Open Source Startup

Unit 16: Dealing With Customers

Key Takeaways

• Learn what goes into great customer experiences
• Learn how to evaluate the financial value of quality customer experience
• Learn how to sell effectively to customers
• Learn the techniques to reach new customers
• Learn how to make the customer the centre of the business

Readings

• The Startup Equation
• Chapter 10: Creating Great Customer Experiences
• Chapter 14: ROI of Happy Customers
• Startup Owner’s Manual: Guide for Web and Mobile Startups
• Chapter 1: The Customer Development Manifesto
• Chapter 2: An Introduction to Customer Discovery
• Never Split the Difference
• How to Get Your Price
• Startup Owner’s Manual
• Chapter 8: Get Ready to Sell
• Chapter 9: Sell
• From Impossible to Inevitable
• Chapter 5: Seeds -- Customer Success
• Chapter 6: Nets -- Inbound Marketing
• Chapter 7: Spears -- Outbound Prospecting
• Chapter 8: What Executives Miss
• Meaningful: The Story of Ideas that Last
• Who is Responsible for Seeing Your Customers
• The Customer is Your Compass

Deliverables

• Set customer experience goals for your startup
• Quantify the value of different tiers of happy customers to your startup
• Create a sales cheatsheet
• Define your startup’s initial seeds, nets, and spears
• Set practices to ensure the customer is at the heart of all work at your startup