When to ask your customers for a referral? - Kalungi

Quoted on this wiki

Every place a page here uses this source, in the order the words come in it.

1. “You can make this part of a “post-purchase survey” and only ask the people who give you a positive experience rating to refer to others.” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Feedback-triggered referral timing

2. “They need to be live before we ask for a referral” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Post-success referral timing

3. “We just asked them to pay us; we probably should wait with asking for a referral till they have experienced the value” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Post-success referral timing

4. “I want to upsell them more. Let’s do that first before we ask for a favor” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Post-success referral timing

5. “None of these are good reasons.” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Post-success referral timing

6. “Ask your customers if anyone else can benefit from their decision right after they bought.” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Referral request frequency

7. “The same goes for a B2B software purchase decision. So don’t wait.” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Referral request frequency

8. “You can make this part of a “post-purchase survey” and only ask the people who give you a positive experience rating to refer to others.” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Referral request frequency

9. “I want to upsell them more. Let’s do that first before we ask for a favor” A “post-go-live survey” can again help weed out some clients who may need more support before asking them. Do an annual customer health check. Make this a value-add service provided by your customer success managers after the health check is a great opportunity to send out another referral request. When your customer pays is another natural moment to send a note that they can share with others to benefit from. You can make it interesting for your clients by providing a benefit (discount? special access?) for each successful referral. Bottom line? Every B2B SaaS Company should have an “always-on” referral campaign running all the time.

   In Renewal referral timing