Image source
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Churn is the silent
SaaS killer.
While most SaaS BizDev strategies
focus on improving conversion rates,
customer churn is slowly eating away
at SaaS customer bases.
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It’s not so much about ditching the
Quest for the Conversion, as it is
about taking preemptive action to
reduce SaaS churn rate before your
business begins to look like the
revolving door to a department store.
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Actually Obtain
User Feedback
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Nobody likes lengthy feedback forms. That
is why the response rate for those is so
depressing. So don’t.
Pose one question at a time, space them
out over a period you find works best,
stress the answerer’s anonymity.
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In short: don’t make your
customers work for you.
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Getting the
Right Feedback
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Most customers are
not UX experts, nor
are they versed in
software
implementation, user
interface issues or
navigation challenges. Image source: David Castillo Dominici @ FreeDigitalphotos
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So break it down for your customers –
explain what it is that they are being
asked to feedback: user experience,
customer experience, navigation, clarity
of instructions, customer support.
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Hang on to
the Data
for Dear Life
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Mobilize your resources wisely – target
users who are exhibiting abandonment
symptoms:
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• decrease in logins
• lower micro-
conversions logged
• unsubscribe from
newsletters
• sudden decline of support requests
Use the Data, Luke
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Consider using a
predictive analytics dashboards
to move past the need for analyzing
and straight to the
user-at-churn-risk bottom line
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Bring Out the
Big Guns
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Ultimately, your ability to retain
customers depends on your ability to
offer the most competitive,
\worthwhile service.
More added value.
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So offer it.
Money IS an issue, so once you’ve
singled out users at risk of churn – offer
them a more attractive package. It may
not be THE factor, but it is A factor.
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Turn the
Heat Down
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Inevitably, users will leave and some
will make it clear they are not
interested in further examination of
your platform. This may sound
counter-intuitive, but:
Back off a little.
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Keep track of your churned customers and
send them an update on new features/offer
new content several months down the line.
It certainly can’t hurt.
Patience, young padawan.
Why Iridize Mobile? We Hope That Was Helpful!
Ask us more about ways to
reduce your SaaS churn rates
and improve conversion.
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