Mark D. Flanagan • March 29, 2017 • 

This blog post originally appeared in:


Mark D. Flanagan • March 28, 2017 • 

What happens when a customer signs up for your product or service?

A lot of people think that that moment—the signup—is when they’ve “won” the customer.


Mark D. Flanagan • June 23, 2016 • Wow, freemium

David Skok has published another detailed article about the advantages of free trials and freemiums, and more so about how to maximize the effectiveness of these methods.

Our highly shortened summary of his article...

"Wow! is the moment in a free trial where your buyer suddenly sees the benefit they get from using your product, and says to themselves “Wow! This is great!”.  It’s also the moment where you have converted them into a fan who is likely to buy."

We've all had that moment and want to give our prospects that experience.

But there is a lot of...

Mark D. Flanagan • June 1, 2016 • email

Seamus Egan, over at Huffington Post, has published five tips to starting off marketing relationships right, because as he points out in his first sentence, you only get once chance at first impressions.

Here is our quick summary, below is link the full story if you are hungry for more:

  1. Fast. Send something good right away to stay fresh in the minds of customers and prospects.
  2. Customize. Somehow who responds to a newsletter perhaps...
Mark D. Flanagan • May 23, 2016 • feedback

Vic Dadson's new article on B2C (Business 2 Community) looks into what is new in the world of on-boarding.

While she suggests that many successful businesses have always worked hard to deliver a quality experience for thie customers, it was more difficult to track the results, to find out how happy customers really are.

Today, with email, websites and web forms, Twitter, Linked-In, Facebook, and more, there are many ways to track customer satisfaction. But of course, you need...

Mark D. Flanagan • May 16, 2016 • churn, profit


David Skok has posted an extended article about reducing churn by keeping customers happy. He sets the stage nicely: "Because most startups are created by passionate product people, they tend to fall in love with their product and its features. Often this means that they lose touch with the simple messaging around business benefits."

It does take extra effort to reach out and really understand your client's needs, business model, and best ways to make use of your product or service. It may not always pay to make...

Mark D. Flanagan • May 11, 2016 • loyalty, MVC

Fox News has posted an article with five strategies designed to increase your connection to your Most Valuable Customer (MVC).

Here is our short summary of the five:

  1. Figure out who are your MVCs.
  2. Find out what are key motivators for your MVCs.
  3. Start your outreach with a clean slate.
  4. Target your communications to specific milestones in MVC buying cycle.
  5. Make sure your outreach timing is correct.

Click here to...

Mark D. Flanagan • May 5, 2016 • Existing Customers points out that when an existing customer takes on a new product or service they need onboarding all over again. Seems obvious, but many onboarding programs are tied only to acquisition of new customers, and ignore existing customers taking on new products or services.

The article suggests that with modern CRM systems in place it should be within any organization's grasp to track ALL onboarding needs.

After all, losing a long-time client due to brand-new frustration is not good business.


Mark D. Flanagan • April 27, 2016 • 

The folks at Groove provide help desk software, so they live right in the midst of the world of customer relationships. So when they publish a list of 10 great examples of onboarding, and each comes with a specific case to illustrate, that's worth reading.

Here is our quick summary, but we suspect that once you scan that you'll want to check out the full post at the Groove blog.

Below is our quick summary version of how to make that critical first customer experience a postive one, starting with this: the critical time is between when they sign up and their first success...