In this Friday's recap, Casey Trujillo reminds us of the importance of moving beyond monthly active usage (MAU) as the sole indicator of customer success in the SaaS industry.
He shares the 'watermelon theory' concept and explains how you can use the ladder framework today to progressive from simple goals like education and adoption to better aligned software use with customer's goals.
Takeaways
- Monthly active usage is an important indicator of customer success in the SaaS industry, but it should not be the sole focus.
- The 'watermelon theory' highlights the importance of looking beyond surface-level indicators to assess customer satisfaction and likelihood of renewal.
- The ladder framework provides a roadmap for SaaS vendors to move from simple goals like education and adoption to more strategic goals tied to business outcomes.
- Aligning the use of the software with the customer's organizational goals is crucial for driving business value and ensuring long-term customer satisfaction.
Chapters
- 00:00 Introduction
- 00:52 The Watermelon Theory
- 06:08 Aligning Software Use with Organizational Goals
- 08:01 Conclusion and Call to Action
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
