Legal, Healthcare, Accounting and Payroll

Colin Nederkoorn
We’re about 1.5 months in to building Customer.io and we’ve had pain we’ve had to overcome with supporting services. Some we expected. Some we were surprised to find. Here’s how I wish our supporting services were: Healthcare Think Hipmunk for Healthcare You’re able to compare each plan apples to…

How to build a startup is a solved problem

Colin Nederkoorn
Steve Blank (entrepreneur, author, teacher) gave a talk yesterday at American Express 1 Steve said something along the lines of: In the past five years, we’ve developed a repeatable process for building startups That’s a big idea. I’m cynical about declarative statements like that. But what if…

Setting up a virtual pbx with Twilio, OpenVBX and PHP Fog

Colin Nederkoorn
We’ve been reading that adding a phone number increases conversions. When people sign up and pay us, we give them our cell phone numbers. But, we wanted to have a way for people to get in touch with us pre-sales for us to answer any questions. If you’re looking for the easiest option, you can exi…

4 ways we learned we are building the right thing

After 40+ conversations with people, we know we’re building something of value. Here are some tactics we used to start customer development conversations: Start conversations on twitter I set monitoring for people tweeting “user retention”. I saw Rick Perreault, CEO of Unbounce (check them out) t…

How to pretend you’re always working with email

Colin Nederkoorn
I like to write and respond to emails at 1:00 am. However, you don’t want to receive an email from me at 1:00 am. If you do receive an email from me, there’s a higher chance you’ll miss it. But for me, writing an email at 1:00 am makes great use of my time. I batch all of my email writing togethe…

Churn Rate Reduction with Retention Emails

Colin Nederkoorn
Most efforts at user retention are post-cancellation. What if you could know someone was going to cancel before they did? For subscription services, it’s pretty easy to identify who is about to cancel. Look at their usage data. Let’s look at a simple example: A user signed up 2 months ago and is …

User Retention as a Service

Colin Nederkoorn 11 Comments
Here’s a trick question for you: “What’s the cheapest way to get a new user?” If right now you’re thinking about the price differentials between Facebook Ads and Google Ads, you’re doing it wrong. The cheapest way to get a new user is to fix that giant gaping hole in your bathtub that leaks users…

What is customer retention?

Colin Nederkoorn
Customer retention is a key to success for just about any business, and the best organizations are constantly looking for ways to keep their customers coming back. Robert Scoble The definition Customer retention is anything a business does to get people to continue paying them. A close relative …

User retention emails – 3 examples that keep customers coming

Colin Nederkoorn 11 Comments
At Customer.io, we think of user retention emails as the emails that get automatically triggered when a user doesn’t do something. For example, sending an email encouraging the user to upgrade if they haven’t upgraded their account. Or an email with a reminder a day later to complete check out wh…
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