Robert Statsky

Proactive Communication Playbook

  1. Divide your customer base into segments based on data attributes like usage, industry, subscription level, or any other relevant criteria. This allows you to tailor your communication to specific customer needs. Additional attributes: account priority, MRR, account usage.
  2. Define the goals and outcomes you aim to achieve through proactive communication. These goals may include improving customer satisfaction, reducing churn, or increasing product adoption.
  3. Choose the communication channels that best suit your customer segments. These could include email, in-app messaging, webinars, phone calls, or even social media (LinkedIn)
  4. Develop a timeline for when and how often you will reach out to each customer segment. Consider the customer’s lifecycle stage and the specific objectives of your communication.
  5. Craft personalized messages for each customer segment. Tailor the content to address their specific needs, pain points, and goals. Make it clear that you understand their unique challenges.
  6. Provide valuable content that helps customers make the most of your SaaS product. This can include user guides, video tutorials, best practices, and tips for optimizing their use of your product.
  7. Schedule regular check-in points with customers, especially during the early stages of their subscription. Ask about their progress, challenges, and any questions they may have.
  8. Keep customers informed about new features, updates, and improvements to your product. Explain how these enhancements can benefit their specific use cases.
  9. Celebrate customer successes. When a customer achieves a significant milestone with your product, acknowledge it and offer support or resources to help them go even further.
  10. Continuously monitor the effectiveness of your proactive communication plan. Use analytics and feedback to refine your strategy and make improvements over time.
  11. Share customer insights and feedback with your product development and marketing teams to ensure that customer input drives product enhancements and marketing efforts.
Back to List