5 Ways to Grow Faster Through User Retention

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1 5 Ways to Grow Faster Through User Retention

Transcript of 5 Ways to Grow Faster Through User Retention

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5 Ways to Grow Faster Through User Retention

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Guy Marion CMO & Growth, Autopilot

@guy_marion

Dylan Damsma Customer Enablement Manager

@dylandamsma

Martyn Davies Community, Ignite.io

@martynd

#Retention

Meet the Speakers

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4:30 PM

Welcome

4:40 PM

Autopilot for Startups (Martyn Davies)

5:10 PM

Growth through Retention (Guy Marion)

5:40 PM

Demo Time - Autopilot Growth Dylan Damsma and Guy Marion

6:30 PM

Drinks & Networking

#Retention

Agenda

CUSTOMER RETENTION AT IGNITE (WITH AUTOPILOT… AND MORE)

Martyn Davies \ @martynd Ignite Accelerator \ @ignite100

@martynd \ @ignite100

What is Ignite?

UK’s #1 network of angel-backed acceleratorsLondon / Manchester / Newcastle / Edinburgh (2017)

14 week, mentor driven, full time programmeInvesting £32k for 8% equity

‘Team First’ approach to startup selection

Next programme is London, applications open now

@martynd \ @ignite100

Who am I?

Programme Director @ Ignite

Creative Developer by trade

Serial startup mentor and Non-Exec

Formerly EMEA boss at SendGrid

@martynd \ @ignite100

I KNOW A LOT ABOUT ENGAGEMENT

@martynd \ @ignite100

On Ignite:

Growth and retention is key

Growth can be slower if your retention is high

You need to know your customers

Churn sucks, we want to help you lower it

@martynd \ @ignite100

Ignite has ‘customers’ too

Startup Founders

Office Hours Attendees

Pre-Accelerator Founders

Founders we mentor elsewhere

Alumni

(Not to mention the mentor and investor network)

@martynd \ @ignite100

We will engage in a meaningful way with over 1900 founders over the next 12 months

@martynd \ @ignite100

Successful customer retention starts with the first contact and continues throughout the

entire lifetime of the relationship

@martynd \ @ignite100

WEBSITE VISITOR

EXTERNAL MENTEE

REFERRAL

OFFICE HOURS

PRE ACCELERATOR

TEAM

IGNITE ACCELERATOR

TEAMALUMNI

@martynd \ @ignite100

WEBSITE VISITOR

ALUMNI= Lots of CRM = Lots of engagement = Lots of outbound messaging = Lots of context specific comms

@martynd \ @ignite100

WE WERE NOT GOOD AT THIS

@martynd \ @ignite100

WE ARE NOW BETTER AT THIS

@martynd \ @ignite100

Better tools helped us

Proper CRM to track people through stages

Ability to easily record interactions online and offline

Ability to create specific journeys across some/all of what we do

@martynd \ @ignite100

Our world now

@martynd \ @ignite100

Autopilot Example

@martynd \ @ignite100

Zero Code Written

About Autopilot

Founded HQ Contacts

SAN FRANCISCO

SYDNEY

2011 San Francisco 100M+

Offices

Platform Integrations

Marquis Customers

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RETENTION DEFINED

#Retention

Retention is the act of getting your members to use your

product in such a way that it becomes habitual.

Don’t neglect your most valuable leads

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Nail it before you scale it

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Churn can cost millions $$

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Grow lifetime value (LTV)

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Earn referrals

Abdur-Razaaq Ali @AR0nline

Why does everyone use Infusionsoft?

@autopilotus is sooo much better.

Trust me, I’ve used both.

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Increase your valuation metrics

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5 Ways to Grow Retention with Automation

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Onboard Nudge Retrieve Reactivate Educate

User Status New Semi-active Drop-off Lost Active

User NeedGet starter -

basic orientationGet to an aha

momentGet resolution

to a blockerRe-engage for a

compelling reasonAchieve product

success

Timing First session After 1-2 sessions Within 7 days After 30+ daysPost-

onboarding

Define our retention framework

#Retention

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Invite team member

Connect StripeData

configuration

#Retention

Create a successful first time experience

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ONBOARD NEW USERS

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Prescriptive Informative

#Retention

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ONBOARD NEW USERS

Welcome Message

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#SaaS

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ONBOARD NEW USERS

In-app tips and support

• Invite to webinar

• Link to key content

• Get feedback

• Subscribe to updates

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ONBOARD NEW USERS

Review and inspire usage

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#Retention

NUDGE PROACTIVELYDrive users to aha moments

with event-based notifications

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RETRIEVE DROP-OFFS

#Retention

Help users overcome blockers by rolling out the red carpet

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REACTIVATE LOST USERS

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#Retention

Incentivize or inspire your lost users to return or buy again

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EDUCATE ACTIVE USERS

#Retention

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1 Onboard new users Nudge proactively Retrieve the dropoffs

Reactivate lost users Educate active users

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SUMMARY

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autopilothq.com blog.autopilothq.com

@autopilotus @guy_marion @dylandamsma

[email protected]

ignite.io

@ignite100 @martynd

[email protected]

#Retention

[email protected]

Get in touch