This is an incredibly important lesson, and one which is counterintuitive for a lot of people in SaaS, because you *almost never* hear from your best users.https://twitter.com/jasonlk/status/955645348361396224 …
-
Show this thread
-
Replying to @patio11
Any thoughts on how to identify your best users? (Since they don’t self-identify via tickets as you mentioned.)
2 replies 0 retweets 4 likes -
Replying to @rjs
It's hard! The simplest way is descending sort by LTV, but that probably isn't more than grossly accurate. At various places I've experimented with: * scoring their use of features * estimating value in *their* business of the software * manual & automatic identification of VIPs
2 replies 1 retweet 10 likes -
A thing that I think more companies should flagrantly steal from Twilio is making programs which allow your best users to self-identify and then actively cultivating them.
1 reply 0 retweets 6 likes -
How does Twilio let users self identify as high value?
2 replies 0 retweets 2 likes -
Replying to @ThijsNiks @rjs
Partly a community engagement thing and partly something more. My ambient impression (outside the building) is that it’s Developer Evangelism driving much of it. The primary mechanic I was aware of was “There are two ways to get a Twilio jacket: work here or The Other Way.”
1 reply 0 retweets 6 likes
I had four jackets and that was a big deal for me. My perception was that they were awarded for various acts of service/etc to the company/community. You can imagine arbitrary ways to operationalize that sort of club of users after you have it.
Loading seems to be taking a while.
Twitter may be over capacity or experiencing a momentary hiccup. Try again or visit Twitter Status for more information.