2/PLG Self-Service Series: Implementation Considerations
2/PLG Self-Service Series: Implementation Considerations
Empowering SaaS Builders: Factors to consider in developing a self-service product for PLG
In a world where customers value autonomy and convenience, building a self-service product has become a crucial aspect of business success. The ability to empower users to explore and adopt products independently can significantly impact growth and customer satisfaction. However, creating an effective self-service experience requires careful planning and a focus on user needs.
87% of buyers wanted to self-serve part or all of the buying journey, and it’s rapidly rising with millennials entering the market
In our previous blog - đŸ’¡Self-Serve Your Way to PLG Success, we delved into the concept of Product-Led Growth (PLG) and its rising prominence among B2B companies. Having gained insights into the importance of enabling your product with self-service capabilities, it's time to explore the vital considerations in building a powerful Self-Service product.
In this continuation, we will briefly touch upon each consideration, providing a glimpse into the product features that harmoniously work together to contribute to a thriving self-service experience.
These considerations become the basis of enabling self-service for your SaaS product.
User Lifecycle
Tenant Lifecycle
Engagement Lifecycle
Pricing Lifecycle
User Lifecycle
The User Lifecycle is the journey that each user takes from the moment they discover the SaaS platform to becoming a loyal advocate, ensuring a seamless user experience.
It begins with attracting users through a seamless sign-up process (manage authentication, registration, and authorization) and enticing them with free trials to experience the value offered.
The focus then shifts to activation, where one ensures users quickly grasp the core features and benefits of the platform.
The retention phase comes next, where one engages users with personalized content and timely notifications, keeping them satisfied and committed to the platform.
Finally, users are encouraged to become advocates, spreading the word and referring others.
In our next blog, we'll explore each aspect in depth, delivering insights for an exceptional user experience.
Tenant Lifecycle
In a SaaS model, customers are like tenants of the application. With a PLG approach, their journey is similar to renting a property, just a tad more prominent than an SLG tenant management approach.
When a property manager receives too many rental requests, beyond its capacity to handle, some customers get put on the waitlist (Tenant Waitlist)
As tenants move in, they have to agree to platform rules and an account creation ensues (signing EUSA and Tenant creation). The platform collects information and groups it based on similarities (Enrichment and Segmentation).
Depending on the marketing channels the customer arrives from, systems tag Tenants with attributes necessary for Marketing/Growth teams to further analyze campaign success paths (Tenant Attribution).
As tenants continue using the property, there will be times when tenants might decide to upgrade, stay, or leave (Tenant Transitions). Payment issues are handled across the transitions.
When a subscriber fails payment for a set period of time, systems generally lock down access to tenants, while allowing users to download their usage data - specially important for regulated industries/GDPR compliance (Dunning)
Furthermore, if the customer churns, plans expire and customers show no interest in your product, tenant deletion gets initiated, and all customer data is cleaned up (cleaning up/archived).
Find more in-depth insights in a separate blog.
Engagement Lifecycle
The Engagement Lifecycle ensures that users are actively involved with the platform during their user journey. Following are a few approaches to deliver a seamless user experience.
Interactive onboarding experiences make users feel at ease and confident from the beginning.
Personalized content and notifications cater to individual needs.
Proactive support through in-app chat ensures quick issue resolution, leading to enhanced user satisfaction.
The upcoming blog will delve into engagement lifecycle strategies, highlighting how exceptional user experiences are delivered.
Pricing Lifecycle
The Pricing Lifecycle plays a vital role in aligning the value offered with the investment users make. The platform should adopt various strategies including value-based pricing, ensuring users receive the most from their subscriptions. Free trials and freemium versions allow users to explore risk-free before committing. Upselling and cross-selling opportunities should be explored to enhance the user experience. Regular pricing iterations should be implemented to remain competitive and responsive to market dynamics.
In a dedicated blog, we will talk more about how pricing is optimized for maximum value and customer satisfaction.
Final Thoughts
Each factor, from user and tenant engagement to pricing lifecycle strategies, contributes to an exceptional user experience. By embracing PLG and providing self-service capabilities, SaaS builders can achieve higher adoption and customer advocacy.
Stay tuned for more insights in our upcoming blogs. Happy building!
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