DeliverDelight

What's the #1 growth mistake startups are making in 2024? 🤔 ⬇️ Trashing their teams. 😓 In an employer's job market, you might see everyone as replaceable. 🔂 But at a startup? 🚀 A ramped expert can literally produce ✨10X✨ the work of a noob! 🦄 If you want to deliver a wonderful customer experience, 🤔 you have to care for the people who care for your customers. ❤️🩹 If your team seems stressed, overworked, tired and snappish...😤 Your customers will feel it 😰 and so will your bottom line. 💸 It's your job as a leader to support your team.🙋♀️ Even when executives pressure you to do more with less. 🙇♀️ Listen to your team, respect them, and support them. 🤗 Encourage healthy breaks, reward their effort, and show progress. ⛹️🏆 When your team feels appreciated, they'll be happy. 😃 And happy teams, make for happy, high paying customers! 😃🤑😃 #startups #b2bgrowth #management #leadership #saas

Have you ever presented a ✨great idea✨ that your customer shot down? 🙇♀️ Here are 🌟 3 easy tricks 🌟 you can try to turn that no 👎 into a yes 👍 🤨 Define why this idea is good for them. Why will they benefit? When and how will it happen? Then, reposition your pitch to incorporate these details. 📊 Use a data-driven hook in your pitch. "If you want to get to 1 Million viewers in 2025, you'll have to 10X conversions at current spend. That's what this does." 🔄 Keep at it. One rejection shouldn't make you give up. Keep raising your suggestion a positive, considerate way, and you might turn your no into a yes! #customersuccess #startups #b2bgrowth

What's the fastest way to expand your enterprise footprint? 🤨 Delight your current enterprise customers! 🌟 Don't know where to start? 👀 Here are 5 easy steps you can take today! ⬇️ ☑️ Share customer success stories across peers. 🎙️ ☑️ Focus on your highest potential customers first. 👑 ☑️ Partner with them to solve tough problems. 🤝 ☑️ Show them how your product will help them over time. 👀 ☑️ Deliver in scope, on budget and on time. 🤓 If you do this, you'll find yourself swimming in referrals. 🐟 If you don't, you may find yourself dead in the water. 😓 #customersuccess #b2b #growth #startup

Customer Success professionals… if you’re waiting for your next quarterly business review to check in with your customer, you’re already behind. Business needs evolve daily, not quarterly. Stay in the know! Engage in a running dialogue with your customers. Ask open ended questions. => What's top of mind for them? => What's giving them headaches? => What are they excited about? Offer helpful suggestions. => Oh! Here's an article you might like... => Our other customer just solved for this, would an intro help? => Me too! Here's how I think about using ChatGPT here. This inhale/exhale approach feels natural. It helps your customer see you as a trusted advisor, not as a seller who comes to sniff around every few months. #customersuccess #startups #b2bsaas

What's the No. 1 mistake Customer Success Managers make? 👇 Overpromising (and under delivering) 🔥 It's shockingly easy to do. 😳 Your customer wants to make a small tweak? No problem! ✅ And it isn't a problem until...you find out you can't make that tweak. 😓 Then it is a problem, and probably a big one. 🔥🔥🔥🔥🔥 You can't avoid one off product requests, but you can manage them. 👇 Ask good questions, and give thoughtful suggestions. Be a good partner, not a weak pushover. This is the key to healthy, sustainable scale. 🔝 #customersuccess #b2bsales #b2bgrowth #startups #growth #startups

"You can't build a business one ticked off customer at a time." On this point, Reese Gomez and I could not agree more! If you want a clear formula for driving hyper revenue growth, check out "Light your Sales Fuse." It's a perfect plane ride read, chock full o' growth goodness. Find it here: https://lnkd.in/eNUQ-ihZ Want more on customer success? Reach out! 👩💻www.deliverdelight.xyz 💌 hello@deliverdelight.xyz #b2b #customersuccess #healthcare #innovation #saas #growth https://lnkd.in/dJPMcdwt

Do you know the 4️⃣ cheat codes to great startup hiring? 👀 If not, you should! They are Profiling, Leveling, Interviewing and Closing. Master these cheat codes and you will always find, and close, top talent. Profiling. Figure out who you actually need to do this job well. Identify the jobs to be done. Define key characteristics and skills required to do the job, and to help grow the company. Then, craft a compelling clear job description to attract top talent. Leveling. Use flexible leveling and total compensation as a competitive advantage. Even early stage companies without an HR function can do this well with a little prep. Interviewing. Differentiate good from great by asking great interview questions. Use flags to remove bad fits early without bogging down your team in endless interviews. Closing. Negotiate the best deal for your startup, closing your top candidate in budget. Master these, and you will always be able to find, and hire, the very best. Want a killer hiring guide for customer success? You can find it online at www.deliverdelight.xyz or email us at hello@deliverdelight.xyz for a free copy. 💻 www.deliverdelight.xyz 💌 hello@deliverdelight.xyz #customersuccess #startups #b2bsales #growth #corporate #hiring

🤯 Sometime it's actually best to let a customer churn. 🫣 This is doubly true for early to growth-stage startups whose tech stack, product offerings and customer base are all rapidly evolving. 💸 Keep track of what you're spending per customer. Include services hours, development cycles, emotional suffering etc. then look at what they pay you. 🍊Ask if the juice is worth the squeeze. 🤖 Remember, you are running a VC backed startup. Not a custom dev shop. 🚀 If you want to grow 3X each year, you and your customers have to partner together, considering one another's needs and prioritizing each other. 👀 If your customer sees themselves as your overlord, you will both fail. 👯♂️You know it takes two to tango. If your customer keeps stomping on your feet, it's best to get out of their way, and let them go trample someone else. 🤓 Over time you'll learn from these kinds of engagements, building an ideal customer profile that helps focus your sales org on the best opportunities. In the short term, trust your gut, and prize customers who act as true partners. For more on customer success check us out at 🌍 www.deliverdelight.xyz | 💌 hello@deliverdelight.xyz #customersuccess #startups #corporate #growth #customerexperience #innovation #technology #creativity #entrepreneurship #leanstartups #sustainability #sales #enterprise #b2bgrowth #b2bsales #saas

"This customer is going to churn," I told the CEO after meeting with the customer's executive team for the first time, "They're just using us as a stop gap while they build their own product..." The CEO looked at me, bewildered, "What? No way! They love us." He was in that meeting too, but he didn't see what I did. The customer's Chief Product Officer hired people to build products that looked very, very similar to ours. It was just a matter of time until they dropped us. I guessed about 2 years. I handed that account to a new CS rep a year later, and flagged them as red. I very clearly told this person that they would have to hustle to keep them. The CS rep in turn, didn't raise the risk flag. They told leadership it was all good. And, day to day, it pretty much was, right up until they fired us. Shortly after losing the account, the CS rep also lost their job. They were let go for saying the account was green when it was red, not just for losing the account. It was very sad. This CS rep was great. They deserved better. Let this story serve as a warning. It can be easy to lose sight of your executive business owner. They pass everything off to their team. It can be very hard to get their attention. This is where your day to day contact comes in handy. Ask them to serve as your executive coach, making sure you get in front of leadership quarterly. Showing executives that you're delivering strong value reflects positively on everyone. It also gives you a chance to spot risk early. When you see it, raise it clearly, and immediately, along with curated suggestions to help remediate it. This will help others see you as proactive, and will get you promoted quickly. Want more Customer Success Tips and Tricks? Check us out 🧑💻www.deliverdelight.xyz | 📧hello@deliverdelight.xyz #customersuccess #startups #corporate #growth #customerexperience #innovation #technology #creativity #entrepreneurship #leanstartups #sustainability #sales #enterprise #b2bgrowth #b2bsales #saas

What do you do when you own upsell, but there is nothing to upsell? Don't panic. Follow these three steps and you'll be fine. First, get a Customer Health Matrix together. This is a spreadsheet with all of your customers, and the relevant data from their contracts. Add a column for gross annual recurring revenue for each customer, then sort highest to lowest. Next, add a column for each feature/function product usage, and mark who is using what. Hopefully you can pull this from your database, but if you can't, do it manually. Next, figure out how you make money. NOTE: This may vary per account. For example, I once worked for a patient communications company that sometimes got paid per message, sometimes per provider and sometimes per location. I had to know how each contract was set up to max out revenue. Finally, Looking at your CS Health Matrix, and at how you make money at each account, you can identify where you can grow. Add a column for max upside. For example, in healthcare, I often found that a single specialty practice was actually part of a broader consortium with several practices. Getting that one practice to vouch for us, lead to others paying for our services too. Sum the total of the max upside to get your total addressable market. That's what you would earn if every customer used every product you sell. Then back into targets with 25% max as your goal for year one, 50% as stretch. When you present this to leadership, be a rational optimist. If there is no new product to sell, pitch them on developing a services offering, or discuss a referral program that will offer discounts to customers for references. Want more Customer Success Tips and Tricks? Check us out 🧑💻www.deliverdelight.xyz | 📧hello@deliverdelight.xyz #customersuccess #startups #corporate #growth #customerexperience #innovation #technology #creativity #entrepreneurship #leanstartups #sustainability #sales #enterprise #b2bgrowth #b2bsales #saas