CASE STUDY
How Keyhole refined their ideal customer profile and GTM messaging
Industry: Software
Location: Vancouver, Canada
Company Size: 5-10 Employees
Intro
In the fast-paced world of social media analytics, understanding customer behavior isn’t just an advantage; it’s a necessity.
Keyhole, a leader in social media listening & analytics, was at a crossroads. Despite its advanced capabilities in hashtag tracking and analyzing social media data, the company faced an important challenge: understanding its best-fit customer persona and having clarity about how its product and messaging met market demands.
The Challenge
Farhan, CEO of Keyhole, saw the gap between customer insight and product capabilities. Despite previous outreach efforts—in-app product pop-ups, surveys, email campaigns, and even personal outreach by Farhan himself—customer feedback was difficult. Not having a robust customer feedback system led to missed opportunities for product improvement and market positioning.
Identifying the Need for Change
As customer feedback came in sparingly, it became evident that without a direct line to their customer’s pain points, needs and feedback, Keyhole was navigating in the dark. At this point, Keyhole sought external help to clarify their best customers
Working together
Enter Revenue Reveal. The collaboration began with setting clear, targeted goals and building a structured system to gather and analyze customer feedback. Revenue Reveal provided a strategy:
Streamlined Communication Channels
Implementing targeted email campaigns and incentives, they crafted a feedback loop that made it seamless for customers to provide feedback.
Feedback Collection
Using discovery questions, they delved deep into the customer’s journey, uncovering not just superficial preferences but core needs and pain points.
Data Synthesis
The feedback was not just collected; it was synthesized into a coherent narrative, translating data into actionable insights.
How we helped
Farhan saw a major uptick in customer engagement relative to their previous process. Customers weren’t just responding; they were sharing insights about product feedback, the customer journey, competition and pain points. Revenue Reveal simplified the process of understanding customer needs, offering a clear methodology and approach to engage and get meaningful feedback.
Outcomes
The benefits were:
- Enhanced Customer Feedback: Customers willing to provide feedback increased, providing a deeper understanding of their needs.
- Deeper Insights: Revenue Reveal’s approach helped Keyhole understand the ‘why’ behind customer behaviors, enabling them to tailor their product and messaging more effectively.
- Product Refinement: The feedback directly translated into product enhancements, improving quality of life features and refining Keyhole’s market positioning.
Next Steps: A Future-Ready Keyhole
Now, Keyhole has insights and a refined approach to understanding customer needs. The company is focused on taking customer feedback and translating it into improved messaging, short-term feature enhancements, and marketing opportunities. As Farhan looks to the future, one thing is clear: the customer’s voice will be the guiding star in Keyhole’s journey to its next growth stage.
Ready to grow your revenue?
Let’s meet to see where you can get some quick wins and then let’s see how we can help.