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Replacing Sales People
with Great UX
Chandika Jayasundara
Personal Sales by a Savvy
Sales Person is the MOST
effective way to sell.
The Hard Truth.
It costs more though. So each sale must be a large sale.
Earlier: CIO makes call for
entire organization.
Earlier: CIO makes call for
entire organization.
Now: End users trial and
adopt, CIO confirms at end.
Selling Online
Thousands of SaaS Products
800K+
Product Focused, SaaS company
Users
Big Brand Customers
Platforms 5Cloud, Desktop, Server, Plugins
Company
100% Organic growth, $0 Ad spend
Selling Software Online: Step by Step
The Funnel
The Funnel
Site Visit
Educate On site / Trial
Trial, Emails etc.
$$$$
Happiness and Delight
Creately’s Default Funnel
Interest
Educate
Activate
Convert
Is this the best you can
do?
1. Understand the User
Speak their language
Remove roadblocks
User Context
BlogsSearch
Social
Ads
Referral
Word of
mouth
Infographics
White papers
Q + A sites
Affiliates
Forums
Comments
News / Media
Webinars
Context: Interest Trigger
Context: Intent
Context: Device / Tech
Context: Membership
Collect every data point
to build the customer profile
Understand the User
Adapt to your users expectation /
context
Speak their language
Real people build trust
Real people build trust
Activate
“40-60% of users who sign up for a free
trial of your software or SaaS application
will use it once and never come back.”
@patio11
credits: intercom.io
What did the successful
customers do?
Re-design Initial User
Experience with laser focus
on activation
Guide users through successful actions
Example Successful
activations
• Twitter - Follow 20 active users
• Creately - Create 2 diagrams, share with someone
• Dropbox - Sync photo collection
• Slack - Have 1000 posts per team
• Facebook - Add 20 friends
Convert to Paid
Be Nice. Time it well. Natural Limits are best.
Retain!
Keep them engaged, keep them happy.
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