This program is a comprehensive deep dive through all of our tracks and is designed to take any software business to the next level. It not only builds a strong foundation for young software companies that will make scaling up a breeze, it also helps grow mature companies who have hit roadblocks (that oftentimes come from the tech debt associated with growth). Note: Companies may select specific tracks if they only wish to complete part of the bootcamp.
The program focuses on improving customer experience in order to: decrease your customers’ Time to Value (TTV), drive down your Customer Acquisition Cost (CAC), increase Life Time Value (LTV), decrease churn, increase feature adoption, decrease Time to Conversion (TTC), and increasing overall conversion (CVR) for your software.
By the end of this bootcamp you will have better aligned your executive, product, data, marketing, sales, and support teams and created a powerful and worthwhile customer experience that drives revenue and breaks through the friction in your customer journey to generate pure joy for users.
Most people know what they sell and how they sell it, but ask a business why their business exists and you might get a blank stare followed by, “To make money you idiot.” This track is designed to help you understand the deeper why of your business and find the kernel of truth at the center of your brand. Listen to Simon Sinek talk about his idea on “Start with Why” if you want the rundown.
This track focuses on your highest value customer segments. It finds the tiniest threads of useful pattern across their behavior, customer facts, customer satisfaction data, content engagement, brand touch points, referral sources, JTBD, commonly adopted features, and qualitative user research to create a “thumbprint” that can be used to replicate them in your customer acquisition efforts, engage them more effectively, and find new audience opportunities.
This track focuses on the creation of your Product Blueprint. If I asked you “what is your software”, what would you say? Imagine a square labeled: Your App. Now imagine smaller squares inside that square labeled: Features/Benefits. Lastly, imagine smaller squares inside of those squares labeled: Adoption Criteria/Event Tracking. Do you have all those defined for your app? This is important to do for your core product so you can start organizing those features/benefits squares into chains or workflows — which is the context in which your customers think of your software.
This track focuses on connecting your features/benefits squares into the context of true user intention (and sometimes uncovers important gaps in the features/benefits you provide). By discovering what “jobs” your customers are hiring your product to do, you can organize your onboarding, feature engagement, messaging, and audience segmentation into a highly relevant customer experience that drops the Time to Value for your users significantly.
This track focuses on building a comprehensive customer journey map. Do you know all the entry points for your prospective customers? Do you know all the different ways they are being engaged across all your teams and engagement channels?
Doing this, with the context of solving for JTBD and Audience Thumbprints, gives you a clear understanding of your customer experience from both a macro and micro level. We will discover where you are succeeding and where you are failing your customers along their journey with your brand. Find out where the friction points, walls, and new opportunities are to drive the experience you want for your users. This is the final layer of cement in the foundation for building a new and improved customer experience that will transform your business. You have to know where you are to know how to get to where you’re going.
This track focuses on defining your company Key Performance Indicators (KPIs). This includes standard metrics that most companies use to gauge success such as: CAC, LTV, Churn, Conversion Rate, Trial Conversion, Feature Adoption, TTV, etc.
However, it also accounts for the creation of new unique KPIs for your specific product. Once defined, an improvement plan is created to improve the results measured by these metrics. Example: maybe we discover through our research that users who commit X behavior, with Y factors, convert Z times faster and more often — therefore we make identifying the qualified users and getting them to commit that behavior faster and more frequently a custom KPI then measure results.
Note: We will also focus on the building of Reports & Visualizations that you will monitor from thereafter and use as the compass that steers your business onward and upward.
This track focuses on discovering all of your current messaging being delivered throughout various engagement channels, improving that content based on Audience Thumbprints, and improving the touch points in your customer journey. Note: this is across the entire customer journey, we will focus exclusively on the onboarding portion in the next track.
This track focuses exclusively on the the onboarding portion of your customer journey. Onboarding is about reducing the TTV (time-to-value) as much as possible, so that your customers complete the job they set out to do with your project as easily and quickly as possible. After that, it’s about successfully exposing them to the other features/benefits of your product that will help them most in that moment, in the correct order, and at the best time. This ensures that feature adoption is high, churn is low, and the customer experience is amazing.
During this track we will be mapping, analyzing, and improving the initial onboarding portion of your customer journey. You will set clear, measurable goals that will drive Conversion, Retention, Life Time Value, Feature Adoption, and overall User Satisfaction. By the end of it you will know what “The Moment” is (the first point where the prospect decides “this is for me or it is not for me”) and you will reduce the TTV (time-to-value or the time it takes users to positively experience “The Moment”).
These three tracks focus on acquiring as many qualified customers as possible through the paid, owned, and earned marketing channels. The purpose of this portion of the bootcamp is to create an engine that will consistently generate new users for your product that have high LTV, low likelihood of churn, high engagement, and great satisfaction for your product. Once this is built and secured you will be able to continue to iterate and grow your customer base into new segments from a strong foundation.
Marketers will often tout that their job is to drive trials. Trials that don’t convert mean nothing. And trials that don’t convert or do with low LTV can mean little, or worse — negative ROI. This track focuses on converting more users and doing so with LTV in mind. It’s all about converting people who translate to high LTV and debugging systems that are attracting or converting the wrong people to begin with. It also focuses on how to generate more LTV while providing more value to users who convert.
You work hard to attract, convert, and delight your users. So why do some of them leave? There’s nothing worse than working hard to pull water into a bucket with holes in it. This track focuses on analyzing and generating actionable insights around your churned users so that you can prevent churn where possible, and understand how the unpreventable churn can best be managed to yield the best results for both you and the customer.
Companies become a series of departments and departments become islands as metrics are isolated to their owners, clear communication wanes, and goals, metrics, and actions become disjointed. No organization is perfect, but too often misalignment in an organization turns into a full blown disaster. No one means for this to happen, it’s the natural procession from a growth oriented company without a clear plan on maintaining alignment through growth. This track focuses on redefining the organizational structure and flow so that people row together regardless of department, role, or focus. This is a track dedicated to the “org reset” that will take all the previous tracks and fully implement them into the culture in powerful ways.