Retaining through activations with Meister's Kevin Kuhn
Mar 2 2022
On today's episode of Retention Talk, I speak with Kevin Kuhn, Head of Product at Meister. We talk about moving away from the "solution-first" mindset, activation being the first step in retention, and building strong relationships with other teams.
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Key points discussed in the episode
If you give the team big problems to solve and aligning on the big problems, that's where motivation comes from.” –
Moving away from the "solution-first" mindset
As Kevin puts it, they try not to just keep fixing every single problem a customer comes to them with. Instead, they gather data around the underlying problem and use that to improve the product. Instead of making faster horses, Meister is trying to evolve into cars.
Activation is the first step in retention
If folks sign up but don’t activate, writing an email to ask what happened can illuminate problems in your onboarding process. A customer who doesn’t understand the product in the first place is unlikely to stick around and boost your lifetime value.
Build a strong relationship with other teams
Sometimes there can be a natural tension between product and other teams. Kevin says, the solution is to work together with customer success and sales teams, because all teams have contact with the user.
Additionally, people who come through your self-service funnel are just as important as customers who sign up through the sales team, and oftentimes these are people who are educated about your product and interested to move forward with what they already know.
If you’d like more insight into your own retention—or even a free retention audit where we can benchmark you with actual relevant data—reach out to me at firstname.lastname@example.org.
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