Ideas for building better software busineses – Dharmesh Shah

Practical and candid (really rare for business presentations…) on starting and growing a software(-as-a-service) business.  The most original idea: Customer Happines Index, an metric indicating the likelihood a customer will stay.  The formula (specific for your business) is determined and refined by comparing the metrics for customers who leave and those who stay.  By contacting customers who had a high drop-out predictability, they were able to lower the churn.
(Via Pieter)