What I learned from customers this week – 22.11.2021–26.11.2021

It’s really hard, for SaaS businesses and their customers, to create frictionless onboarding and low-touch launches.

Post launch, it’s really important to revisit your customers, regularly. Not just for a check-in. Spend time understanding how users are working with your product, make sure they are getting value from it.

Invest. Invest time with tweaking, optimising and supporting your customers in the first few months post launch. Do everything you can to ensure there is adoption – it will pay back in the medium and long-term.

Listen. Understand how your product and business is perceived by your customers, this can reveal opportunities and highlight issues before they become problems.

Don’t assume you know more or better than your users. Don’t force your solution on them. If something isn’t working, to and understand why.