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MassTLC Presentation: SaaS Retention Tactics
 

MassTLC Presentation: SaaS Retention Tactics

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In 2010, Dyn Chief Technology Officer Cory von Wallenstein gave a talk at a MassTLC event, focusing on SaaS retention tactics.

In 2010, Dyn Chief Technology Officer Cory von Wallenstein gave a talk at a MassTLC event, focusing on SaaS retention tactics.

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    MassTLC Presentation: SaaS Retention Tactics MassTLC Presentation: SaaS Retention Tactics Presentation Transcript

    • Uptime is the Bottom Line.Uptime is the Bottom Line.SaaS Retention TacticsCory von WallensteinVP, Product Management
    • We are theDNS experts.• Names to numberstwitter.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/yearUptime is the Bottom Line.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: Experiments in renewal reminders
    • Consumer/SMB: Auto Renewal
    • Consumer/SMB: Auto Renewal Payment Issues
    • Consumer/SMB: Auto Renewal Payment Issues
    • Consumer/SMB: Continuous Improvement
    • Consumer/SMB: Continuous ImprovementObservationsA 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%ObservationsA 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%