THE APP STORE ISN’T BROKENRobi Ganguly@rganguly

Co-Founder, Apptentive@apptentive

I Caught the Bug

Meetings Used to be Such a Drag

Then I Bled Purple for A While

For Me, It’s All About Customer Love

This guy might want to pay you for your work.Let him.

Buying Software Used to Be So Hard

Making Software Sucked & Had Physical Costs

Shipping Software Was Ridiculous

Getting People to USE the Software: Complicated

Along Came Shareware

• Started in 1982

• Tiny business - “Cottage Industry”- until distribution was solved…

• By the Internet

It Was Like An “Open” App Store

The Beginning of Free To Play… (F2P)

SoftwareAsAService

A “New” Delivery Model for Enterprise Software

Same Story, Different Time

Packaged Software

Big Software Deployments

Software As A Service

Packaged Software

Shareware

Apps

Business Software Consumer Software

The Common Theme: Reduce Friction

We LOVE our phones

Apps are Addictive

How Many App Downloads?

125 BILLION

OR,

17 DOWNLOADS FOR EVERY HUMAN ON EARTH

The Problem: These Lists Are Distracting Us

Repeat sales is a basic business model.

Every Business Requires REPEAT Customers

• Why People Leave?

• What Will Happen If You Get Featured?

• Where You Make Your Money?

Do You Even Know if More Downloads Are Good?

The Math of the App Business

Reality: You’re a Media Company

Find an audience, delight it, retain it and grow it

More on this topic: Dear app developers, you’re in the media business

Your Secret Weapon: Your Audience

Repeat Use, Interaction

Happy Customer Shares, Brags,

Evangelizes

New Customers Discover, See Great Reviews

Download

Use

Remember, The Dynamic Today Is Different

Software

Designed & Built

Software

Shipped

Sales $$

Packaged Software When Your Software is A Media Business

How Do Your Customers Think?

Graduate from Anecdotes to Trends & Patterns

Customers Crave to Be Heard

Customers Who Stick Around Will Listen & Talk

Download Prompt

Feedback

Survey(s)

The Opportunity

● Find out why people use your apps.

● Figure out what’s “special” about you.

● What are people looking for when they

found you?

● What are people looking to accomplish in

their lives because of you?

● What can you do to help them on a regular

basis?

Some Core Questions for A Sustainable Business

● Make it easy to listen

● Give yourself the ability to respond

● Design for feedback & communication

● Emphasize Relationships

● Earn and Cultivate Love

● Seriously.

Some Guiding Principles

Robi Ganguly@rganguly

Co-founder, Apptentive@apptentive