Stuart Balcombe
@stubalcombe
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Tweets on content & customer-led growth | Growth @ https://t.co/cjGaMvETyi
Joined January 2010
Anybody want a Loom walkthrough of me doing customer research online? . - How to find customers hang out.- Learning their pain points.- Identifying their Jobs to be Done.- Building a voice of customer swipe file.- Starting 1-1 conversations.
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A lot can change in a year 👀 . In April 2022, Arrows deleted 1/3 of our product. 11 months later, Arrows is the #1 most-installed app in the “customer success” category of HubSpot’s App Marketplace 🎉.
Startups are built on big bets. Today, a bet we made 11 months ago to go "all in" on a CRM-centric approach to customer onboarding, comes full circle. We're stoked to announce an official partnership between HubSpot & Arrows, as well as an investment from HubSpot Ventures.
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What if marketers created content the way @stripe builds product?. 👉 Customer first.👉 With a clear mission.👉 Reasoning from first principles.👉 Testing early with beta groups.👉 Optimizing for speed of learning. Marketing is often much more like product than you’d think 🤷‍♂️.
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Anybody want a real-time breakdown of how to run customer success in HubSpot?. - Why run CS in your CRM.- Configuring HubSpot for CS.- Better handoffs from sales to CS.- Using product data in HubSpot. Join me at 2pm ET today👇.
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RT @louisnicholls_: 2/ The Happy Customers newsletter from @stubalcombe at Arrows. The pitch: "tactical insights to improve onboarding and….
arrows.to
No fluff. No spam. Occasional listicles. Unsubscribe anytime.
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Honored to see the “Happy Customers” newsletter included among so many great ones I look up to 👀.
📉 Most newsletters from B2B software companies suck. They're nothing more than a bundle of links and a weak sales pitch some intern threw together last minute. But there *are* a few AMAZING ones out there under the radar. Here are four you should check out for inspiration 👇.
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The winners in SaaS play the long game of making customers successful đź‘€.
Here's a question: is a deal really "closed-won" if the customer is never fully onboarded?. No way, IMO. 👎🙅‍♂️ Here's why.
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The chasm between “this looks cool” and real product usage data is a death trap for startups. It’s easy to feel a false sense of validation on a demo. Make it a priority to collect usage data as early as possible in the journey.
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The energy you get coming off a customer discovery call full of new ideas is addictive. More conversation. Less guessing.
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Onboarding customers to a tool to onboard them to your tool…isn’t good CX 👀.
The number of companies who sell "onboarding" as a use-case for their own product who also use project management tools to onboard their own customers is. mind-boggling. Not for long :).
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Most of improving positioning is effectively communicating what you are not.
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Features might not be all it takes to be successful, but damn the product team is making moves right now đź‘€.
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What is going on here?. “We’re not going to grow marketing the company, the board, the investors - a bunch of people. We’re going to take a hit next year in terms of revenue projection.”.
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Early stage startups are a constant battle between:. 1/ feeling like you’re not moving fast enough. 2/ feeling like you have enough confidence in the data to go faster.
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It’s much easier to stalk your competitors than…talk to your customers. Resist the urge. Customers = clarity. Competitors = comparison.
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Who knows a freelance illustrator or designer who creates awesome custom blog graphics? Love the styles of @hidovetail and @intercombrandtm.
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One lesson I’m constantly relearning:. Creating content becomes infinitely easier when you have a clear point of view. New podcast coming soon 👀.
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If you sell online and automatically bill customers, be like @MasterClass . Expectation: Chat support, have to call, debate with support, maybe get a refund. Reality: Click “Support”, Click “How do I get a refund, Click “Confirm cancellation and refund”. 🤯 happy advocate.
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What are your favorite ways to “pre-test” content?. Thinking @wynter_com but for content outlines. Test the hook and angle before writing the whole piece.
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We KNOW aligning around customers success makes good business sense. But we LOVE optimizing around metrics our customers care nothing about.
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