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Everything else

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My talk from Lifetime Value Conference

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Everything else

  1. 1. Everything Else Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  2. 2. Remember when you thought you would spend all day working on your product? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  3. 3. I spend all day working on my product Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  4. 4. Documentation, Support, VAT, Systems Administration. Filling in baffling forms from HMRC Replying to the accountant about those forms. Writing talks, giving talks (like this one). Posting to Twitter. Posting to Facebook. Building marketing sites. Keeping up to date with the industry ... just working on our product. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  5. 5. You are going to find yourself with new things to do Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  6. 6. You will completely suck at some of them Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  7. 7. Bootstrapped products grow slowly Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  8. 8. How to sell a product Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  9. 9. Digital Delivery Make the sale Deliver the download Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  10. 10. SaaS delivery Set up a subscription Allow access to the product Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  11. 11. Then it begins ... Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  12. 12. Can I pay in USD? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  13. 13. I'm in the EU and have a VAT number, can you deduct the VAT please? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  14. 14. How much tax is due? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  15. 15. In my country we don't like credit cards. Can I pay a different way? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  16. 16. My payment was rejected, what now? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  17. 17. I want a refund! Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  18. 18. Accounting Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  19. 19. Stripe In the UK, unless you have real currency accounts will only pay into a GBP account Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  20. 20. PayPal Keeps each currency in an individual "pot" Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  21. 21. Xero has saved my sanity → Create invoices in Xero via the API → Reconcile statements against that → Deals with multi-currency → Creates VAT returns, EC Sales lists, MOSS reports Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  22. 22. Hosting Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  23. 23. Shared hosting is generally terrible Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  24. 24. Cheap hosting is generally terrible Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  25. 25. Your site is Fast Available and ... Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  26. 26. Where is data being stored? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  27. 27. How is data being backed up? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  28. 28. Downloading an SQL dump every so often is not a backup strategy. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  29. 29. Check you can open your backup archives! Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  30. 30. Availability & Uptime Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  31. 31. What is your disaster recovery plan? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  32. 32. Use configuration management software Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  33. 33. Consider a host with full managed support Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  34. 34. Digital Assets Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  35. 35. When do your domain names expire? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  36. 36. Who has access to the social media accounts? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  37. 37. When do the SSL certificates expire? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  38. 38. Marketing Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  39. 39. Not a natural fit for nerds Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  40. 40. We have a tendency to get too technical Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  41. 41. No-one can sell your product the way you can Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  42. 42. Don't build it in house! Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  43. 43. I want to build it because otherwise I pay the 3rd party every month Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  44. 44. I want to build it because of insert very specific requirement here Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  45. 45. It's part of our competitive edge! Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  46. 46. Do build it in house! Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  47. 47. What dependencies on other businesses are you creating? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  48. 48. Stripe Not just a Payment Provider ... Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  49. 49. Stripe → subscriptions → payment forms → mobile payments → taxes → shipping Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  50. 50. The API might not go away. It might instead become too expensive Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  51. 51. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  52. 52. The service might fail to support new legislation Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  53. 53. VAT MOSS the thrilling adventures of VAT Girl. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  54. 54. 3 months before the deadline No third party solution had anything in place to help people comply. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  55. 55. You cannot rely on getting much warning of changes in the law Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  56. 56. You cannot rely on your third party to comply for you Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  57. 57. "a user can ask for an explanation of an algorithmic decision that was made about them" -- EU Regulations on algorithmic decision- making Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  58. 58. Should we step up online censorship Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  59. 59. Who owns your data? Can you export that information easily? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  60. 60. Own your data Use webhooks or import to maintain a copy of the data Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  61. 61. Know your dependencies Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  62. 62. Invite the chaos monkey to tea Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  63. 63. "Chaos Monkey is an open source software tool for DevOps [...] The software works by intentionally creating different failures and tests the ability to survive them." https://en.wikipedia.org/wiki/ Chaos_Monkey Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  64. 64. Think of a service you rely on Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  65. 65. How quickly could you move to something else? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  66. 66. Does something else even exist? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  67. 67. Would you lose any data in the move? Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  68. 68. As you grow keep checking those dependencies. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  69. 69. Look for dependencies that are built on top of standards Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  70. 70. → Cloud Storage using OpenStack → Support systems built on top of your regular mailbox → Mail providers using SMTP Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  71. 71. Turns out there is a lot to do Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  72. 72. You don't need to be an expert Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  73. 73. But you need to show up Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  74. 74. I trained as a dancer. Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  75. 75. Focus on your weakness Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  76. 76. Understanding makes it easier to delegate when you can Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  77. 77. Learn to love the everything else Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  78. 78. Thank you! @rachelandrew http://bit.ly/rachel-ltvconf Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew
  79. 79. Image credits (Flickr Creative Commons): → Aranami → Shawn O'Neil → Nathaniel_U → Aron Elal → → Scott Schiller Rachel Andrew | Slides @ bit.ly/rachel-ltvconf | Tweet! #LTVconf @rachelandrew

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