Dyn, Cory von Wallenstein

Uptime is the Bottom Line. SaaS Retention Tactics Cory von Wallenstein VP, Product Management

We are the DNS experts.
Names to numbers
twitter.com -> 168.143.162.52
Enterprise (Dynect Platform)
$200/mo and up
SMB (Dynect SMB)
$30/mo, leading into full Dynect
Consumer (DynDNS)
$15/year and $30/year
Uptime is the Bottom Line.

2010 Retention Tactics and Lessons Learned
Enterprise (Direct Sales)
Managing overages
Consumer/SMB (Self Service/eCommerce)
Experiments in renewal reminders
Automatic renewals
Or, how I learned to shoot myself in the foot a year later
Continuous improvement

Enterprise: Managing overages
Customers will end up in the wrong bucket
They underestimated their need
They outgrew the current bucket
May be a temporary spike, may be a trend
No one likes a surprise overage bill (cell phones)
Balance of sales and account management
Engage before the invoice. Goal is 20% revenue.
Upsell and waive overages for trending growth
Handle spikes on a case by case basis

Consumer/SMB: Experiments in renewal reminders

Consumer/SMB: Auto Renewal

Consumer/SMB: Auto Renewal Payment Issues

Consumer/SMB: Continuous Improvement

Consumer/SMB: Continuous Improvement
Observations
A single, strong DNS call to action generated the best eCommerce metrics
Revenue/visit increased 27%
Average order value increased 20%
Conversion rate increased 6%
Transactions/visit increased 6%
Purchased Products/visit increased 11%

http://www.standingonthebrink.com	665
http://www.apptegic.com	117
http://cigetppa.squarespace.com	22
url_unknown	7
http://translate.googleusercontent.com	3
http://www.slideshare.net	2
http://webcache.googleusercontent.com	1
http://paper.li	1
http://cigetppa.drupalgardens.com	1

Dyn, Cory von Wallenstein

by MassTLC on Dec 20, 2010

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Dyn, Cory von Wallenstein — Presentation Transcript