Amazing presentation Sebas, super clear to me. I loved your explanation about the customer journey. If I understood well, you’ve said that in the Activation phase is where occurs a critical point when the customer decides to continue with the product or not and where, we as a company, take the risk to lose that customer (churn). My questions are: Is only in that part of the chain (Activation) where we measure the churn rate? I guess no 🙂 I suppose there is a general metric to measure churn in all the process, which leads me to my second question.… Read more »
We measure churn ‘throughout the process’. We still need help to map these out perfectly. In the activation phase first we focus on 30 day churn (for those who activated, and those who didn’t). Many cancel in that time window. If there are issues there, we need to work on it with Partnerships and Marketing.
Churn metrics need to be broken down and mapped out, and we need to understand each and every one of them.
We still dont understand the root causes of the churn.
Last edited 5 years ago by Larissa Murillo
Antonio Rull
5 years ago
Lovely presentation, concise but direct, congrats!
My question here is in terms of WordPress plugin: are we planning on create relationships beyond hosting providers? I mean folks like themeforest, integrating Marketgoo plugin within WordPress theme which are already using other plugins to work properly.
From Sebas: Vaughn is exploring and understanding these other opportunities in domains, themes, agencies, etc. We have to always be out there checking the temperature. We need to know what our current Partners are doing and what they’re looking for and how we can serve those needs.
Last edited 5 years ago by Larissa Murillo
Wences
5 years ago
Great presentation and finomenal voice 😀
Regarding customer retention:
Do you think the retention challenge, in a distribution-first model like our partners have, is similar to the same challenge with direct users?
The reason I asked is because sometimes we’d heard our partners are hesitant to force user activation if that could eventually increase the churn rate. For our partners, mostly on a bundle strategy, our solution differentiates their offerings just by being part of the pack.
We all aim to have high activation and satisfaction rates but, are we sure high activation always correlates to lower churn?
From Sebas: yes-no-maybe. The retention challenge here is real: we have to consider that we have to get buy in from the Partner and involve them heavily in any initiative like testing for instance. We have to educate our resellers to follow the best use cases that we provide.
If we look at how things are right now, we see a slight correlation between increased activation and increased churn. We cannot assume causation, but it’s something we absolutely need to test this and get to the bottom of it.
Admin
Jose Miguel
5 years ago
Amazing presentation Sebas, congrats!!
I was wondering about the PRBusiness case. How hard would it be to try to onboard new agencies like these? I know that this might conflict with our focus and V/TO and I wonder if we can convince Vendasta themselves to engage agencies since after all it will result in more business for them.
From Sebas: PR Business was brought to us by Vendasta. They currently have agencies that are asking for more things from marketgoo. The value prop resonates with agencies. The only onboarding blocker is us 😀 They have many agencies lined up with interest. We need to evaluate this opportunity properly.
Maria
5 years ago
Congrats Sebas, great presentation! Very specific and clear.
There is something that caught my attention in the video, about the percentage of pro/lite plans. 95% are Lite and just 5% are Pro (if I am not mistaken). So I am very curious about this and I was wondering what is the strategy/action plan you have in mind to reverse this situation?
From Sebas: on average, we make 2-4 times more money on a Pro plan vs a Lite plan. Activation and Retention ties into this as well. With One.com, we’re using the WP launch as an opportunity to change up our agreements. We’re working with promotions, priving and marketing right now to increase upgrades to Pro.
Admin
Larissa Murillo
5 years ago
When we say once the WordPress plugin has been validated, do we have an official definition of what ‘validated’ means? to us internally and for Partners who may use a different set of criteria when they consider a product ‘validated’?
From Sebas: it centers a lot around our hypotheses. We won’t know until we see a lot of our users engaging with WP, comparing it with the app, and against our own hypotheses. How does WP deliver value to the end users. Is WP making more $$ than the app? How much more $$ are our Partners making with the WP plugin?
When we go up to CEOs, they ask us 1 questions: are we going to make more money? show me the data. And that’s what we need.
Great presentation of thoughts and suggestions
Amazing presentation Sebas, super clear to me. I loved your explanation about the customer journey. If I understood well, you’ve said that in the Activation phase is where occurs a critical point when the customer decides to continue with the product or not and where, we as a company, take the risk to lose that customer (churn). My questions are: Is only in that part of the chain (Activation) where we measure the churn rate? I guess no 🙂 I suppose there is a general metric to measure churn in all the process, which leads me to my second question.… Read more »
From Sebas:
We measure churn ‘throughout the process’. We still need help to map these out perfectly. In the activation phase first we focus on 30 day churn (for those who activated, and those who didn’t). Many cancel in that time window. If there are issues there, we need to work on it with Partnerships and Marketing.
Churn metrics need to be broken down and mapped out, and we need to understand each and every one of them.
We still dont understand the root causes of the churn.
Lovely presentation, concise but direct, congrats!
My question here is in terms of WordPress plugin: are we planning on create relationships beyond hosting providers? I mean folks like themeforest, integrating Marketgoo plugin within WordPress theme which are already using other plugins to work properly.
Thanks!
From Sebas: Vaughn is exploring and understanding these other opportunities in domains, themes, agencies, etc. We have to always be out there checking the temperature. We need to know what our current Partners are doing and what they’re looking for and how we can serve those needs.
Great presentation and finomenal voice 😀
Regarding customer retention:
The reason I asked is because sometimes we’d heard our partners are hesitant to force user activation if that could eventually increase the churn rate. For our partners, mostly on a bundle strategy, our solution differentiates their offerings just by being part of the pack.
We all aim to have high activation and satisfaction rates but, are we sure high activation always correlates to lower churn?
From Sebas: yes-no-maybe. The retention challenge here is real: we have to consider that we have to get buy in from the Partner and involve them heavily in any initiative like testing for instance. We have to educate our resellers to follow the best use cases that we provide.
If we look at how things are right now, we see a slight correlation between increased activation and increased churn. We cannot assume causation, but it’s something we absolutely need to test this and get to the bottom of it.
Amazing presentation Sebas, congrats!!
I was wondering about the PRBusiness case. How hard would it be to try to onboard new agencies like these? I know that this might conflict with our focus and V/TO and I wonder if we can convince Vendasta themselves to engage agencies since after all it will result in more business for them.
From Sebas: PR Business was brought to us by Vendasta. They currently have agencies that are asking for more things from marketgoo. The value prop resonates with agencies. The only onboarding blocker is us 😀 They have many agencies lined up with interest. We need to evaluate this opportunity properly.
Congrats Sebas, great presentation! Very specific and clear.
There is something that caught my attention in the video, about the percentage of pro/lite plans. 95% are Lite and just 5% are Pro (if I am not mistaken). So I am very curious about this and I was wondering what is the strategy/action plan you have in mind to reverse this situation?
Thanks!
From Sebas: on average, we make 2-4 times more money on a Pro plan vs a Lite plan. Activation and Retention ties into this as well. With One.com, we’re using the WP launch as an opportunity to change up our agreements. We’re working with promotions, priving and marketing right now to increase upgrades to Pro.
When we say once the WordPress plugin has been validated, do we have an official definition of what ‘validated’ means? to us internally and for Partners who may use a different set of criteria when they consider a product ‘validated’?
From Sebas: it centers a lot around our hypotheses. We won’t know until we see a lot of our users engaging with WP, comparing it with the app, and against our own hypotheses. How does WP deliver value to the end users. Is WP making more $$ than the app? How much more $$ are our Partners making with the WP plugin?
When we go up to CEOs, they ask us 1 questions: are we going to make more money? show me the data. And that’s what we need.