In preparation for SaaStock Dublin, we asked our Co-founder, recovering Archaeologist and one time Dublin Tour Guide Barry Devon to suggest 7 things to keep you busy around the event.
It was November 2015, team Akita was attending a SaaS meetup at Intercom HQ in Dublin, and co-founder of SaaScribe Alex Theuma let the crowd in on a little secret: he was planning a brand new conference for the SaaS community.
Fast forward three years and SaaStock is the biggest event of its kind in Europe, attracting over 3,000 attendees from 50 countries and Alex is as committed to his vision as ever.
According to anthropologist Robin Dunbar, our primate brains can only maintain stable relationships with around 150 people—beyond that, we begin to struggle. That definitely resonates with those of us that forget a person’s name as soon as we’re introduced.
It seems logical that a similar challenge faces us when managing our customers.
What are Customer Segments?
Customer Segments are groups of customers created in order to apply separate engagement strategies.
You’ve heard the term "all customers are equal", well, that’s just ridiculous. Some are more valuable to you than others and they are all different, be it in their profile, how they consume your solution or what they are looking to achieve by using it. It may not be scalable to tailor a different engagement strategy for each client, but identifying some common customer traits will enable you to deliver an experience to your customers that can better fit their individual needs.
There are a number of great resources available to early-stage startups who are trying to land their first 10 paying customers. Doing so is no small task. It can take hard work, hustle and sometimes a bit of luck.
But getting your first 10 customers isn’t cool.
You know what’s cool?
Freshworks is a SaaS company with a suite of business software products that includes Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller, Freshteam, and Freshmarketer. Leading their Customer Success team is Vipin Thomas, whose job is to increase retention, advocacy, and growth with existing customers.
We asked Vipin 5 questions about his role at Freshworks and this is what he had to say...