B2B SaaS Growth: How to Avoid Plateau in Customer Growth?

The Paths to B2B SaaS Growth

1. Complacency

How to Identify It?

  • Disengaged? You need to be invested and excited about the work.
  • Waiting to be told what to do? People who are complacent don’t take charge of tasks or projects, preferring to wait for instructions.
  • Stopped learning? They don’t take advantage of professional growth opportunities or funds because they believe they already know what they need to keep doing their jobs as they are.
  • Not thinking for themselves? They don’t ask questions, make suggestions, or do something other than what is asked or requested of them.
  • Cutting corners? Work is completed as fast and with as little effort as possible. It lacks details, suggestions, and collaboration.
  • Disgruntled? Anyone who is unhappy with their current job or status will not give their best.
  • Apathetic? We need to be passionate about what we’re doing in order to keep going and improve.
  • No longer a risk-taker? These people make a difference in the world. They challenge the status quo. You must be one, and you must surround yourself with those who are. Calculated risks elevate a good idea or business to greatness.

How to Fix It

2. Doing It All By Yourself

How to Identify It

  • Finances and accounting: Any business, regardless of size, must keep track of expenditures, revenue, taxes, and payroll, among other things. Is this something you’re doing on your own? If you answered yes, and you’re not a qualified accountant or financial wizard, you’re probably wasting a lot of time doing something that someone (or someone) else might do in a fraction of the time (and with fewer errors).
  • Administrative tasks: The intricacies of running a company could be distracting you from expanding it. Scheduling, data entry, supply chain management, and other tasks can consume your time, leaving you unavailable and tired to perform other, more important tasks
  • Marketing: You may be educated or naturally gifted in this field, or you may not. Many companies would fail if they do not have a dedicated and experienced marketer spreading the word. It takes so much time and effort to do everything and educate yourself at the same time. There’s no way around it.
  • Communication: Are you the one who answers the phone, responds to emails, handles complaints, and monitors social media channels? If you’re serious about growing, it’s time to stop.

How to Fix It

  • Accounting and Financing — take a look at QuickBooks Online or Freshbooks. Here are some links you may find valuable: Freshbooks vs Quickbooks, online HR and payroll tools.
  • Administrative — consider a virtual assistant like Tasks Everyday, OkayRelax, Perssist, or Fancy Hands.
  • Marketing — if currently, you can’t hire a marketer or outsource to a marketing agency like ours, you may need to keep doing this yourself, but there are plenty of resources that make it easier and more automated. Try Mailshake for cold emailing, Buffer or Hootsuite for social media scheduling, curating, and tracking, Quuu Promote for content promotion, and more.
  • Communication — Use a digital help desk like ZenDesk or Help Scout, and/or set up a chatbot on your website and social media channels like GrowthBot, Chatty People, or Telegram.
  • Find a freelancer to do some or all of these tasks for you on platforms like Upwork and Fiverr.
  • There are also task-specific sites and services available, such as 99Designs for graphic design. Simply perform a Google search and choose one that appears to be suitable.

3. Not Tracking Churn and Working to Reduce It

How to Identify It

How to Fix It

  • Listen to them. Ask for feedback, send out surveys, run polls and user testing, and more. Ask what they like about you, what they see as your weaknesses, what can be improved, products or options that’d love to see you offer, and so on. Listen closely and make sure to implement things they’ve said.
  • Improve your onboarding. How easy is it for your customers to originally sign up, get access to new features/products, and keep coming back for more?
  • Put the customer above all else. Demonstrate that you care more about them than their money. Set up anniversaries and birthday emails to go out automatically. Reward the most loyal customers with points, discounts, or free stuff. Negative reviews and complaints should be handled quickly and positively.
  • Follow up with churned customers. Find out why they left or switched to a rival if nothing else.

4. Stopped Listening and Innovating to increase your B2B SaaS Growth

How to Identify It

How to Fix It

5. Relying on Referrals

  • In a survey of 1000+ financial service consumers, 83 percent said they were comfortable offering a referral…but only 29% actually did.
  • Referred by a friend, customers are 4 times more likely to buy from or use a business.
  • Referred customers have a 16%higher LTV than non-referrals.

How to Identify It

How to Fix It

  • Always go above and beyond for your customers. Make their service as exclusive as possible.
  • Ask for feedback. Gather it, analyze it, put it to good use. Then follow up with the people who gave it to you.
  • Provide rewards to those who make referrals. Discounts, points, gifts, experiences… studies indicate that rewards raise the probability of a referral, but the size of the referral is unimportant. According to other reports, non-cash rewards are 24 percent more successful than cash incentives.
  • After a good customer experience, rating, or review, ask for referrals.
  • Thank those that refer you.
  • SEM (search engine marketing)
  • SEO (search engine optimization)
  • Content marketing
  • SMM (social media marketing)
  • Traditional ads
  • Email marketing
  • Events and conferences
  • Direct mail
  • And more…

Conclusion

  • Recently, there have been few, if any, new products or updates.
  • Recently, your website has received few, if any, updates.
  • For the past six months, your bottom line has been fairly stable.
  • There are no clear, measurable goals.
  • There is no clear vision or mission statement.
  • You’re not keeping track of your competitors, customers, or industry.

Have you noticed a plateau in your customer growth?

We can help you with that!

Our team has seen every type of growth pattern imaginable, so we know how to get out of any situation. With our expertise, you can rest assured that your company will continue growing even if there’s a temporary setback.

Schedule a call and let’s chat.

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