This week on the Expert Voices podcast, Randy Wootton, CEO of Maxio, speaks with Robbie Baxter, CEO of Peninsula Strategies and a leading expert on subscription business models and monetization. She has worked with companies like Netflix and has written two books on the topic: "The Membership Economy" and "The Forever Transaction." Robbie shares her background and interest in subscription models, as well as the key concepts and best practices outlined in her books. Robbie shares insights on the importance of designing products for ongoing value, the need for organizations to focus on customer outcomes, and the challenges of scaling and staying relevant in a subscription-based business. She also highlights the example of Strava and how they successfully built a community of loyal customers.

Quotes

• "You need a lot of discipline, I think, in a SaaS model. So you need to know this kind of customer, this is how the relationship is going to expand over time and I think together to kind of start to set expectations about where is this relationship going to go after the moment of sale. The moment of transaction is the starting line, not the finish line.” -Robbie Baxter [13:03]
• “One of the interesting things about the SaaS business model, in general, is, obviously for Maxio, we help people understand their SaaS operating metrics, and we're able to pattern match across the 2300 customers. I think all VCs and PE firms are doing the same. So they say, look, if you're a SaaS company, this is what your net retention should be. This is how much you spend on sales and marketing. So I do think there's pattern matching going on, and everybody has the playbook now.” -Randy Wootton [21:50]

Expert Takeaways

• Subscription business models require products that solve ongoing problems and are designed for easy deployment and expansion over time.
• Organizations need to focus on customer outcomes and align their pricing with the value they provide.
• Balancing acquisition metrics with retention metrics is crucial for long-term success in the subscription economy.
• Subscription fatigue is a real challenge, and companies need to continuously demonstrate value to retain customers.
• Listening to the voice of the customer means considering not just existing customers, but also lapsed customers and prospects.

Timestamps

[01:28] Robbie's career journey

[08:33] Focus on customer success and engagement for retention

[11:44] Sales-led growth vs. product-led growth models

[13:35] Aligning pricing with customer outcomes in SaaS models.

[17:06] Moving from short-term revenue to long-term customer relationships.

[17:46] "The Forever Transaction" as a playbook for B2B SaaS success.

[20:52] Loyalty vs. Inertia

[25:31] Subscription fatigue and managing multiple subscriptions is complex.

[29:30] Staying current and responding to market evolution is crucial.

[31:31] Subscription dieting and the pressure to demonstrate value and justify prices.

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