Churn Coaching
Our team can support your team across audience surveying, analytics analysis, testing, user experience planning, onboarding strategy, customer communications, pricing structures, and feature planning.
Our monthly "ACL10" meeting is focused on discovering, prioritizing, assigning, and holding people accountable to retention tactics and activities.
We believe a consistent, organized, and best-practice based program can significantly improve retention and SaaS growth trajectory.
Data & Analytics
From simple to advanced data and analytics we help support capturing, presenting and interpreting information to reduce churn.
UI / UX
Improve the journey, experience and interface design to increase adoptability and enjoyability.
Customer Communications
Develop the right segmentation, frequency and messaging that ensure users become evangelists.
Product Strategy
We'll work with you through competitor analytics and understanding your audience to prioritize development roadmap and product strategies to win.
Testing & Tear Downs
Execute a/b testing strategies that help you gather concrete insights on what improves user outcomes.
SaaS Retention Show
Andy & Tony talk about tips and strategies to increase retention and decrease churn rates.
Avoiding Churn
You have the power to change functionality, value of outcomes, customer fit, user experience, service, price and more.
Churn will happen and often a change in your customer's business strategy or finances can impact their retention.
Churn can be mitigated through focused attention on key aspects that can be optimized.
Onboarding can last minutes or weeks. The key is from the moment that a prospect signs up that there is a streamlined process to get them to a valuable outcome.
How you communicate and build rapport with a customer can impact churn significantly. A user experience map should look to exceed physical and emotional expectations throughout their journey.
Users need support whether that is documentation, chat, product tours or phone representatives. If there is limited or bad service, churn will be high.
User experience can impact many of the other reasons on this list - a bad experience makes it hard to get value and can increase frustration as well as reduce confidence early on.
An extension of bad customer service is when companies completely ignore their customers feedback.
Marketing that does not understand the best customer may get sign-ups, but user acquisition costs are wasted on prospects who will never become long-term customers.
Resources
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.
Target marketing is all about identifying and understanding your niche so that you can dominate the field.
Creating great software is no easy task. It takes a lot of time, effort, and funds to develop effective software, something that most companies can't afford.
For a SaaS company to survive in this industry, it needs to rely on steady customer acquisition and healthy customer retention strategies.
Many organizations actively place much emphasis and spend a lot of money on customer acquisition programs. Unfortunately, these organizations are not paying equal attention to customer retention initiatives.
Most SaaS companies consider customer acquisition to be the best solution for growth, so they focus all their efforts on it, disregarding customer retention in the process.
The key to success for a SaaS company is retaining users to get the most value out of acquisition costs and constantly build a foundation to scale the company.
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.
There are many factors to why users churn. We don't just focus on one area and instead take a holistic view.
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.
SaaS Customer Retention
If you’re not doing customer retention right, it can result in a loss as you acquire more customers. The SaaS model gets you profitability over time, and if your users churn before completing enough payment cycles to break even on the acquisition costs, all your growth strategies will be ineffective.
In SaaS, customer retention is the sum of all activities a business undertakes to keep its users and to make its existing customers more profitable. The results of that work are often expressed and reported in the percentage rate of customers retained over total customers for a given period of time.
Given the continually-active nature of SaaS tools and the potential for multi-year SaaS contracts with the option to add new features and services, retaining customers must be a top priority for companies to drive consistent revenue.
B2B SaaS brands typically offer their services through monthly or annual subscriptions, so customers spend only a small percentage of their customer lifetime value upfront. This makes customer retention all the more important—as it significantly impacts your bottom line.
One quick call and we'll share our approach - no pressure.
Talk with us