• How to build real community w/ Jillian and Matt from SPI Media
    Jan 3 2023

    Summary:

    - Be a guide for customers, and over time that will increasingly improve LTV
    - Difference between a community and an audience
    - How to allow your community members to connect with each other instead of it just being a megaphone from the company
    - Make community members a core part of your company's journey (ask feedback and get inspired by them!)
    - Have a goal for your community
    - How to set up your questions for success by coordinating with your community
    - Do you have a dedicated community point person or is it just another task for marketing
    - What community platforms work well
    - The challenges with using Social Networking platforms (Like Facebook)
    - ROI of community

    Check out the incredible content from our friends over at SPI Media via their all-access pass. You can use code "bonjoro" for a 20% discount. 

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    29 mins
  • 3 LTV Breakthroughs from a former NASA data scientist Tyler Ryan
    Aug 24 2022

    Summary: 

    • Do you know your CLTV at 30, 60, 90, and 180 days?
    • LTV starts with the first purchase
    • LTV by campaign (vs. Global LTV)
    • Most companies have a random customer journey strategy (and why that's a huge hole)
    • LTV is not one number
    • Understanding front-end vs. back-end revenue
    • Look at LTV/AOV
    • How to use your LTV data to market more effectively
    • How to reduce barriers to entry and minimize friction to maximize CLTV
    • Understanding the customer journey (Of people who Buy A, what are they most likely to buy next?)
    • LTV in B2B vs. B2C
    • LTV by channel
    • LTV is not a static number
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    32 mins
  • How to be Proactive to build a Healthy Customer Ecosystem w/ ActiveCampaign's Hailey Whitney
    Jul 8 2022

    -Focusing on CSAT (Customer Satisfaction) and NPS (Customer Loyalty) can be powerful leading indicators

    -Be proactive and check in with customers

    -Have tangible goals around gathering feedback

    -Aligning leadership around customer needs as you scale

    -Separate and layer customer phase

    -Anticipating and responding to customer challenges

    -Being an organization led by Voice of the Customer

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    23 mins
  • How Relationships are Key to Maximizing CLTV w/ George Bryant
    Jun 2 2022


    -What is the MET (Minimum Effective Time) to generate X result
    -How to build relationships with intentionality
    -Using the “Mom test” to make communication accessible
    -Consistency in touchpoints
    -Personalization at scale
    -What extra things are you doing to build customer love?
    -Not B2B. Not B2C. H2H. Human to Human
    -Building product associations through relationships
    -Psychology of positioning

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    25 mins
  • How to Use Copy to Improve CLTV with Eden Bidani
    May 12 2022

    Things to Learn:

    • How to write copy that provides real value
    • “Providing Value” doesn’t just mean case studies/bottom of funnel plays
    • How to not be disruptive in your client communications 
    • Setting expectations upfront affects CLTV
    • Be transparent about TTV (Time to Value)
    • Don’t just “dump information”. Be tactical in how you communicate to maximize adoption


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    20 mins
  • The Magic of “Golden Off-boarding” with Kay Peacey
    Apr 18 2022

    Things you will learn:

    • Transitioning from an individual product/course to a membership model
    • The reality of retention (how to think about it)
    • KRIs (Key Retention Indicators).  Things like coming to Office Hours, showing up in member community, visiting education site, are they opening, clicking, and engaging with emails
    • How to use Airtable to make your life simple (color coding insights!)
    • How to find, and then personally engage with high-risk accounts
    • The magic of “Golden Offboarding”
    • The importance of community (Kay loves Circle)
    • Why advocacy matters
    • How to bond with customers
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    22 mins
  • How to Get Clients that Stick Around for 10+ Years w/ Dale Beaumont
    Apr 5 2022

    Things you will learn:

    • Economics of retaining existing clients vs. acquiring new ones
    • How to not get sucked into the “acquisition trap”
    • The power of niching down (and it relates to CLTV)
    • How events can impact CLTV
    • How to get clients that stick around for 10+ years
    • How to use experiences to create stickiness
    • How to get human with your customers
    • Add value in unique ways (like bulk buying licenses from a vendor to give to customers a tool they all need)
    • If customers aren’t growing, they are on the path to churn
    • Ask for information (like birthday and date of joining a program) so you can deliver special surprises

    Dale Beaumont's business program 

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    25 mins
  • How to Go on Offense to Maximize CLTV w/ Gainsight's Nick Mehta
    Mar 30 2022

    Things you will learn:

    • How things change with the subscription economy
    • Where to start when it comes to CLTV
    • Benchmarks for retention (enterprise and SMB)
    • How do we go on offense (adoption, upsells etc)
    • Product to platform discussion
    • When to evolve pricing and how to update it (think alignment!)
    • How to not overcomplicate things
    • How TTV (Time to Value) matters in the CLTV conversation
    • How to model CLTV
    • Should you always have transparent pricing?
    • Why a healthy product release pipeline is vital for CLTV
    • If they are not growing, they are on the path to churn
    • CS and Sales Alignment

    Nick Mehta Bio: Nick Mehta (he/him), is the CEO of Gainsight, the Customer Success Company. He works with a team of over 1000 human beings who together have helped create the Customer Success category that's currently taking over the SaaS business model worldwide. Gainsight is a five-time Forbes Cloud 100 recipient and Nick has been named the #2 CEO by the Software Report, has a 99% approval rating on Glassdoor, and was named Entrepreneur Of The Year for Northern California Award. On top of all that, he was recently rated as the #1 CEO in the world (the award committee was just his mom, but the details are irrelevant). He is a member of the Board of Directors at F5 (NASDAQ:FFIV) and has co-authored two books on Customer Success, Customer Success and The Customer Success Economy. He is passionate about family, football, philosophy, physics, fashion, feminism, parody music videos and SaaS Customer Success. People told him it’s impossible to combine all of those interests, but Nick has made it his life’s mission to try.

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    21 mins