BuildingProductsMoreThanMeetsTheEye

@johnjpeebles

@johnjpeebles

@johnjpeebles

@johnjpeebles

Some Context

• SaaS• B2B• Enterprise Tool•We’reNotPerfect

@johnjpeebles

@johnjpeebles

Fast Growth + High Attrition + Difficult Product+ Botched Release + Technical Debt

@johnjpeebles

>20% Annual Churnby Revenue

@johnjpeebles

”You want a churn rate that is as low as possible"

@johnjpeebles

“If you have a high churn (double digits) for your SaaS business, there’s something fundamentally wrong with

your product.”

@johnjpeebles

@johnjpeebles

This is Hard

@johnjpeebles

AttritionSlide

-4.0

-2.0

0.0

2.0

4.0

6.0

8.0

10.0

12.0

14.0

16.0

AttritionbyRevenue(%)

@johnjpeebles

Common Prescriptions1. Simplify the Product2. Improve the Product3. A/B Testing4. More Feedback5. Better User Stories

@johnjpeebles

The Secret of The World’s Best Products

@johnjpeebles

Make Your Customers Successful

@johnjpeebles

What is Our Product?

@johnjpeebles

TrainingManagementSoftware

@johnjpeebles

Make Customers SuccessfulMake Our Team SuccessfulMake Our Investors Successful

@johnjpeebles

Make People Successful

@johnjpeebles

Our Product is People

@johnjpeebles

I Have A Dream

Administrate

Our Dream

Build the Ultimate Human Organisation

@johnjpeebles

How?

@johnjpeebles

What Didn’t Change: Our Software (much)

@johnjpeebles

What We Did Change

@johnjpeebles

@johnjpeebles

Communication

@johnjpeebles

Trust & Transparency

@johnjpeebles

Listened

@johnjpeebles

Invested

@johnjpeebles

What Happened?

@johnjpeebles

Revenue Growth

Negative Churn

“We Believe in Administrate”

@johnjpeebles

I Believe

@johnjpeebles

@johnjpeebles

Thanks!