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Dyn, Cory von Wallenstein
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Dyn, Cory von Wallenstein

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  • 1. Uptime is the Bottom Line. SaaS Retention Tactics Cory von Wallenstein VP, Product Management
  • 2. 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.
  • 3. 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
  • 4. 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
  • 5. Consumer/SMB: Experiments in renewal reminders
  • 6. Consumer/SMB: Experiments in renewal reminders
  • 7. Consumer/SMB: Auto Renewal
  • 8. Consumer/SMB: Auto Renewal Payment Issues
  • 9. Consumer/SMB: Auto Renewal Payment Issues
  • 10. Consumer/SMB: Continuous Improvement
  • 11. 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%