When is the best time to find your next gear of growth? Now. Whether you are growing rapidly or seeing growth start to slow, this talk will share proven ways to accelerate. Karen Peacock, CEO of Intercom and former SVP of Small Business at Intuit, will discuss how putting customers at the forefront of your business is the key to hitting that next level. She’ll cover how to segment your customer base and analyze the health of each part as input to strategy, design and package your product based on value and build highly contextual and personalized customer experiences that lead to happy customers, retention, expansion and growth. Karen will share stories based on her experience at Intuit building one of the world’s largest SaaS product lines from $500M to $2.5B and in her current role leading Intercom’s high growth on the path to IPO.

1. Karen Peacock
CEO
Intercom
@karenpeacock
Proven strategies to accelerate growth

4. $1 million
$100 million
$1 billion

5. How do you know
when you’re
approaching a corner?

7. Revenue
Growth

8. Averages
hide the insights

9. Key metrics for revenue health
Annual Recurring Revenue (ARR)
Gross Revenue Retention (GRR)
Net Revenue Retention (NRR)

10. Gross revenue retention
ARR at Start of Year - Churn - Contractions
ARR at Start of Year

11. ARR at Start of Year + Expansions - Churn - Contractions
ARR at Start of Year
Net revenue retention

12. Strong revenue health

13. Strong revenue health Weak revenue health

14. Revenue health per segment
Product
Customer
geography
Customer
size
Buyer type
Acquisition
channel
Sales
motion
Whatever
is right
for you
For each segment
ARR & growth
GRR
NRR

15. Our a-ha! moment

16. Focus on products &
segments with strong
revenue health
Fix or get out of
the parts that are
a leaky bucket
Look beyond averages for insights
+

17. NRR Benchmarks
Enterprise
Mid-market
Small business
120%+
110%+
100%+

18. Know your business
Averages hide the insights
@karenpeacock

20. 1900 1960 1990 2010
Age of the
customer
Age of
information
Age of
distribution
Age of
manufacturing
Beyond
Source: Forrester Research, Inc
Mass manufacturing
makes industrial
powerhouses
successful
Global connections
and transportation
systems make
distribution key
Connected PCs and
supply chains mean
those that control
information flow
dominate
Empowered buyers
demand a new level of
customer obsession

21. Watch what
customers do,
not what they say

22. Fall in love with the
problem,
not the solution

23. Know your business
Averages hide the insights
Know your customers
Fall in love with the problem, not the
solution
@karenpeacock

24. (that nobody thinks about)

25. How many of you think your
pricing is excellent?
How many of you think your
pricing could be better?

26. Getting your pricing
and packaging right is
hard

27. Align price to value
Price
Perceived value
Where price = value
Where your pricing
should be

28. Charging too
much
Charging too
little
A lesson learned in pricing

30. Pricing Metrics
Units of pricing e.g. seats, contacts, storage, API calls etc

31. Pricing Metrics
Units of pricing e.g. seats, contacts, storage, API calls etc
Packaging
How you group features into what you sell

32. Pricing Metrics
Units of pricing e.g. seats, contacts, storage, API calls etc
Packaging
How you group features into what you sell
Price
How much you charge

33. Align price to value by
customer segment

34. Know your business
Averages hide the insights
Know your customers
Fall in love with the problem, not the
solution
Figure out your pricing
Align price to value by
customer segment
@karenpeacock

36. If your friend had this
experience,
how would you feel?

37. Customers

38. How do you drive
strong retention?

39. Build strong
relationships and a
delightful customer
experience

40. Do it in a way
that scales

41. Higher conversion when you
engage prospects on your
website

42. Higher conversion when you
engage prospects on your
website
Higher engagement from in-
app messaging vs email

43. <3 min first response time
Fastest channel to resolve issues

44. Conversion rates +45%
32% of retention is from
real-time messaging

45. Increased customer retention,
satisfaction, and overall business
growth

46. Customers expect
consumer grade
experiences

47. Personal,
in-context, scalable
experiences win

49. Know your business
Averages hide the insights
@karenpeacock

50. Know your business
Averages hide the insights
Know your customers
Fall in love with the problem, not the
solution
@karenpeacock

51. Know your business
Averages hide the insights
Know your customers
Fall in love with the problem, not the
solution
Figure out your pricing
Align price to value by
customer segment
@karenpeacock

52. Know your business
Averages hide the insights
Know your customers
Fall in love with the problem, not the
solution
Figure out your pricing
Align price to value by
customer segment
Design your end-to-end experience
Personalized, in-context,
scalable experiences win
@karenpeacock

53. @karenpeacock
Thank you!