The App Collective Episode 61

The Pareto Principle & How to Scale Shopify App Support

Hello App Collective! As we are well into Q2 of 2025, and life is heating up, it’s time to turn up the heat on your support team to focus on retaining all the valuable installs you’re getting. This is where the best apps experience accelerated growth.

This will be a double episode as I will be taking a break next week, so I packed today’s into a very long and valuable episode that I think most of you will really enjoy.

As a result of all of the value shared today, this is a paid-only episode.

When we think about support, we often think about being reactive to tickets when Shopify merchants reach out to us. Today, we will focus on a more proactive approach to understanding your customer’s needs for your solution by offering options to make them successful.

Before we get to that, we first need to understand a bit more about business growth and how the best businesses focus on the 80/20 rule, otherwise known as the Pareto Principle.

This will be a very long episode, so hang tight and enjoy the ride!

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What’s inside:

• The 80/20 Rule (Pareto Principle)

  • What the 80/20 rule is

  • 80/20 applied to your customers

  • What it means for growth

  • How smart Shopify apps use it

  • How to find and leverage your top 20% merchants

• Support Scaling: How to Handle Growth Without Burning Out Your Team

  • When to invest in support (hint: early)

  • How smart app teams avoid burnout as they scale

  • Why customer success is your retention engine

  • Tools, hiring tips, and real-world examples to guide you