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SaaSCast Ep.1 - Churn & Customer Succes
01 SEPTEMBRE 2016 - #SAASCAST
W/ Gilles Samoun (CEO @ Salesmachine)
SaaS customers = Easy to acquire, hard to retain.
Once you have your customers, how do you keep them?
Marke>ng has real->me acquisi>on channels…
We’re Livestorm. We do browser-based webinars for sales and user training.
Click to learn more.
…But what about reten4on?
When you are small you can afford X products to handle onboarding and CS.
…But it scales poorly.
You need something packaged for your Customer Support team.
Salesmachine defines the health of your customers at each stage of their lifecycle.
For each stage, you need to know their health.
Find data/event sources to enrich your health score.
To handle the crowd, automate some but keep a human touch.
Churn factors
Marke&ng Churn (end of trial, unlikely to convert…)
Technical Churn (Downing process, card expira;on…)
Can be an&cipated Can be automated
CS 101 - Where do I begin?
I just launched my company I am well established (series A & B)
Focus on onboarding + conversion Get to know your users. Focus on some KPIs and data points first. Then iterate.
We’re Livestorm. We do browser-based webinars for sales and user training.
Click to learn more.
Q: Can I have the slides?
Q: Who were you again?
• Gilles Samoun (@gsamoun) - CEO @ Salesmachine • Gilles Bertaux (@gillesbertaux) - CEO @ Livestorm
• Salesmachine: https//salesmachine.io
• Livestorm : https://livestorm.co
