Robertson: Never send upsell or advanced emails to struggling onboarding users
Tara Robertson · Customer Marketing Strategies Guaranteed to Grow Your Business with Bitly CMO Tara Robertson · Apr 25, 2023 · at 16:51
This episode carries Tara Robertson's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.
Tara Robertson, CMO at Bitly, explains how SaaS businesses should tailor communications based on user lifecycle stage and behavior.
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“The most important thing for segmentation is to actually make sure that as you're sending out different communications, you know where your customer is and what their level of happiness is. If someone's in onboarding and activation, And they're doing well and they're logging in. That's great. Get them to keep logging in and adopting more of your product. But if they're onboarding and they're starting to drop off and they're showing signs of churn or they're showing signs of not doing what you want, the last thing you want to do is send them an email to buy the next product or to use a more complex part of your product.”
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