BuildingProductsMoreThanMeetsTheEye
@johnjpeebles
Some Context
• SaaS• B2B• Enterprise Tool•We’reNotPerfect
@johnjpeebles
Fast Growth + High Attrition + Difficult Product+ Botched Release + Technical Debt
@johnjpeebles
>20% Annual Churnby Revenue
@johnjpeebles
”You want a churn rate that is as low as possible"
@johnjpeebles
“If you have a high churn (double digits) for your SaaS business, there’s something fundamentally wrong with
your product.”
@johnjpeebles
This is Hard
@johnjpeebles
AttritionSlide
-4.0
-2.0
0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
16.0
AttritionbyRevenue(%)
@johnjpeebles
Common Prescriptions1. Simplify the Product2. Improve the Product3. A/B Testing4. More Feedback5. Better User Stories
@johnjpeebles
The Secret of The World’s Best Products
@johnjpeebles
Make Your Customers Successful
@johnjpeebles
What is Our Product?
@johnjpeebles
TrainingManagementSoftware
@johnjpeebles
Make Customers SuccessfulMake Our Team SuccessfulMake Our Investors Successful
@johnjpeebles
Make People Successful
@johnjpeebles
Our Product is People
@johnjpeebles
I Have A Dream
Administrate
Our Dream
Build the Ultimate Human Organisation
@johnjpeebles
How?
@johnjpeebles
What Didn’t Change: Our Software (much)
@johnjpeebles
What We Did Change
@johnjpeebles
Communication
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Trust & Transparency
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Listened
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Invested
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What Happened?
@johnjpeebles
Revenue Growth
Negative Churn
“We Believe in Administrate”
@johnjpeebles
I Believe
@johnjpeebles
Thanks!