dyn, cory von wallenstein
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Uptime is the Bottom Line.Uptime is the Bottom Line.
SaaS Retention Tactics
Cory von WallensteinVP, Product Management
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We are the DNS experts.
• Names to numberstwitter.com -> 168.143.162.52
• Enterprise (Dynect Platform)
– $200/mo and up
• SMB (Dynect SMB)
– $30/mo, leading into full Dynect
• Consumer (DynDNS)
– $15/year and $30/year
Uptime is the Bottom Line.Uptime is the Bottom Line.
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2010 Retention Tactics and Lessons Learned
• Enterprise (Direct Sales)– Managing overages
• Consumer/SMB (Self Service/eCommerce)– Experiments in renewal reminders– Automatic renewals
• Or, how I learned to shoot myself in the foot a year later
– Continuous improvement
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Enterprise: Managing overages
• Customers will end up in the wrong bucket– They underestimated their need– They outgrew the current bucket
• May be a temporary spike, may be a trend
• No one likes a surprise overage bill (cell phones)– Balance of sales and account management
• Engage before the invoice. Goal is 20% revenue.– Upsell and waive overages for trending growth– Handle spikes on a case by case basis
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Consumer/SMB: Experiments in renewal reminders
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Consumer/SMB: Experiments in renewal reminders
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Consumer/SMB: Auto Renewal
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Consumer/SMB: Auto Renewal Payment Issues
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Consumer/SMB: Auto Renewal Payment Issues
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Consumer/SMB: Continuous Improvement
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Consumer/SMB: Continuous Improvement
ObservationsA single, strong DNS call to action generated the best eCommerce metrics
•Revenue/visit increased 27% •Average order value increased 20%•Conversion rate increased 6% •Transactions/visit increased 6% •Purchased Products/visit increased 11%
ObservationsA single, strong DNS call to action generated the best eCommerce metrics
•Revenue/visit increased 27% •Average order value increased 20%•Conversion rate increased 6% •Transactions/visit increased 6% •Purchased Products/visit increased 11%