It’s not at all cool to lose customers, especially for your SaaS product. You lose customers; you lose money – that’s how straight it is.
If I speak in the language of SaaS (Software as a Service), we term it as Churn rate. A churn rate can be defined as “the annual percentage rate at which customers stop subscribing to a service at a specific time-period.”
Alan Gleeson is a B2B and Tech Marketing Consultant. Based in London. Passion for #SaaS.
Co-Founder of saasresources.com
Most of the problems will tell you “ to have great quality products or awesome customer services”. You are required to have many great products with killer customer service, but it’s also assumed that you need to have some basics down to get many advanced tips.
In this blog you will discover many advanced tips, with many strategic methods to avoid the profit killing falloff for loyal customers.
In a study it was found that US companies lose more than $130 billion each year in order to avoid the customer churn.
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You desperately need users like me to sign up to your app and curved with next steps but you are confused that;
- I am not doing any further actions which can solve both of our problems.
- Why is my conversion rate not the way I had planned!
- Why am I getting so much of ‘Cancel Subscription’ request!
The above are some of the most basic questions that come up to your mind to haunt you every single day.
I am sure you made-up everything which is easier for me to go with your offers like free trials, no credit card info, primary sales CTAs, cool videos and graphics but still I am not active on your app and there is no more improvement in users sign up. Why?
Have you ever think is your app or website providing right information which the SaaS users are looking for?
“Customer success is simple ensuring that your customers achieve their desired outcome through their interaction with your company. That’s it.”
Lincoln Murphy – Customer Success Consultant and Keynote Speaker
(Figure 1, Courtesy: blog.kissmetrics)
After some research and analysis I found some important reasons why SaaS users are not interacting more and how you can maximise your SaaS growth. Let’s have a look;
Reasons Why Users Might Not Be Interacting With Your SaaS Platform;
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Data Security Matters For Everyone:
When it comes to SaaS and cloud storage many of the SaaS users think the safety of their business data. More than 75% Americans don’t trust on cloud storage and they believe their personal data and files are in risk in the cloud.
As a SaaS marketing guy, you need to educate them about the security system and make them sure to purchase through right information, easy to understand content and documentation about security, virus, spam, email management and others.
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Recurring Pricing Subscription:
At the initial stage of your SaaS business, some users may not interested to adopt recurring pricing subscription on new products for long-term basis. More than 69% users are not interested in long-term commitment on SaaS plans.
Offer them simple and comfortable pricing packages with options to cancel the subscription at any moment as they please. Make them aware about the benefits of subscription model.
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Don’t Have Time And Knowledge:
I am pretty sure not everyone has all the knowledge while adopting a new technology or new stuff and they take some time to adjust to the environment and system – this process kills their time and resource.
In that situation, you need to give an online demo about your SaaS application features and installation. You need to provide complete documentation about the app. Step-by-step video tutorial and eBooks are more helpful to convey users about your product or app.
Tips to Maximise SaaS Growth:
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Be A Master In Successful On-boarding:
Successful on-boarding is all about communicating new users quickly after understanding what they are looking for in your product and explaining them features (the most vital ones to start with) of your application.
You also need to monitor your on-boarding, so that you are aware when the user skips some of your features or doesn’t understand the flow.
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Make The Signup More Professional For That Right ‘Prospect’
You need to make the signup process more professional and generic to maximize the conversion. It should be seamless as much as possible with common mandatory fields like an email id and password, that’s it.
The most important thing – Keep it dead simple!
SaaS customer retention is not an easy task to do. With many lists of hacks and tricks, the topic won’t get minimized. Therefore you are required to create an engagement topic.
In SAAS, the engagement occurs when the customer uses and gains more value from SaaS.
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Keep Engagement With Trial Users And Monitor Their Usage
Engagement with the customer is a continuous process of SaaS Business to maximise the conversion.
The user will understand the value of your application. Through, regular communication find out the problems of these potential users and trial users.
Apptegic defines “customer engagement” as the nexus of a customer’s time and attention and your product.
(Source: Neil Patel Blog)
This helps in making the application more user-friendly by fixing bug(s) and this also helps in establishing a better relationship with users. Primarily a long-term ones.
Based on your engagement data, you need to make adjustments. The idea here is to encourage engagement. You can and should adjust the features and functionality of your product, but the most valuable way to retain the customer is by contacting them directly. Whether it’s an automated email or a personal phone call, make it your goal to get the customer’s time and attention.
Looking at your engagement data, you have to make the adjustments. The idea is to improve customer engagements, you need to adjust the features and functionality of various products. However, the most valuable way for SaaS customer retention is by connecting with them directly.
Whether it is an auto-generated email or a personal phone call, you need to make it your goal to get customer attention and time.
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Continuous Improvement In Your Application Features.
Improvement in application feature is the most important part for SaaS businesses. When you find that, your SaaS application usage is not as per your expectation and they stay silent, at that moment you will be sure that the feature you have implemented in your app doesn’t meet the user’s requirement
Users are not getting what they are looking for. So modify or add new features to your app immediately to increase the usage.
Regular communication with existing customers and trial users also helps in improving the app.
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Bring your App Marketplace In Front Of Users
Marketplace is the online store of your app which enhances the customer experience by allowing users to research the app through useful add-ons and Plugins which the user might be using as of now or in the past – this will give you an edge and the user might try your application for the same benefit.
With the help of video tutorials, screen shots and customer reviews users can know exactly what the application is and how it can help and solve the issues he might have.
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Optimize And Promote Your App For Maximum Result.
When you are expecting more users for your SaaS application, optimization and online promotion plays a vital role.
So don’t forget to optimize your app for search engines with keywords which people are searching more with. Make your app and content search engine friendly and start promoting it in online SaaS networks.
Promote your app on online app listing site and Social Media.
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Be Proactive About Expired Or Cancelled Credit Cards.
As engagement is a broader prospect. There are dozens of ways to track the engagement, measure the customer engagement rate and ask for the engagement. It is necessary to know about the vast field of avoiding cancellations through credit card expiration.
If your SaaS uses the recurring bills on the credit cards, then it creates a highly important point. Therefore you need to know more about the credit cards.
Develop Unparalleled Customer Service: The customer service plays an important part in SaaS as the software itself. Hence it is called “Software as a Service”.
Offer quick deployment and rapid configuration: As most of the sales cycle are very short, it is exactly what the customers and the providers want.
The customers who choose SaaS do save time, deploy easily and operate with many uninterrupted flow in business operations.
The ability to deliver on the fronts are part of an entire method to sell the products.
Be scalable. When your customer’s business grows, you grow with them. Don’t reinvent the sales wheel when the customer needs to add users or functionality. Create an experience that grows and flows naturally with the customer needs.
Be more Scalable: As customer business grows, your company grows with it. You don’t need to reinvent the sales wheel as required by the customers to add the users and functionality. Develop an experience that ebbs and flows naturally with customer needs.
I’ve worked with the team at Andolasoft on multiple websites. They are professional, responsive, & easy to work with. I’ve had great experiences & would recommend their services to anyone.
Ruthie Miller, Sr. Mktg. Specialist
Salesforce, Houston, Texas
Garrett Moon wrote truth: “When our number one goal is to help our customers succeed, we may have already designed all of the sales strategy we really need.” That’s all about selling smart and avoiding annoying cancellations.
Wrapping It Up…
Building SaaS applications according to the user’s requirement increases the chance of high conversion. Don’t forget the contentious improvement in the features. Providing clear information to visitors and letting them know how exactly your app can solve their problems to maximize the signups will reap you benefits.
If you are planning to develop your SaaS product, then you can contact Andolasoft. We will help you to develop an engaging SaaS application with all the latest features and updates to create higher customer churn.
Alright guys keep that Sign Up Going Higher Everyday…
Place in your comments below if you have any thing you feel should be added up with the above points I described.
Two of the World Class SaaS platform by Andolasoft ranked in top 10 SaaS tool in their respective categories by Capterra;
