering for women in tech in California, and the largest LGBTQ professional event in the world
  • Trans*H4CK – tackles social problems experienced by the Trans community by developing new and useful open source tech products that benefit the trans and gender non conforming communities
  • Start Out – connects and educates LGBTQ entrepreneurs to empower great leaders and businesses.
  • Out in Tech – provides resources and mentorship to ensure career access for LGBTQ youth and provide web services for LGBTQ activists around the world.
  • Trans Tech Social – an incubator for LGBTQ Talent focusing on providing resources, support and community.

My Pride Month reading list:


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth

If you’d like to receive emails like this one, sign up for my newsletter:

Bots, Customer Experience, Human-to-Human (H2H), SaaS

How SaaS startups can build human-centric relationships faster and at scale, supported by automation

Isn’t automation the antithesis of person-to-person contact? It certainly has been. We’ve all been caught in the labyrinthine automated phone support systems that never give you the answers you need. Automation has, for too long, acted as a gatekeeper to human contact. Almost like it’s there to weed out the faint of heart, or weak of purpose.

(That’s called segmentation, and we’ll get to it later).

But there’s an idea forming that elevates automation from gatekeeper to facilitator. Instead of barring the way, automation should be helping you on your journey and connecting you with the people and solutions you need.

And that’s where human-centered-relationships come in.

What does ‘human-centered relationships’ mean? Relationships that are personal, friendly, generous and meaningful. Relationships that aren’t just about what you can get from the other person, or how much you can sell. But about how much value you can provide, how much empathy you can offer, and how delightful an experience you can create.

I know, it sounds like a lot of work. One of those ‘nice ideas’ that’s impractical to implement (and your CFO would laugh you out of the room if you tried).

But, call it karma, or call it a sustainable business practice – it’s been proven that companies that take care of their customers do better in the long run than companies that prize profit over people.

Automation, and specifically chatbots, can be part of that picture. In fact, for growing businesses that want to make a big impact, automation should become an integral part of making customers experiences feel personal and delightful at scale.

Read More on Freshchat
💗 Check out Nichole’s Services for SaaS startups 💗

Customer Development, Customer Experience, Customer Success, SaaS

5 Sneaky Biases That May Affect Your Customer Insight Analysis

Data is the beating pulse of business, but customer data is more like DNA. Customer data, if we’re using it right, directs how we grow and what we develop. But what happens if that customer data becomes corrupted by our own bias?

We can’t grow or develop in the ways we need to.

But what is bias exactly? Where does it come from?

The most prevalent bias is, perhaps, confirmation bias – seeking out data that confirms our existing beliefs.

In an early study of confirmation bias, young children were asked what features in a sports ball are important to the quality of a player’s serve. Some said size, others said material, some dismissed color as a factor – but once they’d made up their minds, they failed to acknowledge evidence that was contrary to their theory – or explained away evidence that didn’t fit.

But what’s worse, especially for those of us using data to steer our businesses, is that confirmation bias caused them to not generate alternate theories unless someone asked them to. They missed exploring and finding other possibilities.

There are other types of bias too, including:

Algorithmic bias – When the data used to teach an AI machine learning system reflects the implicit values of the humans involved in collecting, selecting and using that data. You might remember the 2015 uproar around Google’s image recognition AI algorithm that auto-tagged photos of black people as gorillas? Yes, that happened. And in 2009, Nikon’s image recognition algorithms consistently asked Asian users if they were blinking.

Survivorship bias – When the data analyzed only comes from success stories.

Sample bias – When the population you collect data from doesn’t accurately reflect the population you’re trying to learn about.

Avoiding bias when gathering, analyzing and acting on data is impossible. Bias creeps in with assumptions, instincts, guesses, and ‘logical’ conclusions – and mostly, we don’t even know they exist until someone without those particular biases point them out.

But, while we can’t escape biases, we can try our best to account for them when we collect, analyze and interpret data.

“The greatest obstacle to discovery is not ignorance – it is the illusion of knowledge.” – Daniel J. Boorstin

Read More on Wootric
💗 Check out Nichole’s Services for SaaS startups 💗

Branding, Content Marketing, Guest Posts, SaaS

Why SaaS Companies Need a Messaging Strategy Document (And How to Create One) by @kaleighf

Guest post by Kaleigh Moore, freelance writer for SaaS companies. 

Especially for new SaaS companies, figuring out the appropriate messaging can be a daunting task. When you’re trying to grow and scale quickly, messaging is an element that often gets pushed to the back burner. It seems like a “nice to discuss” not a “must discuss RIGHT NOW.”

But the thing is: Messaging matters. It matters a lot.

If you don’t to who you’re writing for (or how that voice should sound, or what it should be saying)–you might be hurting your company’s growth efforts.

You’re essentially just “winging it”. I call this the spaghetti method: You’re throwing language noodles and hoping something sticks. Sometimes it does, sometimes it doesn’t, but overall, it’s not the most strategic approach.

So what can you do about it?

I always encourage SaaS companies to develop a comprehensive messaging strategy very early in the launch process. Doing so helps ensure everyone is on the same page right from the start–and it makes scaling content efforts a whole lot easier down the road.

Let’s look at what you should include in your messaging strategy when you need to develop one of your own.

Getting Started with SaaS Messaging Strategy

One of the biggest reasons for developing a SaaS messaging strategy in the first place is so it can act as a roadmap for all customer-facing content. From website copy to marketing materials, these notes on writing voice, style, and more will add consistency and uniformity across the various customer touchpoints you’re building.

A few months back, I had a founder come my way who needed some help putting together a messaging strategy document for this very purpose. He was looking for help strengthening the company’s value proposition so that the copy was tight, polished, and customer-centric upon launch. Together, we developed a well-documented messaging strategy that he then used before, during, and after launch.

Documenting was a key step in this process. Many brands discuss their plans for messaging, but don’t take the time to put them down in writing. In fact, according to Content Marketing Institute, as of 2016, just 37% of B2B marketers and 40% of B2C marketers had a written content marketing plan.

With this in mind, let’s look at some of the key elements of a messaging strategy that you’ll want to document and share across your entire team so that everyone is on the same page.

How to Create a SaaS Messaging Strategy Document

Your messaging strategy can be as simple or as complex as you want it to be, but there are a few key elements you’ll want to include at a basic level.

What to include: The Basics

  • What we do: Define what your SaaS does in 2-3 sentences
  • Value proposition: The unique value behind your product or service
  • Stats to leverage: The hard numbers/stats you can showcase to reinforce your value proposition
  • How we’re different: Why a customer should buy from you over a similar SaaS
  • How it works: The 3-5 step process that outlines how one can become a new customer
  • Target customers: Who you’re trying to sell to (customer personas work well for this)
  • Target customers’ pain points: What obstacles/problems you can solve for the customer

What to include: Style Guide

  • High level content objective: What are your big picture goals for content? Define them and set benchmarks for success.
  • Content-specific goals: What are your content-specific goals for mediums like email, blog posts, website copy, etc? Define objectives that give you data points to strive for.

  • Notes on tone, voice, and style: How should your brand voice sound? Friendly? Formal? Will you use em dashes in lieu of semicolons? Make detailed notes on how you want your brand to look and sound in writing.

  • Competitors (not to reference): If you’re going to be bringing on external help, it’s good to have a list of competitors not to reference (data-wise, and link-wise) in materials.

Need more inspiration? This template messaging map can help get the ball rolling.

💗 Check out Nichole’s Services for SaaS startups 💗

Community, Customer Success, Emotion, Human-to-Human (H2H), Retention, SaaS

Set the tone of your SaaS community to be like Sunday brunch with friends 🥞☕️

Set the tone of your SaaS community


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth


Here’s the thing you may not know about me: SaaS companies hire me to help them build and grow communities around their SaaS products. I don’t advertise this. But they’ve seen me doing community growth at Growth Hackers, Product Hunt, Inbound, and now Zest.is and…

They want in.

Because they know they’ll only get the benefits of a community for their SaaS company if they can manage to build a community that’s more like, well, Sunday brunch at my place.

Or your place. It’s not really the venue that matters.

It’s the chemistry of the people.

The tone.

To get all woo woo on you – the energy.

This is where you come in.

Every Sunday morning, we’re going to talk about building, launching, engaging, and growing online communities for SaaS products.

We’re going to start at the beginning. What is a community? What does it do? How can you set the tone so everyone has a good time, and gets what they came for?

That’s what this very first email is about.

What does a community do?

Communities share ideas, give advice, ask questions, make jokes, support each other’s goals, break bread and bake pies. And community members help their neighbors build everything from barns to businesses. At least, that’s how they work in real life.

Here’s something else you may not know about me: I host gatherings at my house with large groups of creative, brilliant people every Sunday.

We cook, eat, make things together, have deep important conversations and blow bubbles in the pool.

Sunday get-togethers

However, It’s a little different when I talk about online communities with SaaS businesses.

Here’s what they hope will happen:

  • Customer retention
  • Upselling opportunities
  • Brand advocacy
  • A ready pool of voice-of-customer data that’s pure gold for sales & marketing

These are great goals, and the best way to achieve them is to create an online community that feels like an offline one.

How can you set the tone of your SaaS community to be like a Sunday morning brunch with friends?

Here’s how it works in my house:

If the gathering is large with new people who don’t know each other, introductions are important.

I’ll ask everyone to go around the room, say their names, their pronouns, and fun facts about themselves. This opens up the conversation.

When I know two guests who really should know each other, I introduce them and tell them what they have in common.

Then we have ice-breaker games like Loaded Questions where people have to guess who answered what to questions like:

Loaded Questions

The first steps toward building an online community are actually very similar.

Incidentally, CRO specialist Talia Wolf, has a new Facebook group called We Optimize where she took my advice and tried this out for her ‘Intro thread.’ But instead of a ‘brunch,’ she went with a tea party.

Talia Wolf

The responses she got were thoughtful, honest and open – the raw ingredients of real friendships. It gets down to people’s values, rather than “what startup are you at? What do you do?” Much more interesting. Much more engaging. (If you want to see this in action, let me know and I’ll show you the thread.)

Step 1: Know your guests (You got this!)

You’ve already laid the groundwork for genuine connections to happen if you’ve defined your ideal customer, actively market to attract them, and have a customer success process in place to make sure they’re getting what they need. (And if haven’t laid the groundwork yet, don’t worry, we’ll get to this too in an upcoming post.)

Do this, and your customers already have a lot in common. They share the same goals. They want the same things. They share the same values. They’re onboard with your mission.

That is an incredibly powerful place from which to build an active, engaged community.

Step 2: Write down your vision (You already know what it is)

When I throw a party, I have a few specific outcomes in mind. I want everyone to get along really well; I want people with related interests to meet each other; and I want stimulating conversations. It’s about creating an experience for everyone there that’s helpful, inspiring and fun.

Now, my guests know that’s what they’re getting when I send out the invitation. But yours don’t – not yet.

Before you invite your first members, get clear on what kind of community you’re hoping to build, and what experience you’d like their help with creating. What is the purpose of your community? (Tip: That purpose had better be helping your community, not just making more money for your company.)

Next week, I’ll share how to make your online community the place to be for your niche – and it all starts with your initial guest list.

kitten tea party

Have yourself a gorgeous day.

P.S. Hit reply and I’m happy to answer all your questions.

Know someone who could benefit from reading this e-mail? Please forward it on!


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth

If you’d like to receive emails like this one, sign up for my newsletter:

Churn, Community, Customer Success, Human-to-Human (H2H), Products, Retention, SaaS, Startups

Slack’s community superpower for SaaS is all about churn


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth


For SaaS products – whether B2B or B2C – Slack is where it’s at. By which I mean Slack is where your customers are already. But Slack has more going for it than just that. The platform is remarkably well-suited to creating exactly the kind of communities and engagement we’ve been talking about. The kind that fosters loyalty.

Consider:

Subscription-based businesses require strong customer relationships to prevent churn and increase customer lifetime value (the metrics that make or break your business).

Creating a community is one way to strengthen customer relationships and improve loyalty.

This is really – really – about eliminating churn.

Eliminating ‘Champion’ Churn

One of the leading causes of churn, especially for B2B SaaS, is when your ‘champion’ (the person who’s been talking you up to the boss, convincing everyone that you’re the solution they need) leaves. But if the whole team is on Slack? You’re already cultivating relationships with everyone, and they understand the value you bring.

Eliminating Churn among VIP Customers

BubbleIQ reported ZERO churn among the customers they shared Slack channels with. Now, they only began opening up private channels for their VIP customers who were already loyal and engaged, but still. Zero is a good number.

“Most companies rely on email or chat for support — but it turns out that’s a surprisingly high friction method of support for business customers today. Forcing customers through a formal contact form or into a long email thread creates a barrier between you, and makes it difficult to respond quickly to high priority issues.” – BubbleIQ

ProdPad’s Slack Community Experience

ProdPad also has never had a customer churn who was part of their Slack community.

Customers who join our Slack community were not cancelling their ProdPad plans at all. In fact, 99% of our cancellations were (and still are) coming from customers who weren’t part of our community.

In fact, ProdPad published a fantastic 40-minute video about their Slack community, and you should watch it. But I particularly loved what they said about how their Slack channel fostered and strengthened their relationships with their customers.

Andrea Saez, Head of Customer Success, talks about the “happy accidents” she discovered when their Slack community went live.

  • Users were helping other users to troubleshoot issues – out of the goodness of their hearts. So for those of you who might be concerned about the increased pressure put on your Customer Service teams, you might see the opposite effect. Cool, right?
  • The whole ProdPad team became involved and made themselves available to chat and answer questions, even the CEO, which meant that customers were taken care of even if the primary Slack designees weren’t immediately available. The “side effect” of this was that the whole team became more customer-centric, adding “a human touch to everything.”
  • Engagement levels rose – to the point where customers made friends with other customers.

As with any community, moderation was a challenge. They help set expectations with a Welcome Bot named Winston who greets new members and tells them the basics: how to submit feedback and ticket requests, and how to reach ProdPad members, as well as reminding them to be kind. I love the use of automation here!

There are so many good ideas in in this video for how to set up and use your Slack product community. It’s definitely worth the watch.

If you’re considering using Slack for customer support, Robbie Mitchell wrote a comprehensive Playbook for Working with B2B Customers in Slack that I recommend.


This article was originally sent as an e-mail as part of my newsletter, Sunday Brunch with Nichole: A Weekly Missive on Community Growth

If you’d like to receive emails like this one, sign up for my newsletter:

Community, Human-to-Human (H2H), SaaS

#ForgetTheFunnel: [Slide Deck + Video]: Boost your SaaS product with a community that grows itself

From Claire & Gia:

“If anyone could be considered a community-building expert, it’s definitely our friend Nichole Elizabeth DeMeré. Not only has she played an instrumental part in growing the famed Inbound.org, GrowthHackers.com, and Product Hunt communities…she also now maintains several of her own thriving Slack and Facebook communities for SaaS marketers and founders. As members of some of Nichole’s online communities ourselves, we can attest: they’re the most positive, engaged, and fast-growing online spaces for SaaS folks to hang out, learn from each other, and form new friendships. If you’ve considered starting a community as part of your marketing strategy, you’ll 100% want to hear Nichole’s process:”

Watch the 30 minute workshop

I teach SaaS founders how to build, engage, and grow communities around their products. I am happy to help you with your community, too, just send me an email at nikki.elizabeth [at] gmail if you are interested in potentially working with me.

💗 Check out Nichole’s Services for SaaS startups 💗

Customer Success, SaaS

Customer Success Analyst: When to Hire Someone Dedicated to the Data

The Customer Success Analyst has evolved to be the go-to person for all the data – or as Marketo put it in their Linkedin job ad, “the primary deliverable of the Customer Success Decision Analyst is to convert our Customer Success operation at Marketo into a highly data-driven business where we can measure, analyze and optimize every aspect of our engagement with our customers.”

This includes data like:

  • Feature usage patterns
  • Maturity scores
  • NPS results
  • Voice of customer qualitative feedback
  • Customer journey mapping
  • Customer experience metrics
  • Capacity models

Among all of the hats that CSM’s wear, the number-crunching, data-heavy, quantitative analyst hat is one of the most time-consuming. But because of the data-savviness this role demands, CS analysts also hold the keys to unlocking incredible potential when your business is scaling up.

The CS analyst role isn’t *just* about collecting data for dashboards and reports (and basing recommendations on that data) though. It complements the Success Operations role, which builds new tools and processes to scale CSM’s everyday activities. As the person navigating multiple platforms for data on a day-to-day business, CS Analysts know how information flows and who needs what information.

For one of Wootric’s customers, Chorus.ai, CS Analysts also take ownership of the technical onboarding process for new or upgrading customers, ensuring “a smooth implementation, including initial and ongoing training for customers.”

It’s a prime position from which to watch for opportunities to make big impacts on the success of customers – and the success of the company. That’s the subtextual expectation: By being in charge of the data, the CS Analyst knows how to use it to find untapped value.

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