Jason M. LemkinCEO, SaaStr · Co-Founder of SaaStr AI, SaaStr Fund, Adobe Sign

The Power of Engaged Customers: How They Can Transform Your Business!

2 Jan 2024 · 1 min

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Jason M. Lemkin advises founders to actively engage existing, renewed, and active customers because they understand the most important product feature gaps and can direct impactful improvements. He recounts meeting top customers (e.g., Comcast) which revealed core gaps to fix, credits mentors for motivating this outreach, and warns that many founders mistakenly retreat and stop customer visits when times are hard.

Chapters

Your existing customers, if they've renewed, if they're using your product, if they're active, they're highly engaged, they are thinking about the problems you're solving. They know your feature gaps, not all of them, but they know the ones that matter to you and they know the things, at least from their perspective. And if you could just get that done, if you could just get there, it would be a game changer. And my old boss and mentor was right and I went out and did that and met with all of our top customers, the bts, the ges, the Comcast and others. And I just learned so much. I learned, really, it was a kick in the arse to go out and build some of the core gaps that we still had and it worked. Mentors are so important. I give this advice again and again and I see way too many founders, when times are tough, retreat. I see this nine times out of ten, they hide, they don't get out and visit customers, they. They retreat, they cut the burn.