saasfest 2015 - "increase new feature adoption, decrease churn" by sonciary honnoll of...

Increase New Feature Adoption, Decrease Churn

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Increase New FeatureAdoption, Decrease Churn

Qualitative vs. Quantitative

Page 3: SaaSFest 2015 - "Increase New Feature Adoption, Decrease Churn" by Sonciary Honnoll of Promoboxx

Launch

New Feature Lifecycle

Internal Customer Teams Educated

Global User Messaging

Enabled

Targeted User Messaging Enabled

Support Channel Insights Gathered

Conversion Funnel

Dissected

Insights Implemented

Page 4: SaaSFest 2015 - "Increase New Feature Adoption, Decrease Churn" by Sonciary Honnoll of Promoboxx

Product Team Efforts

• Intercom • Kissmetrics

• Comm w/ Customer Team (Email, IM, Trello)

Page 5: SaaSFest 2015 - "Increase New Feature Adoption, Decrease Churn" by Sonciary Honnoll of Promoboxx

Customer Team Efforts

• Support Channels (Phone, Email, Live Chat) • Intercom • Push Notifications

• Surveys

Page 6: SaaSFest 2015 - "Increase New Feature Adoption, Decrease Churn" by Sonciary Honnoll of Promoboxx

Big Impact Stuff

• Customer Team Driving Education • Quick 1:1s with Early Adopters • Boiling All Feedback into Key Insights

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