This week we have hosted the very first live session of SaaSCast. SaaSCast is a live discussion between me and an expert from another startup in which we discuss SaaS problematics. The format is pretty short, no more than 30 minutes and we try to be as actionable as possible. Also, we try not to share any screen in order to keep the conversion alive. For this first episode, I had the pleasure to have Gilles Samoun, serial entrepreneur and currently CEO of Salesmachine. For this first session, we talked about Customer Success and how Salesmachine could help tackle churn and onboarding problems. - Salesmachine: https://salesmachine.io - Livestorm: https://livestorm.co - The full audio version (in french): https://soundcloud.com/livestormapp

1. SaaSCast Ep.1 - Churn &
Customer Succes
01 SEPTEMBRE 2016 - #SAASCAST
W/ Gilles Samoun (CEO @ Salesmachine)

2. SaaS customers = Easy to
acquire, hard to retain.

3. Once you have your customers,
how do you keep them?

4. Marke>ng has real->me
acquisi>on channels…

5. We’re Livestorm. We do browser-based
webinars for sales and user training.
Click to learn more.

6. …But what about reten4on?

7. When you are small you can afford X
products to handle onboarding and CS.

8. …But it scales poorly.

9. You need something packaged for
your Customer Support team.

10. Salesmachine defines the
health of your customers at
each stage of their lifecycle.

11. For each stage,
you need to
know their
health.

12. Find data/event
sources to
enrich your
health score.

13. To handle the
crowd,
automate some
but keep a
human touch.

14. Churn factors
Marke&ng Churn
(end of trial, unlikely to convert…)
Technical Churn
(Downing process, card expira;on…)
Can be an&cipated Can be automated

15. CS 101 - Where do I begin?
I just launched my company I am well established (series A & B)
Focus on onboarding + conversion
Get to know your users. Focus on some
KPIs and data points first. Then iterate.

16. We’re Livestorm. We do browser-based
webinars for sales and user training.
Click to learn more.

17. Q: Can I have the slides?
A: gilles@livestorm.co
Q: Who were you again?
• Gilles Samoun (@gsamoun) - CEO @ Salesmachine
• Gilles Bertaux (@gillesbertaux) - CEO @ Livestorm
• Salesmachine: https//salesmachine.io
• Livestorm : https://livestorm.co