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On Shifting to the Next Gear: Proven Strategies to Accelerate Growth with Intercom's CEO

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When is the best time to find your next gear of growth? Now. Whether you are growing rapidly or seeing growth start to slow, this talk will share proven ways to accelerate. Karen Peacock, CEO of Intercom and former SVP of Small Business at Intuit, will discuss how putting customers at the forefront of your business is the key to hitting that next level. She’ll cover how to segment your customer base and analyze the health of each part as input to strategy, design and package your product based on value and build highly contextual and personalized customer experiences that lead to happy customers, retention, expansion and growth. Karen will share stories based on her experience at Intuit building one of the world’s largest SaaS product lines from $500M to $2.5B and in her current role leading Intercom’s high growth on the path to IPO.

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On Shifting to the Next Gear: Proven Strategies to Accelerate Growth with Intercom's CEO

  1. 1. Karen Peacock CEO Intercom @karenpeacock Proven strategies to accelerate growth
  2. 2. $1 million $100 million $1 billion
  3. 3. How do you know when you’re approaching a corner?
  4. 4. Revenue Growth
  5. 5. Averages hide the insights
  6. 6. Key metrics for revenue health Annual Recurring Revenue (ARR) Gross Revenue Retention (GRR) Net Revenue Retention (NRR)
  7. 7. Gross revenue retention ARR at Start of Year - Churn - Contractions ARR at Start of Year
  8. 8. ARR at Start of Year + Expansions - Churn - Contractions ARR at Start of Year Net revenue retention
  9. 9. Strong revenue health
  10. 10. Strong revenue health Weak revenue health
  11. 11. Revenue health per segment Product Customer geography Customer size Buyer type Acquisition channel Sales motion Whatever is right for you For each segment ARR & growth GRR NRR
  12. 12. Our a-ha! moment
  13. 13. Focus on products & segments with strong revenue health Fix or get out of the parts that are a leaky bucket Look beyond averages for insights +
  14. 14. NRR Benchmarks Enterprise Mid-market Small business 120%+ 110%+ 100%+
  15. 15. Know your business Averages hide the insights @karenpeacock
  16. 16. 1900 1960 1990 2010 Age of the customer Age of information Age of distribution Age of manufacturing Beyond Source: Forrester Research, Inc Mass manufacturing makes industrial powerhouses successful Global connections and transportation systems make distribution key Connected PCs and supply chains mean those that control information flow dominate Empowered buyers demand a new level of customer obsession
  17. 17. Watch what customers do, not what they say
  18. 18. Fall in love with the problem, not the solution
  19. 19. Know your business Averages hide the insights Know your customers Fall in love with the problem, not the solution @karenpeacock
  20. 20. (that nobody thinks about)
  21. 21. How many of you think your pricing is excellent? How many of you think your pricing could be better?
  22. 22. Getting your pricing and packaging right is hard
  23. 23. Align price to value Price Perceived value Where price = value Where your pricing should be
  24. 24. Charging too much Charging too little A lesson learned in pricing
  25. 25. Pricing Metrics Units of pricing e.g. seats, contacts, storage, API calls etc
  26. 26. Pricing Metrics Units of pricing e.g. seats, contacts, storage, API calls etc Packaging How you group features into what you sell
  27. 27. Pricing Metrics Units of pricing e.g. seats, contacts, storage, API calls etc Packaging How you group features into what you sell Price How much you charge
  28. 28. Align price to value by customer segment
  29. 29. Know your business Averages hide the insights Know your customers Fall in love with the problem, not the solution Figure out your pricing Align price to value by customer segment @karenpeacock
  30. 30. If your friend had this experience, how would you feel?
  31. 31. Customers
  32. 32. How do you drive strong retention?
  33. 33. Build strong relationships and a delightful customer experience
  34. 34. Do it in a way that scales
  35. 35. Higher conversion when you engage prospects on your website
  36. 36. Higher conversion when you engage prospects on your website Higher engagement from in- app messaging vs email
  37. 37. <3 min first response time Fastest channel to resolve issues
  38. 38. Conversion rates +45% 32% of retention is from real-time messaging
  39. 39. Increased customer retention, satisfaction, and overall business growth
  40. 40. Customers expect consumer grade experiences
  41. 41. Personal, in-context, scalable experiences win
  42. 42. Know your business Averages hide the insights @karenpeacock
  43. 43. Know your business Averages hide the insights Know your customers Fall in love with the problem, not the solution @karenpeacock
  44. 44. Know your business Averages hide the insights Know your customers Fall in love with the problem, not the solution Figure out your pricing Align price to value by customer segment @karenpeacock
  45. 45. Know your business Averages hide the insights Know your customers Fall in love with the problem, not the solution Figure out your pricing Align price to value by customer segment Design your end-to-end experience Personalized, in-context, scalable experiences win @karenpeacock
  46. 46. @karenpeacock Thank you!

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