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How to Maintain >140% Customer Retention with Dooly's CEO and Head of Customer Success

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How to Maintain >140% Customer Retention with Dooly's CEO and Head of Customer Success

  1. 1. How to Maintain >140% Customer Retention Secrets to reducing churn through relationships Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review. Kris Hartvigsen CEO Dooly Ellie Hutton Head of CS Dooly
  2. 2. SaaS Industry Benchmarks Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  3. 3. Customer Churn SaaS industry average: 4.79% Dooly: 2% Net Retention Rate (total revenue - revenue churn) SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise) Dooly: 129% Net Promoter Score (NPS) SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone) Dooly: 65 SaaS Retention Benchmarks Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review. Sources: https://recurly.com/research/churn-rate-benchmarks/, https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
  4. 4. Customer Churn SaaS industry average: 4.79% Dooly: 2% Net Retention Rate (total revenue - revenue churn) SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise) Dooly: 129% Net Promoter Score (NPS) SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone) Dooly: 65 SaaS Retention Benchmarks Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review. Sources: https://recurly.com/research/churn-rate-benchmarks/, https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
  5. 5. Customer Churn SaaS industry average: 4.79% Dooly: 2% Net Retention Rate (total revenue - revenue churn) SaaS industry median: 100% (90% = good for SMB, 125 = good for enterprise) Dooly: 129% Net Promoter Score (NPS) SaaS industry average: 41 (40 = good, 50 = great, 65 = milestone) Dooly: 65 SaaS Retention Benchmarks Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review. Sources: https://recurly.com/research/churn-rate-benchmarks/, https://www.klipfolio.com/metrics/saas/net-revenue-retention-rate
  6. 6. You can *doo* it, too. Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  7. 7. Earn the right to grow! Necessary for PMF & PLG. Be one persona’s favorite. Be Customer First Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  8. 8. Vision, Goals and Good Humans ● Rally company around customer-centric PMF + growth goals. ● Define clear vision and path to get there. ● Make metrics visible. ● Help everyone know their impact. ● Beware of department silos and jerks. ● Invest early in product and CS. Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  9. 9. Delight! Build human connections Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  10. 10. Invest in data early. Instrument your product properly. Get a single source of truth. Self serve. Need clean data for your board, metrics, segmentation, signals, experiments, and billing. Data … go geek out Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  11. 11. Build Repeatable Playbooks No “slipping through the cracks.” Avoid churn with processes: ✅ Develop playbooks for new to renew ✅ Standardize your CX delivery ✅ Nail internal handovers ✅ Separate to AM for “hard conversations” ✅ Reminder: Easy data for risk signals! Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  12. 12. If it’s not working... Go back to step 1. You didn’t put the customer at the center. P.S. It’s okay to let non-ICP customers go. Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  13. 13. 1. Be customer first. 2. Set a vision, goals, and be good humans. 3. Delight! (ahem, *doolight*) to build human connections. 4. Self-self internal data. 5. Build repeatable playbooks. If it’s not working. Go back to #1. For >140% customer retention... Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.
  14. 14. THANK YOU Do not place text, or graphics in any of the red space Your faces will be here Logo Overlays will be here DO NOT DELETE SaaStr Team will delete these guides in review.

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