Are you prepared for the changes coming to the real estate industry in 2020? Join us for a panel discussion to discover the trends that will shape residential, commercial, and community association management in the year ahead. Learn which markets are expected to grow so you can fine-tune your business strategy, discover how recent technological advancements can give you a competitive edge, and find out what matters most to residents so you can attract and retain more customers.

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Your 2020 Strategy:
Real Estate Industry Trends to Watch

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Built for small- to
mid-sized businesses.
Built for larger, more
complex businesses.
AppFolio Property Manager offers two tiers of fully mobile property management software:
Software to Power
Your Business

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The Power of a Complete Solution:
• Ease of Use - An intuitive, easy-to-use software
• Real-time Insights - Greater control over your
business
• A Single Login - Less toggling and more efficiency
• Team Mobility - Everyone connected to the same
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• Robust Accounting - Software built with
accountants in mind.
… So You Run A More Successful Business
Web-Based Property Management Software

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Stacy Holden
Industry Principal Director,
AppFolio
Alexis Hammond
Director, Marketing Strategy & Programs
AppFolio
Adam Feinstein
Director of Product Management
AppFolio

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Let’s Take a Poll!
Heading into 2020, what is your business’ biggest challenge?

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• Stacy Holden: Market Trends
• Adam Feinstein: The Future of Real Estate Technology
• Alexis Hammond: Attracting Residents in 2020
Agenda

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STACY HOLDEN:
Market Trends

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Capital Continues to Flow into
Market

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The Outlook for Investment
How would you rate the attractiveness of each of the following sectors?
Source: Responses to NREI Surveys

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The Outlook for Investment
Over the next months, do you plan to buy, hold or sell in the multi-family sector?
Source: Responses to NREI Surveys

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Current Property Management
Opportunity
Total Property Management Market - US

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Residential Market Breakdown
MFR (5+ Units):
20,952,561
SFR:
18,867,973
2-4 Units:
8,503,744

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Associations Market
● 69 million Americans live in Community Associations
● 51% HOA, 45% COA
● 61% of new development

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Commercial Market

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Has statewide rent control
Has jurisdictions with rent
control
Preempts rent control
Preempts mandatory
inclusionary zoning and rent
control
Has no rent control or
preemptions
Dillion Rule state with no rent
control or preemptions
Rent Control Status

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Construction
U.S. homebuilding surged to more than a 12-year high in August

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Occupancy Rates

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Rent Growth

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ADAM FEINSTEIN:
AI and the future
of Real Estate

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The Future of Real Estate is
Data & AI

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What is AI?

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Neural Networks can solve
problems

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AI is already transforming
real estate

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Meet Lisa
Your AI Leasing
Assistant

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The Impact of AI
1
AI helps
your team
do more.
2
AI improves
your strategic
decision making
3
AI drives
improvements
to NOI

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ALEXIS HAMMOND:
Attracting
residents in 2020

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What residents will look for in 2020
Positive
Reviews
On-Demand
Service
Outstanding
Experiences

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Positive Reviews

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72%
visited an apartment rating or review site
-Source: NMHC/Kingsley Associates, Multifamily National Report 2020

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79%
ruled out a community because of it
-Source: NMHC/Kingsley Associates, Multifamily National Report 2020

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On-Demand Service

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81%
value having mobile access to resident portal
-Source: NMHC/Kingsley Associates, Multifamily National Report 2020

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Demand for Mobile Access to Services
Notifications from Management: 65%
Maintenance Requests: 64%
Pay Rent: 58%

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Outstanding Experiences

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• 59% have higher expectations than last year
• 61% have switched because of poor service
• 33% demand their issue resolved in one interaction
-Source: Microsoft, State of Global Customer Service Report, 2019
Customer Expectations are Rising

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84%
of property managers
say they communicate
effectively
The Communication Gap
38%
of residents agree
-Source: AppFolio & John Burns Real Estate
Consulting, 2019

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31%
of residents move because of poor
management
-Source: NMHC/Kingsley Associates, Multifamily National Report 2020

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How You Can
Elevate the Experience
Gather
Feedback
Leverage
Technology
Empower Your
Team
Surveys & reviews Provide on-demand
service
Streamline
workflows

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Questions?
Tweet:
@AppFolio
#AppFolioChat
Stacy Holden
Industry Principal Director,
AppFolio
Alexis Hammond
Director, Marketing Strategy & Programs
AppFolio
Adam Feinstein
Director of Product Management
AppFolio
GoToWebinar:
Use the questions
feature

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