Just like the basic ideas of processes and the division of labor, business process modeling was born in the mechanical industry.

In the winter of 1921, Frank Gilbreth presented a paper to the American Society of Mechanical Engineers entitled “Process Charts: First Steps in Finding the One Best Way to Do Work” — an excellent title by any standards, and something that turned a lot of businesses onto the idea of modeling their processes so they can optimize them.

Gilbreth, the paper’s author, is probably better known as the author and central character of the 1950s novel Cheaper by the Dozen. While I’ve never read it, it amused me to find it that an industrial engineer-turned-management consultant wrote a novel with time and motion study as an underlying theme.

Gilbreth was an interesting character, but also a man laser-focused on exactly what processes are for: finding the one best way to do work.

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The following is a guest post from Robin Singh. Robin is a Technical Support Executive with a combined experience of 6 years. He currently works with Live2Support – a live customer and sales chat software by ProProfs. In his free time, Robin enjoys reading and traveling.

Creating a great customer experience has never been more important, especially if you’re a SaaS company.

Your customers deserve a great experience and this is why it is important to support them with every tool in your arsenal. SaaS tools aren’t always perfectly self explanatory, and to ease the amount of support tickets and provide a self-serve option, you should be providing a knowledge base.

What is a knowledge base?

A knowledge base is used by companies to reduce support tickets and bring down customer support costs.

At the basic level, it’s the FAQ in your website that helps customers find instant answers, on their own without calling your support or raising a ticket.

Using knowledge base software, companies can create not just FAQs, but all kinds of help content from user guides, software manuals, online wikis and more.

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If there ever was a three-word phrase that sounded dull enough to be a sedative, it’s business process management. 

It’s probably the vagueness that’s so off-putting. Which process? Managed how? Who’s business? In the last chapter, I went deep into what a process is and then why processes are important. I’ll recap so you don’t have to skip around.

A process is “a collection of interrelated work tasks initiated in response to an event that achieves a specific result”.

But what happens if that process isn’t achieving the result, or if it’s not achieving it very effectively? Every business has goals, but the interesting part — and what business process management actually is — is the exact steps a business will take to achieve those goals.

These goals could be anything from sending a newsletter on time every week to hitting $1,000,000 in revenue. Whatever the goals, your business processes are the roadmap for getting there. Not so boring, right?

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The essential customer success book to boost MRR at your SaaS company

A SaaS company without a customer success system is like a lion without teeth. You can chase customers all you like, but when you catch them you’re thinking “now what?”.

If you haven’t got a customer success team or set of processes in place at your SaaS company, it’s bad but not the end of the world.

Some SaaS companies are more self-serve than others, but all need a way to retain important customers and start exponentially compounding revenue.

This book for putting the systems in place to retain customers, whether that’s by learning about their problems or by properly onboarding them.

Better yet, it’s completely free.

What’s in the ebook?

• What is Customer Success?
• Why is Customer Success Important?
• What is Churn?
• How to Calculate NPS with the Perfect Customer Happiness Survey
• How to Shape Customer Retention Strategies That Beat Churn
• A Smart Way to Manage SaaS Customer Support
• Enhance Your SaaS User Experience
• How (and When) to Automate Your Customer Success Process
• What Customer Success Managers Actually Do All Day

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When we say ‘thank you’, it’s often at the end of a conversation.

In the marketing world, there’s no reason to see it that way. In fact, if you’re using your thank you page to signal the end of your customer’s path on your site, you’re doing it wrong.

First of all, let’s look at when to use thank you pages.

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If images are the snacks of the internet, and articles are the main course, then infographics are somewhere in between. A light brunch, if you will. Packed with sustenance, but digestible enough to get down in a short period of time.

I’m not going to waste time talking about how important infographics are because that’s been done to death over the period of several years. Instead, I’m going to go through some common mistakes, basic design principles and processes that teach you how to make infographics that don’t look terrible.

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The five business lessons learned while moving from an online poker company to building Cloudwards are simple: plan without becoming rigid, learn by doing, pay close attention to customer frustration, grow at a sustainable pace, and keep refining your niche.

I did not begin with a fixed plan to build a company focused on cloud storage and online services. I began with an entrepreneurial drive, then learned through content work, customer problems, and the practical demands of starting a company one decision at a time. These are the business lessons learned along the way.

Thinking of starting a side project?

A month back, I realized I was getting to the point where I wasn’t bothering to take lunch breaks. I read as a big part of my job, and I didn’t want to get involved in anything heavier than reading articles. Frankly, I was bored during my lunch breaks and I got annoyed I wasn’t doing anything productive.

The solution?

After brainstorming several side project ideas, I started making a personal website.

This was the perfect amount of work because I had (very) basic HTML skills and needed to learn only CSS and how to deploy the code.

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The copy on your SaaS startup’s landing page is one of the major factors that determines whether your product lives, or dies a horrible death.

Unbounce cites headlines as the single most important element of a landing page, and that’s for good reason.

Several decades back, advertising legend David Ogilvy said:

“When you have written your headline, you have already spent 80 cents of your dollar”

That means that for every 1,000 people who land on your page, 800 leave after reading only the headline. But that’s just an average. It’s possible to boost those numbers with great copy, and a small tweak at the top of the funnel, as we know, can really move the needle at the bottom of the funnel.

For this article, I analyzed 87 SaaS startup landing pages. This was taken from the top 100 in AngelList’s Trending section at the time, disregarding companies that had shut down.

I found hidden trends and best practices in two supposedly simple elements of the pages: the headline and the subheadline.

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Just over a week ago (after about a year of lurking) I decided to give Medium a shot.

There are a lot of guides out there on how to use Medium, but personally, I need to try something myself to fully understand it.

Medium seemed like an obvious choice for a few reasons:

• Medium is a Twitter product. Any Twitter followers you have that use Medium count as Medium followers and are emailed when you publish.
• I have a lot of re-publishable content that already proved itself popular on TechCrunch and The Next Web.
• There’s a huge, excited audience for what I write about on Medium.
• Republishing and promoting takes very little time — 99% of the work is already done by the time you start.

A lot of bloggers warn against setting up your home base on Medium, and they’re right.

You want your main site to be something you can manipulate, and Medium is not one of those places. It is, however, an additional promotion channel. See here for the results I got:

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