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Retention Strategy use case for Startups & Enterprise products - Software Dev Tools

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In this presentation we discuss the Retention Funnel, that product owners should create for customers. It is very important the product teams discuss how they will be engaging with their future and current customers. We will be presenting a use case that can be applied for Startups and Enterprise organizations, explaining the four pillars we use to apply a retention strategy: Focus, Management, Tools & Goals.

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Retention Strategy use case for Startups & Enterprise products - Software Dev Tools

  1. 1. Retention Strategy Use Case By Claudio Cossio @CCOSSIO
  2. 2. The Funnel On boarding Support Retain Advocacy
  3. 3. You are building a relationship on each step
  4. 4. It’s not just a quick respond
  5. 5. Focus Management Tools Goals Implementing a retention funnel
  6. 6. ● Understanding their problem ● Achieve a desirable outcome
  7. 7. ➔ Operations ➔ Account management ➔ Sales executive ➔ Finance You need to understand WHO you are serving
  8. 8. Retention Strategy
  9. 9. ➔ Focus ➔ Management ➔ Tools ➔ Goals
  10. 10. Confirm that the Customer has a real problem
  11. 11. Management ➔ Loop in relevant areas ➔ Heads up to finance on $ issues ➔ Interview those who leave ➔ Impact Churn rate
  12. 12. ➔ In/out messages ➔ Chronological ➔ Tags & Status sync ➔ Updated information
  13. 13. Focus on the outcome
  14. 14. Measure customer reactions & engagement ● Business value ○ Response rates ○ Follow up on inactive users ○ Exit interviews ○ Up selling ● User value ○ Assign a Customer Champion ○ Better output / performance ○ Pre-departure triggers
  15. 15. Thank you! Danke! Gracies! Gracias! Claudio Cossio @CCOSSIO

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