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The L.A.E.R. Model in Customer Success

[fa icon="calendar'] 21-May-2020 10:00:00 / by Iliyana Stareva posted in Customer Experience, Customer Success

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A couple of months ago, I covered customer experience and the Cisco racetrack - or lifecycle across the customer journey that's extremely important for companies to be able to drive customer success.

Today, I want to show you one more model that's become more and more popular if you work in SaaS or Customer Success.

This model is called L.A.E.R. and stands for Land, Adopt, Expand and Renew. 

Each of these phases has a different focus and they are not just about customer success as in post-sales but also the intersect with sales pre-purchase and for the renewal stage.

At the end of the day, the model aims to ensure that when a customer buys a product or a service, they truly realise the value of the purchase and achieve the business outcomes or goals they were expecting to get to by buying this product or solution.

As a business, it's on you to deliver on that promise after the sale which will lead to customer happiness and loyalty. 

Let's take a look at the L.A.E.R. model.

What is the L.A.E.R. Model for Customer Success

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How to Create a Project Charter [Project Management Fundamentals]

[fa icon="calendar'] 06-May-2020 08:00:00 / by Iliyana Stareva posted in Project Management

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The most important document when you're at the very start of a new project is the project charter.

This is what we will look at today as part of my series on project management fundamentals - if you missed previous posts, we've so far covered the differences between projects and operations as well as those between projects, programmes and portfolios, the DARCI model for stakeholder engagement and how to run an effective project kick-off meeting

Now, let's get into our topic for today.

What's a project charter? 

The project charter is the formal, relatively short document that describes the most important thing about your project - its objectives, benefits to be achieved, the scope incl. key deliverables and timelines, the people to be involved, KPIs for the project and any known/expected risks. 

According to PMBOK, the project charter officially authorises the project and as such, you can begin working on it as it gives you the authority to do so as the project manager.

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5 Proven Strategies to Generate Leads in SaaS

[fa icon="calendar'] 23-Apr-2020 08:00:00 / by Edyta Kowal posted in Inbound Marketing, Content Marketing

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This is a guest post by Edyta Kowal.

The temptation to deliver as many leads as possible can be very strong on the part of marketing teams. But at the same time damaging. After all, it’s all about inspiring the customer to visit the store and make a purchase, and not just browse around and leave empty-handed without even exchanging a single word with the sales assistant.

One marketing buzz term we’ve all been hearing over and over again is optimisation. We optimise costs, methods, and procedures to save time and money. Then why is it so easy to fall into the trap of only looking at the number of leads and not their quality? After all, busted budgets, Sales resources, and even brand image are at stake.

Let me talk to you about my top strategies for generating leads in SaaS (and not only). 

5 Proven Strategies for Generating Leads in SaaS

#1. Define who you are speaking to

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How to Quickly Excel at Any Job: My 4 Secrets

[fa icon="calendar'] 17-Apr-2020 07:00:00 / by Iliyana Stareva posted in Personal Development, Career

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Over the years, I've often been asked how I learn not just to do a job very quickly but to excel at it very quickly.  

I don't think I have some kind of a magic solution to this but I've come to realise that there are a few things that can make you not just good, but great at any job fast. 

Of course, it all comes down to finding something that you actually like. If you don't enjoy the job that you're doing, you're never going to excel at it. 

I've changed roles and industries on quite a few times and done that laterally but it's always been driven by my passions and desire to learn and grow personally. This has allowed me to get into the job quickly and master it quickly. 

So what are the things that you need to do to excel at any job? 

I've broken them down into four. 

How to Quickly Excel at Any Job: My 4 Secrets

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Why There's Never Been a Better Time for Inbound PR

[fa icon="calendar'] 02-Apr-2020 09:00:00 / by Iliyana Stareva posted in Public Relations, Inbound PR

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Do you feel like everything around you is about COVID-19?

I turn on the news, it's non-stop COVID-19. 

I check my Facebook feed, it's all COVID-19. 

My LinkedIn, same story. My Twitter, likewise. Google, also. 

COVID-19, COVID-19, COVID-19...

But what's worse is that COVID-19 has overtaken my inbox - I've received dozens or more emails from companies, including a bunch of irrelevant and dry press releases on how they're tackling the crisis. 

It's a huge crisis, I won't deny it. But the more it's being talked about, the more people are getting tired of it - I've discussed this with quite a few colleagues and friends and they all agree. 

Especially, when businesses are not properly planning their messages and who they reach with them.

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