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SaaS Growth Decoded: The Customer-Led Playbook for 10X Success

Author

Sara Landi Tortoli
March 18, 2024

✨ Hi, I’m Sara, host of the Polyweb podcast. On the show, we explore how we can find meaning in the Technology Era. Join conversations with global tech leaders and entrepreneurs, navigating the intersection of business, life, and technology.

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Ever feel like you're just guessing when it comes to building your product? You pour tons of effort into developing new features, updating designs, and refining marketing...only for lukewarm reception from customers. If you're tired of shots in the dark, this podcast is for you.

In my latest episode, I sat down with Georgiana Laudi, co-founder and CEO of Forget the Funnel, a company that helps businesses operationalize a customer-led approach. Georgiana dropped truth bomb after truth bomb about deeply understanding your users and optimizing every touchpoint for their success.

It was a masterclass in transforming businesses from making assumptions to data-informed product building machines. No more shooting blind - Georgiana revealed frameworks for validating what customers actually need and want.

🎯 Three Key Takeaways:

  1. Leverage the Jobs-to-be-Done framework to deeply understand your customers' needs, not just surface-level demographics. This contexts allows you to build experiences they'll love.

  2. Map out the full customer journey and define "value milestones" where users should experience tangible benefits. Identify KPIs to track whether you're delivering those value moments.

  3. Align your entire organization around the customer experience. Get buy-in from all functions by showing how their work impacts success at each milestone.

📚 Resources:

Georgiana Laudi - Forget the Funnel https://amzn.to/4ciTRIu

April Dunford - Obviously Awesome: How to Nail Product Positioning so Customers Get It, Buy It, Love It - https://amzn.to/3PmZ0W4

⏱️ Time Stamps:

00:00 Introduction

00:41 Defining customer-led growth and its relationship with product-led growth

03:53 Differentiating customer-led growth from other "X-led" growth models

07:15 Building products in a customer-led organization

09:51 The challenge of identifying ideal customers in B2B scenarios

13:24 Applying the Jobs-to-be-Done framework to understand customer segments

19:07 Mapping the customer journey and identifying value milestones

23:53 Leveraging customer insights to refine messaging and product experiences

29:42 Prioritizing customer jobs and deciding the strategic focus

33:57 Operationalizing customer-led growth within the organization

39:06 Repositioning and communicating the customer-centric approach

43:16 Prioritizing customer jobs and aligning with business objectives

47:49 The importance of customer research and avoiding guesswork

52:24 Implementing customer-led growth: A practical example

58:47 Closing thoughts and resources

👀 About:

Georgiana Laudi is a strategic advisor, mentor, & speaker who's passionate about helping teams turn customer value into revenue-generating outcomes. Gia has been launching and building B2B and B2C brands online since 2000. In 2010, she began her track record as a marketing exec and product growth advisor working with successful high-growth recurring revenue startups, and never looked back.

🔗 CONNECT WITH GEORGIANA:
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Polyweb navigates through the intricate nexus of technology, product innovation, and human creativity. Engage with leading entrepreneurs and experts in uncovering how we can forge impactful companies and lead lives enriched with purpose in the Technology Era.

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