The Ultimate CRM Guide for SaaS
The complete guide to retaining SaaS customers and extracting more value out of them.
Buy on GumroadWho is this for?
The book is intended for SaaS owners who can't afford to have a dedicated CRM team but don't want to miss out on all of the benefits from it. It's also great for people who work as a CRM Specialist or consultant and want to increase their knowledge. Even people who have no CRM experience but want to learn more about it or are considering entering the field are welcome.
What will I gain from this book?
✅ Increase the happiness and lifetime value of your users by providing them with a great onboarding experience
✅ Reduce the churn and reactivate churned customers
✅ Keep your customers engaged and increase their loyalty so that they become your advocates
✅ Maximize the effectiveness of your marketing messages and discover tools that can help you with it
Table of Contents
1. What is CRM: you probably already know what CRM is, but when I was starting out, I didn’t, so I felt obliged to include this section.
2. Analysis: to know how to retain your customers, you must first understand the customers themselves. What kind of people use my service? Why do they use it? Why they chose my business over other competitors? What are their expectations? I’ll show you how to get the answers to these questions, as well as how to create buyer personas and segment your customers. You will also learn the basics of Cohort Analysis, and why it’s one of the most used CRM tools.
3. Onboarding: after discovering more more about your customers, it’s time to think how we can use this information to our advantage and apply it to different phases of the journey. Without a doubt, the most important one is the onboarding process. It’s where customers are won and lost most often, so you shouldn’t neglect it. In this section, you’ll learn how to turn the welcome email from an annoying formality to a CRM weapon, and also create a checklist to showcase your most important features and ensure a smooth onboarding for your customers. Last but not least, you’ll learn how to use the onboarding questionnaire to gather valuable information and data about your users.
4. Flows: using flows to guide users throughout the product can bring you immense value, reduce churn and increase customer engagement, which all results in increasing the revenue of your business.
5. Customer engagement: many people think that if you’ve managed to onboard a customer successfully, the job is done and he is yours forever. Hopefully you’re not one of those people. Keeping your customers engaged is a continuous process that can lead to an increase in Customer Lifetime Value and should play a major part in your CRM strategy.
6. Types of communication: there are many ways to reach a customer, so it’s important to know what’s the most efficient way to do it. We’ll cover things such as Email, push notifications, in-app/inbox messages, and SMS.
7. CRM Software: last but not least, I’ll review some of the most popular CRM systems and tools, and give you my personal opinion about the ones that I’ve used.
8. Use what you learned: A checklist which will help you put the advice into practice