Post on 21-Jan-2017
2
Guy Marion CMO & Growth, Autopilot
@guy_marion
Dylan Damsma Customer Enablement Manager
@dylandamsma
Martyn Davies Community, Ignite.io
@martynd
#Retention
Meet the Speakers
3
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
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
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
About Autopilot
Founded HQ Contacts
SAN FRANCISCO
SYDNEY
2011 San Francisco 100M+
Offices
Platform Integrations
Marquis Customers
22
RETENTION DEFINED
#Retention
Retention is the act of getting your members to use your
product in such a way that it becomes habitual.
27
Earn referrals
Abdur-Razaaq Ali @AR0nline
Why does everyone use Infusionsoft?
@autopilotus is sooo much better.
Trust me, I’ve used both.
30
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
31
Invite team member
Connect StripeData
configuration
#Retention
Create a successful first time experience
1
ONBOARD NEW USERS
33
55
#SaaS
1
ONBOARD NEW USERS
In-app tips and support
• Invite to webinar
• Link to key content
• Get feedback
• Subscribe to updates
37
5
REACTIVATE LOST USERS
4
#Retention
Incentivize or inspire your lost users to return or buy again
40
1 Onboard new users Nudge proactively Retrieve the dropoffs
Reactivate lost users Educate active users
32
54
SUMMARY