Building ProductsMore Than Meets The Eye
@johnjpeebles
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@johnjpeebles
@johnjpeebles
Some Context
• SaaS• B2B• Enterprise Tool•We’re Not Perfect• Training Management
Software
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We Had a Problem
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Fast Growth + High Attrition + Difficult Product+ Botched Release + Technical Debt
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>20% Annual Churn by Revenue
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”You want a churn rate that is as low as
possible"
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“If you have a high churn (double digits) for your SaaS business, there’s something
fundamentally wrong with your product.”
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This is Hard
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Attrition Slide
April May August September October November December January February March April May
-2.0
0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
16.0
Attrition by Revenue (%)
@johnjpeebles
Common Prescriptions1. Simplify the Product2. Improve the Product3. A/B Testing4. More Feedback5. Better User Stories
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The Secret of The World’s Best Products
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Make Your Customers Successful
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What is Our Product?
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Training Management Software
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Make Customers SuccessfulMake Our Team SuccessfulMake Our Investors Successful
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Make People Successful
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Our Product is People
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I Have A Dream
Administrate
Our Dream
Build the Ultimate Human Organisation
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How?
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What Didn’t Change: Our Software (much)
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What We Did Change
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Communication
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Trust & Transparency
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Listened
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Invested
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What Happened?
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Revenue GrowthNegative Churn“We Believe in Administrate”
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I Believe
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Your Product is Your People
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Thanks!
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John [email protected]