4 Customer Success Metrics to Inform Your Product-Led (Expansion) Growth Strategy

4 Customer Success Metrics to Inform Your Product-Led (Expansion) Growth Strategy_1

Reports indicate steady growth in CS functionality since 2013. And since the COVID-19 pandemic, this growth has substantially increased. In 2021, 76% of surveyed CS professionals said they had a team consisting of more than 10 people. With this expansion comes the development of CS as a discipline.

Welcome to the customer success era.

In this CS era, business focus is on customer experience. And when it comes to your product, this means to show and let your customer try your offering. That is, be product-oriented to drive product-led expansion.

In this Process Street article, we identify the 4 key customer success metrics you need to develop your CS functionality. These metrics will inform your product-led growth strategy by measuring acquisition, adoption, retention, and expansion. This article is structured as follows:

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Airbnb’s Growth Strategy: How to Make $3.4B in ARR & IPO During A Pandemic

airbnbs growth strategy

I’m writing a post about Airbnb, from an Airbnb.

Ironic yes, but not unlikely.

In 2019, Airbnb hosted 272 million bookings globally. And, in 2020, despite a global pandemic restricting travel, Airbnb suffered relatively minimal losses of only 22%.

2020 was also the year Airbnb decided to go IPO, despite the global pandemic, a significant drop in revenue, and global travel restrictions.

How did they manage it? A growth strategy like no other, that’s how.

This Process Street blog post takes a deep dive into Airbnb’s growth strategy, how they got where they are today, and where they could be going. To skip to a specific section of the post click the appropriate link below:

Let’s start with where it all began, with 3 air beds.🛌
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Referral Marketing: Learn From the Best to Be the Best, Top 8 Techniques for Rapid Growth

referral marketing

This is a guest post by Jack Paxton, the co-founder of VYPER, a marketing tool that helps brands build email lists, social followings, and revenue using viral giveaways, referral, and reward programs. Jack spent millions of dollars testing different marketing strategies at his marketing agency. He then also co-founded Hyax a fast, conversion & design-focused course and funnel builder for creators.

Famous SaaS brands like Dropbox and PayPal witnessed explosive growth in their platforms. Since 2007, Dropbox has grown into a $4 billion-dollar company, and PayPal went from 1 million users to 5 million in the same year (2000).

Dropbox and PayPal are two entirely different businesses operating in different markets. However, they share a similar viral growth strategy, one that is still used today.

Any ideas on what this strategy might be?

You got it, they both harness the power of referral marketing.

SaaS brands worldwide, including us at Process Street, are realizing the benefits of referral marketing: to constantly acquire new customers, build platforms, and promote customer loyalty and trust.

In this article, we present world-famous referral programs to determine what made them successful and how you can do the same.

Click on the relevant links to jump to your section of choice. Alternatively, scroll down to read all we have to say, to optimize your growth strategy via referral programs.

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