User Retention & Churn Consulting

We help software companies retain more users and reduce churn.

Our team consults, coaches, and improves experiences to constantly decrease churn and systematically increase growth.

Retention requires a diverse set of disciplines. 

There are many factors to why users churn. We don't just focus on one area and instead take a holistic view.

Pricing Strategy

Business Model

Product Features

User Experience

Customer Support


User Communications

Behavior Prediction

All aspects of retention also revolve around capturing the right data, feedback, and testing with the ability to interpret and translate into actionable strategies for improvement.

David Lecko, CEO

"They’re just really talented and they have vast experience in many different domains."

"Our churn has moved from 15% down to 10%, which is the lowest it has ever been. For us, that’s a savings of about $35,000 per month."

"Definitely work with Insivia ... because when we’ve made those based on their recommendations, it has paid off."

Our Structured Program & Retention Philosophy

We believe a consistent, organized, and best-practice based program can significantly improve retention and SaaS growth trajectory.

Our monthly "ACL10" meeting is focused on discovering, prioritizing, assigning, and holding people accountable to retention tactics and activities.

What does a meeting look like?

We get the team thinking and ready to communicate.


Discuss key metrics, leading indicators and the critical path.


Clarify progress, roadblocks, and next steps for initiatives.


Identify new issues, prioritize, discuss, create action plans, and assign accountability.


We ensure clarity and next steps while measuring effectiveness.

Combined with our Retention Dashboard, you become a lean, mean churn reducing machine.

The Retention Dashboard

Our structured program is supported by a central document to keep information, tactics, and accountability in one place.

A simple, yet effective approach to collaborative retention is our dashboard. Everyone has access to a proven tool to help move retention initiatives forward.

What's included in the dashboard?

KPI INTERPRETER: Pull key data from analytics platforms and outline interpretations.

ACL PIPELINE: Keep track of non-prioritized items for regular review.

ACL ISSUES: Define, assign, and prioritize tactics.

ACL INITATIVES: Organize long-term strategies and objectives.

By The Way, ACL10 represents 
Average Customer Life 10x Growth

A structured, dedicated, and consistent approach to retaining users and revenue to increase the value of every single new user aquisition.

Watch Our SaaS Retention Show

Andy & Tony talk about tips and strategies to increase retention and decrease churn rates.

SaaS Retention

Who's in Charge of Retention?

The Marketing Budgets Report by Econsultancy revealed a bias by companies toward acquisition marketing. This bias comes at the expense of customer retention. What does this statement mean? Many organizations actively place a lot of emphasis and spend more money on customer acquisition programs. Unfortunately, these organizations are not paying equal attention to customer retention

SaaS Retention

User Retention: Don't Wait Until They're Gone

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SaaS Retention

Customer Feedback: Why You Need It

Customer feedback is essential. Organizations that listen to their customers grow faster. Customer feedback is a powerful guide that provides you with critical insights. You can use the feedback to improve your products, revise your service delivery strategy, and optimize customer satisfaction. What is Customer Feedback? Customer feedback is a summary of how your products

SaaS Retention

Customer Communication for SaaS Retention

The customer is the core of any business. With strong interpersonal skills, you can maintain excellent communication with your clients. Customer communication for SaaS retention is the key to building lasting relationships and combating churn. A happy customer is an advocate for your SaaS business. Happy customers are willing to promote and recommend your business

SaaS Retention

SaaS Experience Journey Mapping

Journey maps are a standard user experience tool. Journey maps come in different shapes, sizes, and formats. Depending on the context, we can use these tools in a variety of ways.In this article, we shall examine experience journey mapping from different planes. We shall discuss the definition, importance, and possible examples of the subject matter.What

SaaS Retention

How Gamification Increases SaaS Retention

According to a study by TechValidate, About 30% of companies that use gamification were able to improve registration conversion rates by over 50%.So, how can we use gamification as a strategy to retain more customers?Why Should You Consider Gamification?Gamification is the application of gaming concepts in non-gaming contexts. In gamification, we borrow certain mechanics from

SaaS Retention

Marketing to the Right Customers Reduces Churn

Defining your target market is one of the most crucial tasks in marketing.This step is the foundation of an effective marketing strategy. From the way you develop your product names to your marketing channels, your target consumer should always be in mind.Target marketing is all about identifying and understanding your niche so that you can

SaaS Retention

Customer Loyalty Tactics for Software and SaaS Companies

It takes about 11 months on average for a SaaS company to make back the cost of customer acquisition and retention.Therefore, customer loyalty is crucial to the success of the business. Software and SaaS businesses need their customers to find satisfaction in both their software and services.If your company can provide exceptional customer service in

SaaS Retention

8 Software Churn Prevention Tips

Like most SaaS managers, you are committed to running and growing your business. To achieve this goal, you need to ensure that you are meeting the needs of the consumer and mitigating churn.Customer acquisition is expensive. Some companies spend anywhere between 5-25 times more to acquire customers than to maintain the existing ones. Reducing churn