Dyn, Cory von Wallenstein

4,457 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
4,457
On SlideShare
0
From Embeds
0
Number of Embeds
1,948
Actions
Shares
0
Downloads
17
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Dyn, Cory von Wallenstein

  1. 1. Uptime is the Bottom Line. SaaS Retention Tactics Cory von Wallenstein VP, Product Management
  2. 2. We are the DNS experts. <ul><li>Names to numbers </li></ul><ul><ul><li>twitter.com -> 168.143.162.52 </li></ul></ul><ul><li>Enterprise (Dynect Platform) </li></ul><ul><ul><li>$200/mo and up </li></ul></ul><ul><li>SMB (Dynect SMB) </li></ul><ul><ul><li>$30/mo, leading into full Dynect </li></ul></ul><ul><li>Consumer (DynDNS) </li></ul><ul><ul><li>$15/year and $30/year </li></ul></ul>Uptime is the Bottom Line.
  3. 3. 2010 Retention Tactics and Lessons Learned <ul><li>Enterprise (Direct Sales) </li></ul><ul><ul><li>Managing overages </li></ul></ul><ul><li>Consumer/SMB (Self Service/eCommerce) </li></ul><ul><ul><li>Experiments in renewal reminders </li></ul></ul><ul><ul><li>Automatic renewals </li></ul></ul><ul><ul><ul><li>Or, how I learned to shoot myself in the foot a year later </li></ul></ul></ul><ul><ul><li>Continuous improvement </li></ul></ul>
  4. 4. Enterprise: Managing overages <ul><li>Customers will end up in the wrong bucket </li></ul><ul><ul><li>They underestimated their need </li></ul></ul><ul><ul><li>They outgrew the current bucket </li></ul></ul><ul><ul><ul><li>May be a temporary spike, may be a trend </li></ul></ul></ul><ul><li>No one likes a surprise overage bill (cell phones) </li></ul><ul><ul><li>Balance of sales and account management </li></ul></ul><ul><li>Engage before the invoice. Goal is 20% revenue. </li></ul><ul><ul><li>Upsell and waive overages for trending growth </li></ul></ul><ul><ul><li>Handle spikes on a case by case basis </li></ul></ul>
  5. 5. Consumer/SMB: Experiments in renewal reminders
  6. 6. Consumer/SMB: Experiments in renewal reminders
  7. 7. Consumer/SMB: Auto Renewal
  8. 8. Consumer/SMB: Auto Renewal Payment Issues
  9. 9. Consumer/SMB: Auto Renewal Payment Issues
  10. 10. Consumer/SMB: Continuous Improvement
  11. 11. Consumer/SMB: Continuous Improvement <ul><li>Observations </li></ul><ul><li>A single, strong DNS call to action generated the best eCommerce metrics </li></ul><ul><li>Revenue/visit increased 27% </li></ul><ul><li>Average order value increased 20% </li></ul><ul><li>Conversion rate increased 6% </li></ul><ul><li>Transactions/visit increased 6% </li></ul><ul><li>Purchased Products/visit increased 11% </li></ul>

×