- The company has hired 6 new people since April and is still hiring for several roles.
- Finances are down from Q2 expectations but better than Q4. The goal remains $3M total revenue for 2015.
- Several achievements and next steps were outlined for customer success, including experimenting with a "concierge" role and analyzing NPS survey results.
- The dev team made some adjustments to create improvement, feature, and epic teams to better focus work. Several releases occurred in Q2 with more planned for Q3.
- Marketing and operations updates were provided on the US office and dev team reorganization. Goals for Q3 include reducing churn, improving faster, and keeping customers.
4. ..and we’re hiring!
• One or two CS agents for San Francisco
• One or two Java developers in Berlin
• One more UI developer in Berlin
• One marketing manager in Sydney
9. Outlook
• Current 52 week window: $2.5m (up from $2.2m)
• $130k collected in 2 weeks of July. $155k in
outstanding invoices - pretty good for summer
• Goal for 2015 remains $3m in total revenue
• Outlook is still good!
11. Achievements since last
All Hands
✓Hired and (in the process of) on boarding Andrew
✓Strengthened collaboration between devs and CS
✓NPS insights
✓Customer Success team building time in SF
✓Experiment with ‘concierge role’
14. NPS – next steps
• Gathering feedback, patterns and insights
• Concentrate on promoters
• getting them on our testimonial page, some extra
nurturing/pampering?!
• After analysis, deciding how to proceed and build it
into the customer lifecycle
18. Concierge Experiment
• Assessing all signups immediately on company-fit
and expected deployment size
• Trying to reach interesting leads asap, helping
them with questions, say “no” right away if bad fit
• Adrienne in charge for now, but we’ll start
spreading the tasks soonish
• Create Deals in Highrise, follow up until won or lost
19. • Too early to say but: 109 companies assessed, 32 called,
20 reached, 9 spoken to AND the ‘results’ are positive!
First insights
20. Not achieved since last
All Hands
• “Real” Customer Success plan outline
• Better CRM – Migration to Highrise?!
• Updating testimonial page – better distribution of
location and industries
• Resources page – Share valuable articles for
prospects and customers
22. Discussions and
process adjustments
• Vision, mission and values
• Project handling, knowledge sharing
• 3 big topics a month to discuss
• Establishing goals and allowing for celebrations
24. ‘Real’ Customer Success
• Post purchase communication
• Establishing ideal touch points
• Higher focus on VIPs
• Automation of smaller accounts
25. Newsletter time
• We have enough releases for a newsletter!
• The last one went out last year. Early last year…
• We wanted to think of a new structure
26. US company trip
• Organising lots of client meetings
• Organising lots of fun
• Organising lots of sightseeing
• Organising an event
27. Ongoing projects
• We do need to look at writing case studies
• We do need new videos. At least user directory
and new objectives
• We do need some analytics – celebrations
28. In summary
• Not much ‘shipped’ in Q2
• Important topics touched
• Growing – in every sense
31. Getting there
• We have a signature from the incorporator on a
PDF, still waiting for the actual document to arrive
• Work on the employee handbook is in progress,
awaiting shortened version this week
• Will need lawyer to physically inspect ID
documents
33. Slightly adjusted subteams
• 3 “stable” teams
• Movement between teams is fine (not all at once)
• Complementing goals, complementing staff
34. Improvements Team
• Focus on smaller tasks (1h to 3w)
• Extend existing features, improve UI and UX
• Emergency fixes
• Biggest bang for the buck
• Shield the other teams from interruptions
35. Feature Team
• Focus on mid-sized tasks (2w to 8w)
• Work in pairs only:
• Slightly slower than team of 3
• but more efficient
• Can always ask other pair for feedback
36. Epic Team
• Tackle one massive challenge at a time
• More people means more communication overhead
• … but more timely delivery too
• Least interruptible team
39. iOS
• Launched at last
• .. but very slow uptake
• A few quirks reported, and lacks
SSO support
• We’ll wait for more feedback and
usage before deciding on next steps
40. User Import
• BambooHR and Google Apps shipped
• CSV Import very close to CS usage
• Self-service for select customers is due next
41.
42.
43. Security Fixes
• added CSRF tokens to many forms and ajax
actions
• fixed XSS bugs all over the applications
• Fixed open redirects, upgraded ssl certificates,
added confirmation step to Google Apps, etc etc
• Introduced Content Security Policy
• HackerOne was very useful so far
46. In summary
• Not that much shipped in Q2
• Onboarding the new staff worked very well…
• unsurprisingly, didn’t make us faster yet
• Should aim for much higher throughput in Q3
54. Achievements
• Work closer with CS team
• Comments with permissions and mentions
• Activity stream
• Weighting adjustment now very simple
• Replaced wicket tabs on profile, review and feedback
• Deprecated 3 settings (Priority, Threaded discussion, ordering)
• Rework UI and UX of browser, details and create
55.
56.
57.
58.
59. Greatest challenges
• UI prototyping in code was fast but no
documentation/ history
• UX prototyping in code was inefficient
60. Greatest challenges
• Backend not flexible and a lot of code debt.
Very tricky problems to solve (e.g. providing data
for browser efficiently)
• Objectives super configurable SI, complex UI
• Not able to win many clients to participate a user-
tests
61. Key learnings
• Valuable insights and rapid feedback loop to CS team
by having a fixed member, James, at all our meetings
• Focus on user flow’s not single screens
• Use data analysis to understand the usage of features
62. Key learnings
• Tool like InVision to help us focus on UX flows to
have a shared understanding. Documentation and
transparent decisions captured. Clickable
prototypes without coding.
• Weekly meetings very successful to reflect, share
and plan.
63. Q3
• Improve the weekly meetings by making us more
accountable for each week’s tasks
• Finish redesign and continue user-testing!
• Soft launch to evaluators end of July, full launch in
September
• Start developing milestones
65. Objectives Team
• Softlaunch objectives to new evaluators in August,
full launch in September
• Work on Key Results next (“milestones”)
• Summer holidays are coming, no major plans
beyond this
66. Feature Team
• CSV Import: Make self-service for select clients
• Dashboard 1.5
• Calendar integration
• Achievements page access for clients
• Messages: Praise multiple people
• Edit Cycles
67. Improvements Team
• Cycles overview (in progress)
• Edit user overlay (on hold)
• Export Overlay: Select desired fields
• Pricing page, Tour page
• Further observer improvements
• Mini user Profile
• Show user stats over time
69. Goal: Reduce churn!
• Churn is too high, especially for smaller customers
• Will introduce base price of $150 per month
• Won’t invoice client until properly tested
• Make achievements page self-service, promote it
70. Goal: Improve faster!
• We need more product improvements, faster
• Good news: We have hired 5 developers
• Will still take time until fully productive
• We’ll tackle large projects like Dashboard and
Streams in late Q3
• Until then: warmup tasks & avoiding gold-plating
71. Goal: Keep customers!
• Better product will help keep customers
• But our outreach must get better too
• Both to new clients and to existing ones
• Need a larger CS team
• but we can start a few things now
72. Goal: Mission and Vision
• We need to create a meaningful values document,
and write down our mission and vision
• Everyone should participate building it
• Please fill in your SI 360 forms!
74. We rock
• Q3/Q4 won’t be a walk in the park!
• Awesome team, and growing
• Terrific features and process improvements in the
pipeline
• Looking forward to Q3