SaaS Backwards - Reverse Engineering SaaS Success Ep. 171 - Why the SaaS Journey Doesn’t End at Checkout
Guests: Ken Rapp (Co-Founder & CEO) and Emily Lagasse (VP of Marketing) of Bluestream --
What if the key to SaaS growth isn’t more leads, but fewer customer drop-offs post-purchase?
In this episode of SaaS Backwards, we sit down with Ken Rapp (Co-founder & CEO) and Emily Lagasse (VP of Marketing) of Blustream, the platform pioneering post-sale engagement, to explore how product ownership experiences are unlocking revenue, retention, and lifetime value.
According to Rapp and Lagasse, most brands obsess over acquisition, but lose up to 70% of customers before the second purchase. Blustream flips that script by transforming post-purchase silence into an intelligent, AI-powered dialogue that guides customers through onboarding, usage, care, and reordering.
Key takeaways include:
📦 Unboxing is a retention opportunity
🤖 AI predicts drop-off and upsell moments
🛠️ Don’t launch on platforms too early
🎯 Vertical focus beats “sell to everyone”
If you’re a SaaS CRO or CMO looking to drive net revenue retention, boost repeat purchases, or reimagine how post-sale moments can be monetized, this episode is for you.
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