The Official SaaStr Podcast: SaaS | Founders | Investors SaaStr 527: Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre
Feb 11, 2022
Romain Lapeyre, CEO of Gorgias, leads a customer service platform tailored for e-commerce. He reveals how Gorgias successfully acquired 10,000 SMB customers through innovative data-driven strategies. The conversation dives into the importance of tailored outbound sales techniques and optimizing customer experience using data insights. Romain shares key methods for measuring customer success and transforming it into a powerful marketing tool, showcasing how effective execution can drive impressive growth in a competitive landscape.
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Scaling Acquisition
- To scale customer acquisition, focus on optimizing existing successful channels.
- Launching new channels is less impactful than improving current ones.
Outbound Automation
- Automate contact discovery using tools and scripts ('waterfall' method).
- Free up salespeople to focus on outreach and relationship building.
Personalized Outreach
- Use signals of interest (e.g., tool usage, job changes) to personalize outbound messages.
- This significantly improves open and reply rates, leading to higher conversion.