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

Onboarding

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."

See David's full review at

Insivia SaaS Retention Review

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?

ACL10 INTRO:
We get the team thinking and ready to communicate.

 

SCORECARD:
Discuss key metrics, leading indicators and the critical path.

 

ACCOUNTABILITY UPDATE:
Clarify progress, roadblocks, and next steps for initiatives.

 

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

 

ACL10 WRAPUP:
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.

Watch More Episodes
SaaS Retention

Who's in Charge of Retention?

Retention plays an important role in the success of any company. It’s key to assign the responsibility to someone.

SaaS Retention

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

Churn is a silent killer of the modern-day SaaS business. So, to avoid the loss of customers, we’ve come up with a useful list of customer retention strategies to consider.

SaaS Retention

Customer Feedback: Why You Need It

Customer feedback is a powerful guide that provides you with critical insights, and acting on it will take your business to a whole new level. Read all about the ins and outs of this valuable tool.

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The Ultimate Guide to Dashboards

Every organization can benefit from installing dashboards that align with its goals. Dashboards provide your organization with an insight into the software that you use. This tool simplifies data and evokes action.

SaaS Retention

Customer Communication for SaaS Retention

Customer communication for SaaS retention is the key to building lasting relationships and combating churn. Everything starts by choosing the right method of communication.

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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, you can use these tools in a variety of ways.In this article, we will examine experience journey mapping from different planes. We will also discuss the definition, importance, and possible examples of the subject

SaaS Retention

How Gamification Increases SaaS Retention

Gamification is an innovative key to engagement that will help you retain more customers. Any SaaS organization that wants to succeed should consider gamification and integrate it into any customer engagement strategy.

SaaS Retention

Marketing to the Right Customers Reduces Churn

Consumer acquisition is at the heart of any SaaS company’s growth, reeling in the wrong customer can be tragic to the growth of your business. Learn more about how you can mitigate churn by marketing to the right people.

SaaS Retention

Customer Loyalty Tactics for Software and SaaS Companies

Did you know that it takes about 11 months on average for a SaaS company to make back the cost of customer acquisition and retention? This proves that customer loyalty is crucial to the success of any business.