Eran Galperin
speaker
76 appearances
1 recordings
1 series
first heard Aug 2024
last heard Aug 2024
Eran Galperin’s voice in public audio — every appearance, attributed to the second.
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Appearances
That was a very scary process for me. We had a lot of, you know, long-term customers and I'm about to really ramp up the pricing on them. And it helps so much that I can do it with somebody that already ran this playbook. Also seen it fail at Amazon. other companies, even your own after acquisition, I guess.
That really helped me do this confidently and it went super well and actually kick-started the next upward strand in our revenue growth. And there were multiple such instances. This is the main reason that I joined TinySeed.
I think I can tell pretty accurately why we succeeded, and it's because we went against what everybody else in the market is doing. So we have the 900-pound gorilla, like you mentioned, and a lot of the similar competitors kind of copied our playbook. They have a product, and I think this has come in a lot of B2B verticals, that is very outdated and difficult to use.
I guess the thinking is that business software doesn't need to be accessible or easy to use, and they just have a very strong sales motion. And a lot of our other competitors are pretty much the same. I mean, their products... started at different points in time. So you can kind of tell, oh, this one is from 08, this one is from 2011, but they never bothered updating it afterwards.
When I started Gym Desk without any sales knowledge, the only thing I can do was just talk to customers and make the product better. I myself went through a transformation with this company where I used to be that technical person, that engineering lead that you would come to with customer complaints. And it's like, yeah, they're using it wrong. They're not very smart.
I would say mean things like that. And with this product, I kind of realized it's actually the opposite. The dumber the feedback looks like, the more opportunity there is to make the product better. And I really took that to heart and through this endless feedback loop, made a product that just makes everything so much easier than our competitors.
We might have a similar feature set, but the way those features and flows are implemented is completely different. And this is where I feel we really made our first kind of differentiation in the market. The other side of it is with the customer service. So anybody who works with me knows how responsive I am to emails.
And it was the same with customers in the early going when I was the only one talking to them. And when I started hiring for customer service, I made sure that we stayed with that mentality. Somebody sends a report that something is not working, we have to get back to them as early as possible and resolve it as quickly as possible.
not just issues, but also small feature requests where it seems like it's a no-brainer, we would roll those out sometimes the same day. You can find reviews of us on Keptera and other websites where the guy is like, yeah, I message customer service, I talk to the CEO, and on the same day I get a new feature that solves our use case. And you can't beat that kind of experience.
So this is how we kind of build our brand in this space.
I'm 100% optimized for self-serve. So it's maybe a bit ridiculous, but in the early days, I actually refused doing demos. I just hate getting on video calls with people I don't know. And people would email in, I want the demo. It's like, yeah, we don't do that. I'll be happy to answer your questions over email, which is the medium I'm comfortable with.
But yeah, for years, we just didn't do any demos. We do do demos now. We have a full team. They help with onboarding. But because we didn't have any demos and none of that motion at all, I really had to make the product shine in those aspects, right?
So every time people would say, oh, I can't do this in onboarding, it's like, okay, let me go back to the product and fix it like that instead of getting on a call and explaining to you how to do it.
Yeah. I mean, that's definitely the part of building this company that took me the longest to figure out. I do have some background in writing. So I have written a lot over the years, mostly technical writing, but eventually moved into, I wrote about startups, going through accelerators, stuff like that. So I had that in my back pocket. Also some experience with technical SEO and
So I thought for sure with SEO, I could drive some leads to the product. Turns out that was also naive. It took me quite a while to figure out the SEO for this company. But now I have such a good handle on it that I advise other SaaS companies on this particular topic. I just had a call with one of the tiny seed companies where I analyzed their entire SEO structure and gave them actionable items.
It just... This is one of the things, it's not like this with every marketing channel. Maybe it is, I haven't figured it out yet. But specifically with organic traffic, you can approach it almost like an engineering challenge and kind of really figure out a plan to attack it. And we built a really structured, repeatable process there to expand and also retain the land that we acquire in SEO.
Because to keep your rankings it's very difficult in a competitive market it took me i want to say five years to really figure that out in 2021 when we hired the first full-time employee that was a content marketing editor because i knew this is our strongest channel And this is our best writer. And I want to just keep investing in this channel. And it paid off.
We still drive most of our leads through SEO. I think it's over 60, 70% of our leads come through that channel. And they're all extremely qualified leads. It's a channel with a lot of buying intent. So yeah, it's definitely something I had to work on. But just persistence, like with everything else, trying and failing, trying and failing and figuring it out. That's how we did it.
I follow some people on Twitter that literally what they do is they build a tiny SaaS product and they give it a couple months and then they sell it for peanuts on microacquire.com. I think it's just acquire.com now. And just move on to the next. And they keep hoping that one of those will blow up. But that's not how it works.
If you're going to only stay with it for a few months, it's never going to happen.
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