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..and we’re hiring!
• One or two CS agents for San Francisco
• One or two Java developers in Berlin
• One more UI developer in Berlin
• One marketing manager in Sydney
Customers vs Revenues
$0
$200000
$400000
$600000
$800000
0
150
300
450
600
Q4 ‘11
Q1 ’12
Q2 Q3 ’12
Q4 Q1 ‘13
Q2 ’13
Q3 Q4 Q1’14 Q2 Q3 Q4 Q1’15 Q2’15
$rev 8k 22k 65k 40k 72k 140k 193k 257k 283k 320k 402k 432k 564k 790k 645k
#cust 7 19 32 50 73 111 145 195 230 285 350 419 445 520 600
Q2 was worse than expected. Better than Q4, but still…
Outlook
• Current 52 week window: $2.5m (up from $2.2m)
• $130k collected in 2 weeks of July. $155k in outstanding invoices - pretty good for summer
• Goal for 2015 remains $3m in total revenue
• Outlook is still good!
Achievements since last All Hands
✓Hired and (in the process of) on boarding Andrew
✓Strengthened collaboration between devs and CS
✓NPS insights
✓Customer Success team building time in SF
✓Experiment with ‘concierge role’
NPS – next steps• Gathering feedback, patterns and insights
• Concentrate on promoters
• getting them on our testimonial page, some extra nurturing/pampering?!
• After analysis, deciding how to proceed and build it into the customer lifecycle
Concierge Experiment• Assessing all signups immediately on company-fit
and expected deployment size
• Trying to reach interesting leads asap, helping them with questions, say “no” right away if bad fit
• Adrienne in charge for now, but we’ll start spreading the tasks soonish
• Create Deals in Highrise, follow up until won or lost
• Too early to say but: 109 companies assessed, 32 called, 20 reached, 9 spoken to AND the ‘results’ are positive!
First insights
Not achieved since last All Hands
• “Real” Customer Success plan outline
• Better CRM – Migration to Highrise?!
• Updating testimonial page – better distribution of location and industries
• Resources page – Share valuable articles for prospects and customers
Freshdesk – Q2 2015Q2 2015
Product Info9%
Others11%
Administration10%
Billing Questions10%
Feature Request2%
Bug7%
4 Modules10%
Invoices/Quotes41%
Category# of Tickets
Q2 2015
Invoices/Quotes 718
Billing Questions 181
4 Modules 183
Administration 171
Bug 124
Feature Request 27
Product Info/Demo Request 163
Other 196
Total 1763
Category# of Tickets
Q1 2015# of Tickets
Q2 2015 Change Change %
Invoices/Quotes 459 718 259 56.4Billing Questions 124 181 57 46
4 Modules 174 183 9 5.2
Administration 187 171 -16 -8.6
Bug 98 124 26 26.5Feature Request 29 27 -2 -6.9Product Info/Demo Request 177 163 -14 -7.9
Other 143 196 53 37.1
Total 1391 1763 372 26.7
Discussions and process adjustments
• Vision, mission and values
• Project handling, knowledge sharing
• 3 big topics a month to discuss
• Establishing goals and allowing for celebrations
‘Real’ Customer Success
• Post purchase communication
• Establishing ideal touch points
• Higher focus on VIPs
• Automation of smaller accounts
Newsletter time
• We have enough releases for a newsletter!
• The last one went out last year. Early last year…
• We wanted to think of a new structure
US company trip
• Organising lots of client meetings
• Organising lots of fun
• Organising lots of sightseeing
• Organising an event
Ongoing projects
• We do need to look at writing case studies
• We do need new videos. At least user directory and new objectives
• We do need some analytics – celebrations
Getting there
• We have a signature from the incorporator on a PDF, still waiting for the actual document to arrive
• Work on the employee handbook is in progress, awaiting shortened version this week
• Will need lawyer to physically inspect ID documents
Slightly adjusted subteams
• 3 “stable” teams
• Movement between teams is fine (not all at once)
• Complementing goals, complementing staff
Improvements Team• Focus on smaller tasks (1h to 3w)
• Extend existing features, improve UI and UX
• Emergency fixes
• Biggest bang for the buck
• Shield the other teams from interruptions
Feature Team• Focus on mid-sized tasks (2w to 8w)
• Work in pairs only:
• Slightly slower than team of 3
• but more efficient
• Can always ask other pair for feedback
Epic Team
• Tackle one massive challenge at a time
• More people means more communication overhead
• … but more timely delivery too
• Least interruptible team
iOS• Launched at last
• .. but very slow uptake
• A few quirks reported, and lacks SSO support
• We’ll wait for more feedback and usage before deciding on next steps
User Import
• BambooHR and Google Apps shipped
• CSV Import very close to CS usage
• Self-service for select customers is due next
Security Fixes• added CSRF tokens to many forms and ajax
actions
• fixed XSS bugs all over the applications
• Fixed open redirects, upgraded ssl certificates, added confirmation step to Google Apps, etc etc
• Introduced Content Security Policy
• HackerOne was very useful so far
In summary
• Not that much shipped in Q2
• Onboarding the new staff worked very well…
• unsurprisingly, didn’t make us faster yet
• Should aim for much higher throughput in Q3
Mail log viewer
• Our initial prototype is being been revamped
• CS team can use it in a week
• End user deployment soon thereafter
Cycles Overview
• Took longer than expected due to interruptions
• Almost there, but not quite
• “Edit cycles” not touched yet
Achievements• Work closer with CS team
• Comments with permissions and mentions
• Activity stream
• Weighting adjustment now very simple
• Replaced wicket tabs on profile, review and feedback
• Deprecated 3 settings (Priority, Threaded discussion, ordering)
• Rework UI and UX of browser, details and create
Greatest challenges• UI prototyping in code was fast but no
documentation/ history
• UX prototyping in code was inefficient
Greatest challenges• Backend not flexible and a lot of code debt.
Very tricky problems to solve (e.g. providing data for browser efficiently)
• Objectives super configurable SI, complex UI
• Not able to win many clients to participate a user-tests
Key learnings• Valuable insights and rapid feedback loop to CS team
by having a fixed member, James, at all our meetings
• Focus on user flow’s not single screens
• Use data analysis to understand the usage of features
Key learnings• Tool like InVision to help us focus on UX flows to
have a shared understanding. Documentation and transparent decisions captured. Clickable prototypes without coding.
• Weekly meetings very successful to reflect, share and plan.
Q3• Improve the weekly meetings by making us more
accountable for each week’s tasks
• Finish redesign and continue user-testing!
• Soft launch to evaluators end of July, full launch in September
• Start developing milestones
Objectives Team
• Softlaunch objectives to new evaluators in August, full launch in September
• Work on Key Results next (“milestones”)
• Summer holidays are coming, no major plans beyond this
Feature Team• CSV Import: Make self-service for select clients
• Dashboard 1.5
• Calendar integration
• Achievements page access for clients
• Messages: Praise multiple people
• Edit Cycles
Improvements Team• Cycles overview (in progress)
• Edit user overlay (on hold)
• Export Overlay: Select desired fields
• Pricing page, Tour page
• Further observer improvements
• Mini user Profile
• Show user stats over time
Goal: Reduce churn!
• Churn is too high, especially for smaller customers
• Will introduce base price of $150 per month
• Won’t invoice client until properly tested
• Make achievements page self-service, promote it
Goal: Improve faster!• We need more product improvements, faster
• Good news: We have hired 5 developers
• Will still take time until fully productive
• We’ll tackle large projects like Dashboard and Streams in late Q3
• Until then: warmup tasks & avoiding gold-plating
Goal: Keep customers!• Better product will help keep customers
• But our outreach must get better too
• Both to new clients and to existing ones
• Need a larger CS team
• but we can start a few things now
Goal: Mission and Vision
• We need to create a meaningful values document, and write down our mission and vision
• Everyone should participate building it
• Please fill in your SI 360 forms!
We rock
• Q3/Q4 won’t be a walk in the park!
• Awesome team, and growing
• Terrific features and process improvements in the pipeline
• Looking forward to Q3