Uptime is the Bottom Line.Uptime is the Bottom Line.

SaaS Retention Tactics

Cory von WallensteinVP, Product Management

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.

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

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

Consumer/SMB: Experiments in renewal reminders

Consumer/SMB: Experiments in renewal reminders

Consumer/SMB: Auto Renewal

Consumer/SMB: Auto Renewal Payment Issues

Consumer/SMB: Auto Renewal Payment Issues

Consumer/SMB: Continuous Improvement

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%