Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

of

SaaSFest 2015: Improve Your Retention With This One Change Slide 1 SaaSFest 2015: Improve Your Retention With This One Change Slide 2 SaaSFest 2015: Improve Your Retention With This One Change Slide 3 SaaSFest 2015: Improve Your Retention With This One Change Slide 4 SaaSFest 2015: Improve Your Retention With This One Change Slide 5 SaaSFest 2015: Improve Your Retention With This One Change Slide 6 SaaSFest 2015: Improve Your Retention With This One Change Slide 7 SaaSFest 2015: Improve Your Retention With This One Change Slide 8 SaaSFest 2015: Improve Your Retention With This One Change Slide 9 SaaSFest 2015: Improve Your Retention With This One Change Slide 10 SaaSFest 2015: Improve Your Retention With This One Change Slide 11 SaaSFest 2015: Improve Your Retention With This One Change Slide 12 SaaSFest 2015: Improve Your Retention With This One Change Slide 13 SaaSFest 2015: Improve Your Retention With This One Change Slide 14 SaaSFest 2015: Improve Your Retention With This One Change Slide 15 SaaSFest 2015: Improve Your Retention With This One Change Slide 16 SaaSFest 2015: Improve Your Retention With This One Change Slide 17 SaaSFest 2015: Improve Your Retention With This One Change Slide 18 SaaSFest 2015: Improve Your Retention With This One Change Slide 19 SaaSFest 2015: Improve Your Retention With This One Change Slide 20 SaaSFest 2015: Improve Your Retention With This One Change Slide 21 SaaSFest 2015: Improve Your Retention With This One Change Slide 22 SaaSFest 2015: Improve Your Retention With This One Change Slide 23 SaaSFest 2015: Improve Your Retention With This One Change Slide 24 SaaSFest 2015: Improve Your Retention With This One Change Slide 25 SaaSFest 2015: Improve Your Retention With This One Change Slide 26 SaaSFest 2015: Improve Your Retention With This One Change Slide 27 SaaSFest 2015: Improve Your Retention With This One Change Slide 28 SaaSFest 2015: Improve Your Retention With This One Change Slide 29 SaaSFest 2015: Improve Your Retention With This One Change Slide 30 SaaSFest 2015: Improve Your Retention With This One Change Slide 31 SaaSFest 2015: Improve Your Retention With This One Change Slide 32 SaaSFest 2015: Improve Your Retention With This One Change Slide 33 SaaSFest 2015: Improve Your Retention With This One Change Slide 34 SaaSFest 2015: Improve Your Retention With This One Change Slide 35 SaaSFest 2015: Improve Your Retention With This One Change Slide 36 SaaSFest 2015: Improve Your Retention With This One Change Slide 37 SaaSFest 2015: Improve Your Retention With This One Change Slide 38 SaaSFest 2015: Improve Your Retention With This One Change Slide 39 SaaSFest 2015: Improve Your Retention With This One Change Slide 40 SaaSFest 2015: Improve Your Retention With This One Change Slide 41 SaaSFest 2015: Improve Your Retention With This One Change Slide 42 SaaSFest 2015: Improve Your Retention With This One Change Slide 43 SaaSFest 2015: Improve Your Retention With This One Change Slide 44 SaaSFest 2015: Improve Your Retention With This One Change Slide 45 SaaSFest 2015: Improve Your Retention With This One Change Slide 46 SaaSFest 2015: Improve Your Retention With This One Change Slide 47 SaaSFest 2015: Improve Your Retention With This One Change Slide 48 SaaSFest 2015: Improve Your Retention With This One Change Slide 49 SaaSFest 2015: Improve Your Retention With This One Change Slide 50 SaaSFest 2015: Improve Your Retention With This One Change Slide 51 SaaSFest 2015: Improve Your Retention With This One Change Slide 52 SaaSFest 2015: Improve Your Retention With This One Change Slide 53 SaaSFest 2015: Improve Your Retention With This One Change Slide 54 SaaSFest 2015: Improve Your Retention With This One Change Slide 55 SaaSFest 2015: Improve Your Retention With This One Change Slide 56 SaaSFest 2015: Improve Your Retention With This One Change Slide 57 SaaSFest 2015: Improve Your Retention With This One Change Slide 58 SaaSFest 2015: Improve Your Retention With This One Change Slide 59 SaaSFest 2015: Improve Your Retention With This One Change Slide 60 SaaSFest 2015: Improve Your Retention With This One Change Slide 61 SaaSFest 2015: Improve Your Retention With This One Change Slide 62 SaaSFest 2015: Improve Your Retention With This One Change Slide 63 SaaSFest 2015: Improve Your Retention With This One Change Slide 64 SaaSFest 2015: Improve Your Retention With This One Change Slide 65 SaaSFest 2015: Improve Your Retention With This One Change Slide 66 SaaSFest 2015: Improve Your Retention With This One Change Slide 67 SaaSFest 2015: Improve Your Retention With This One Change Slide 68 SaaSFest 2015: Improve Your Retention With This One Change Slide 69 SaaSFest 2015: Improve Your Retention With This One Change Slide 70 SaaSFest 2015: Improve Your Retention With This One Change Slide 71 SaaSFest 2015: Improve Your Retention With This One Change Slide 72 SaaSFest 2015: Improve Your Retention With This One Change Slide 73 SaaSFest 2015: Improve Your Retention With This One Change Slide 74 SaaSFest 2015: Improve Your Retention With This One Change Slide 75 SaaSFest 2015: Improve Your Retention With This One Change Slide 76 SaaSFest 2015: Improve Your Retention With This One Change Slide 77 SaaSFest 2015: Improve Your Retention With This One Change Slide 78 SaaSFest 2015: Improve Your Retention With This One Change Slide 79 SaaSFest 2015: Improve Your Retention With This One Change Slide 80 SaaSFest 2015: Improve Your Retention With This One Change Slide 81

YouTube videos are no longer supported on SlideShare

View original on YouTube

Upcoming SlideShare
Art, Meet Copy: A Copywriting Primer for Designers
Next
Download to read offline and view in fullscreen.

11 Likes

Share

Download to read offline

SaaSFest 2015: Improve Your Retention With This One Change

Download to read offline

The key to sustainable growth comes down to aligning your internal and external incentives with your customers.

These slides show you how to align your companies incentives and increase customer retention and satisfaction. Lessons learned from Compete, Performable, Ghostery, HubSpot and now Driftt.

Video version: https://youtu.be/OY-HebjR-bA

Related Books

Free with a 30 day trial from Scribd

See all

SaaSFest 2015: Improve Your Retention With This One Change

  1. 1. Improve your retention with this one change David Cancel SaaSFest 2015
  2. 2. About David Cancel • 5x Founder / 2x CEO • CEO/Co-Founder, Driftt • Chief Product Officer, HubSpot, IPO: HUBS • CEO/Co-Founder, Performable acquired by Hubspot • Owner/Founder, Ghostery, acquired by Evidon • CTO/Co-Founder, Compete, acquired by WPP • Investor/Advisor/Director to Various Companies and VC Funds
  3. 3. One change can improve retention
  4. 4. Really?
  5. 5. Align Incentives
  6. 6. – Charlie Munger ‘The most important rule in management “Get the incentives right”‘
  7. 7. Simple, not easy
  8. 8. But…
  9. 9. Which incentives?
  10. 10. Two categories of incentives
  11. 11. 1. External
  12. 12. Align your pricing, product, and promotions with your customers
  13. 13. 2. Internal
  14. 14. Align your teams and departments to promote customer retention.
  15. 15. Lots of talks about #1
  16. 16. We’re here to talk about #2
  17. 17. Not what you’re thinking
  18. 18. So…
  19. 19. How do we align…
  20. 20. the incentives of our departments?
  21. 21. Best way to change behavior
  22. 22. is to leverage a cognitive bias
  23. 23. only one bias in this case
  24. 24. but ideally…
  25. 25. you should study all…
  26. 26. 25 cognitive biases
  27. 27. as described by
  28. 28. Charlie Munger
  29. 29. “The Psychology of Human Misjudgment”
  30. 30. http://cancel.im/25-coginitive-biases
  31. 31. Today we are discussing Bias #1
  32. 32. Bias 1: Reward and Punishment Super-Response Tendency
  33. 33. – Benjamin Franklin “If you would persuade, appeal to interest and not to reason”
  34. 34. Incentives and disincentives…
  35. 35. rule everything around me
  36. 36. Few businesses get this right
  37. 37. How do you align your teams today?
  38. 38. You are what you measure
  39. 39. but remember
  40. 40. There is a dark side to metrics
  41. 41. 🎲🎰🎲
  42. 42. So are your metrics aligned…
  43. 43. with your customers?
  44. 44. Most team metrics aren’t
  45. 45. Sales?
  46. 46. Marketing?
  47. 47. Product?
  48. 48. Solution
  49. 49. Customer 🎯
  50. 50. Design every teams metrics…
  51. 51. to incent customer retention
  52. 52. Examples
  53. 53. Establish baselines
  54. 54. NPS
  55. 55. eNPS
  56. 56. 1. Sales
  57. 57. Territories
  58. 58. Upgrades
  59. 59. 2. Marketing
  60. 60. Leads + Customer NPS
  61. 61. SDRs
  62. 62. 3. Engineering + Product
  63. 63. Customer Service
  64. 64. Internal Customers Too
  65. 65. No Product Roadmaps
  66. 66. Product Adoption
  67. 67. Usage Frequency
  68. 68. Shipping to Customers Daily
  69. 69. Monthly Science Fairs
  70. 70. One change can improve retention
  71. 71. Thank You.
  72. 72. Once a week I share what I’m learning. http://davidcancel.com/newsletter SUBSCRIBE
  • MohamedAbdelaalAhmed

    Jan. 25, 2019
  • Colorbycourtxx

    Oct. 27, 2017
  • eriknorway1

    Aug. 16, 2017
  • GEnie71

    Apr. 5, 2017
  • spectrumbusinessventures

    Dec. 18, 2015
  • PatticusCampbell

    Dec. 16, 2015
  • tnbbdgi

    Dec. 15, 2015
  • mossie70

    Dec. 15, 2015
  • NelsonJoyce

    Dec. 15, 2015
  • dcancel

    Dec. 15, 2015
  • DrifttHQ

    Dec. 14, 2015

The key to sustainable growth comes down to aligning your internal and external incentives with your customers. These slides show you how to align your companies incentives and increase customer retention and satisfaction. Lessons learned from Compete, Performable, Ghostery, HubSpot and now Driftt. Video version: https://youtu.be/OY-HebjR-bA

Views

Total views

62,135

On Slideshare

0

From embeds

0

Number of embeds

61

Actions

Downloads

16

Shares

0

Comments

0

Likes

11

×