Try Autopilot free for 30 days: https://autopilothq.com/free-trial.html Your churn rate is arguably the most important metric for measuring growth. With the rise of single click sign ups and frictionless purchasing power, companies today are having a harder time keeping customers than they are acquiring them—meaning a focus on retention is more paramount than ever for any growth model. Behavior-based emails and in-product engagement through a marketing automation tool is a scalable way to automate retention initiatives, increase customer satisfaction, reduce time to close, and ultimately grow faster. This is the presentation from our first London workshop featuring Martyn Davies (Programme Director at Ignite Accelerator), Guy Marion (CMO & Growth at Autopilot) and Dylan Damsma (Customer Enablement Manager at Autopilot). You'll learn 5 proven approaches for retaining customers through automation, including how to: -Onboard and reactivate new users through product and timed messages -Enable inactive or struggling users -Reactivate users who have not logged in for 30+ days (SaaS example) -Reactivate past buyers who have not purchased for 90 days (E-commerce example) -Educate customers through best practice content and training

1. 1
5 Ways to Grow Faster
Through User Retention

2. 2
Guy Marion
CMO & Growth, Autopilot
@guy_marion
Dylan Damsma
Customer Enablement Manager
@dylandamsma
Martyn Davies
Community, Ignite.io
@martynd
#Retention
Meet the Speakers

3. 3
4:30 PM
Welcome
4:40 PM
Autopilot for Startups
(Martyn Davies)
5:10 PM
Growth through Retention
(Guy Marion)
5:40 PM
Demo Time - Autopilot Growth
Dylan Damsma and Guy Marion
6:30 PM
Drinks & Networking
#Retention
Agenda

4. CUSTOMER RETENTION AT IGNITE
(WITH AUTOPILOT… AND MORE)
Martyn Davies @martynd
Ignite Accelerator @ignite100

5. @martynd @ignite100
What is Ignite?
UK’s #1 network of angel-backed accelerators
London / Manchester / Newcastle / Edinburgh (2017)
14 week, mentor driven, full time programme
Investing £32k for 8% equity
‘Team First’ approach to startup selection
Next programme is London, applications open now

6. @martynd @ignite100
Who am I?
Programme Director @ Ignite
Creative Developer by trade
Serial startup mentor and Non-Exec
Formerly EMEA boss at SendGrid

7. @martynd @ignite100
I KNOW A LOT ABOUT ENGAGEMENT

8. @martynd @ignite100
On Ignite:
Growth and retention is key
Growth can be slower if your retention is high
You need to know your customers
Churn sucks, we want to help you lower it

9. @martynd @ignite100
Ignite has ‘customers’ too
Startup Founders
Office Hours Attendees
Pre-Accelerator Founders
Founders we mentor elsewhere
Alumni
(Not to mention the mentor and investor network)

10. @martynd @ignite100
We will engage in a meaningful way with over
1900 founders over the next 12 months

11. @martynd @ignite100
Successful customer retention starts with
the first contact and continues throughout the
entire lifetime of the relationship

12. @martynd @ignite100
WEBSITE
VISITOR
EXTERNAL
MENTEE
REFERRAL
OFFICE
HOURS
PRE
ACCELERATOR
TEAM
IGNITE
ACCELERATOR
TEAM
ALUMNI

13. @martynd @ignite100
WEBSITE
VISITOR
ALUMNI
= Lots of CRM
= Lots of engagement
= Lots of outbound messaging
= Lots of context specific comms

14. @martynd @ignite100
WE WERE NOT GOOD AT THIS

15. @martynd @ignite100
WE ARE NOW BETTER AT THIS

16. @martynd @ignite100
Better tools helped us
Proper CRM to track people through stages
Ability to easily record interactions online and offline
Ability to create specific journeys across some/all
of what we do

17. @martynd @ignite100
Our world now

18. @martynd @ignite100
Autopilot Example

19. @martynd @ignite100
Zero Code Written

20. About Autopilot
Founded HQ Contacts
SAN FRANCISCO
SYDNEY
2011 San Francisco 100M+
Offices
Platform Integrations
Marquis Customers

22. 22
RETENTION DEFINED
#Retention
Retention is the act of getting
your members to use your
product in such a way that it
becomes habitual.

23. Don’t neglect your
most valuable leads

24. 24
Nail it before you scale it

25. 25
Churn can cost millions $$

26. 26
Grow lifetime value (LTV)

27. 27
Earn referrals
Abdur-Razaaq Ali
@AR0nline
Why does everyone use Infusionsoft?
@autopilotus is sooo much better.
Trust me, I’ve used both.

28. 28#SaaS
Increase your valuation metrics

29. 29
5 Ways to Grow Retention
with Automation

30. 30
Onboard Nudge Retrieve Reactivate Educate
User Status New Semi-active Drop-off Lost Active
User Need
Get starter -
basic orientation
Get to an aha
moment
Get resolution
to a blocker
Re-engage for a
compelling reason
Achieve product
success
Timing First session After 1-2 sessions Within 7 days After 30+ days
Post-
onboarding
Define our retention framework
#Retention

31. 31
Invite team
member
Connect Stripe
Data
configuration
#Retention
Create a successful first time experience
1
ONBOARD NEW USERS

32. 32
5
Prescriptive Informative
#Retention
1
ONBOARD NEW USERS
Welcome Message

33. 33
55
#SaaS
1
ONBOARD NEW USERS
In-app tips and support
• Invite to webinar
• Link to key content
• Get feedback
• Subscribe to updates

34. 34#SaaS
1
ONBOARD NEW USERS
Review and inspire usage

35. 35
2
#Retention
NUDGE PROACTIVELY
Drive users to aha moments
with event-based notifications

36. 36
3
RETRIEVE DROP-OFFS
#Retention
Help users overcome blockers by
rolling out the red carpet

37. 37
5
REACTIVATE LOST USERS
4
#Retention
Incentivize or inspire your lost
users to return or buy again

38. 38
5
EDUCATE
ACTIVE USERS
#Retention
5

40. 40
1 Onboard new users Nudge proactively Retrieve the dropoffs
Reactivate lost users Educate active users
32
54
SUMMARY

41. 41
autopilothq.com
blog.autopilothq.com
@autopilotus
@guy_marion
@dylandamsma
guy@autopilothq.com
ignite.io
@ignite100
@martynd
martyn@ignite.io
#Retention
dylan@autopilothq.com
Get in touch