RS139: Winning Customer Success with Val Geisler

Today Craig is chatting with onboarding specialist and all around marketing pro Val Geisler.  Val was the first marketing hire at ConvertKit a few years ago, and after building up their systems and processes for really scaling marketing is now focusing on providing onboarding and customer discovery for B2C SaaS and eCommerce businesses.

In this episode, Craig and Val talk all about conducting customer discovery calls for existing customers, failed trial customers, and those customers who churned.

As we all grow our businesses past the first area of traction it becomes more and more important to structure how your business collects quantitative and actionable information from your customers (and those who aren’t customers anymore).  Val loves using the Jobs To Be Done framework when conducting these interviews.

Resources mentioned in this episode:

Jobs To Be Done

Val on Twitter

ValGeisler.com