User Retention & Customer Success: Advice from the Experts

RSVP HERE: https://bit.ly/2KtiIiU

In a study by the Harvard Business School, it was shown that a 5 percent increase in customer retention can lead to an increase in profits between 25 and 95 percent. That's because it's easier to have someone familiar with your brand purchase again, and they're more likely to refer your product to friends.

So as a startup, how can you increase your retention rates? The work doesn't stop after the sale, now you have to work hard to keep your customers happy and engaged.

We'll discuss how B2B and B2C companies reduce churn and use retention as a key metric to grow their startup on July 26th, as well as

• What happens after the sale? How do you keep users happy
• Key metrics to measure, like CLTV, churn, retention, etc.
• Tactics for customer retention, like email, sms, and more
• Managing and hiring customer success teams
• What makes retention an important growth channel
• Customer success and user retention at B2B vs. B2C
  ... And much more!

The panelists

• Allen Beers is the director of Customer Success at Greenhouse, a software company which designs tools that help create and navigate the new world of work. A few of his responsibilities consist of hiring and mentoring the customer success team, ensuring expansion revenue, and driving continuous improvement of Greenhouse support & services. Previously, he was the Team Lead & Customer Success Manager at LinkedIn.

• Donté Ledbetter is the Senior Marketing Manager at Stash, the financial platform changing the way millions of Americans invest and save for their future. In this role, Donté focuses on full lifecycle CRM strategies to drive user retention, engagement, and loyalty. Prior to joining Stash, Donté worked in martech and adtech, educating marketers through content marketing. He’s also provided thought leadership to publications and organizations, such as Advertising Week, FindSpark, VentureBeat, NYU School of Professional Studies, and SUNY New Paltz.

• Spencer Burke is the VP of Growth at Braze, a customer engagement platform that delivers messaging experiences across push, email, apps, and more. Prior to his current role, Spencer was the VP of Customer Success at Braze and built out the Customer Success organization out over 5 years.

• Katie Tobias is the Vice President of Marketing at Spring, a digital shopping destination where people can discover and purchase products directly from their favorite brands in a single-cart experience. She leads the marketing, PR, merchandising, and editorial teams to fuel awareness, growth, and retention. A graduate from the University of Michigan and the London Business School, she began her career at Deloitte Consulting LLP, where she was a distinguished analyst and eventual consultant. She went on to become the director of integrated and brand marketing at Gilt.

• Lucy Chen works on the marketing team at SevenFifty, a platform that enables trade professionals to easily search for products and wholesale pricing across leading distributor portfolios. Previously, she was the head of digital marketing at Authorea. Lucy graduated from NYU’s Stern School of Business in 2015, where she studied business, marketing, and psychology.

• (Guest Moderator) Adam Lovallo is a Co-founder of Grow.co, a community and event series for growth professionals. Their largest event, Mobile Apps Unlocked, brings together app marketers and product managers from both gaming and non-gaming verticals. Prior to Grow.co, Adam managed the growth team for LivingSocial, a daily deals site.

Schedule:
6:30 - 6:50: Drinks & Networking
6:50 - 7:50: Panel
7:50 - 8:15: Audience Q&A
8:15 - 9:00: More Drinks & Networking