EPISODE SUMMARY
In this episode of Scale Your SaaS, host and B2B SaaS Sales Coach Matt Wolach sits down with Luke Diaz, the founder of DBT Ventures. Luke is a seasoned expert in customer success and an investor with a passion for supporting underrepresented founders in the software space.
In this episode, Luke shares valuable insights into building an exceptional customer experience, improving retention rates, and what investors like him look for in software startups.
PODCAST-AT-A-GLANCE
Podcast: Scale Your SaaS with Matt Wolach
Episode: Episode No. 298, “How to Keep SaaS Customers Longer - with Luke Diaz”
Host: Matt Wolach, a B2B SaaS Sales Coach, Entrepreneur, and Investor
TOP TIPS FROM THIS EPISODE
- Building a Resilient Foundation
- Onboarding for Success
- The Oxygen of Customer Feedback
EPISODE HIGHLIGHTS
- Customer Advisory Boards
- Understanding and Mitigating Churn
- Thinking Funnel, Not Fundraising
TOP QUOTES
Luke Diaz
[12:04] “30 to 40% of churn can be traced back to a failed onboarding”
[13:07] “The lack of a churn process or a lack of an exit interview process is one of the biggest mistakes I see some founders make early on.”
[16:38] “I make an investment decision based on the founder. And then I rationalize based on the product, traction and things that I learned after that.”
Matt Wolach
[8:11] “I think in the early days, we have to figure out what's best for the customer for the users. And sometimes we have to figure that out through things that don't scale. “
[19:40] “I have many of my clients who have taken my advice, and I say, “don't give up until you hear no”, and they are shocked that they get a deal on like the 21st touchpoint. And it's crazy how often that happens.”
LEARN MORE
To learn more about DBT Ventures, visit: https://www.dbtventures.com/#trail-guide
You can also find Luke Diaz on LinkedIn: https://www.linkedin.com/in/lukediaz/
For more about how Matt Wolach helps software companies achieve maximum growth, visit https://mattwolach.com.
Get even more tips by following Matt elsewhere:
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