Increasing Retention & Adoption of your SaaS App

13% Churn Rate on average for SaaS apps.

18-Months Payback to recover customer acquisition cost.

35-Months Payback for SaaS apps with 50%+ growth rate.

According to OPEXEngine 2010 SaaS Benchmarking Report:

What if you could reduce these numbers by 30% or more?

* Source: OPEXEngine 2010 Private Saas Benchmarking Report

1 !

Lead Gen & Acquisition!

2 !

Setup & On-boarding !

3 !

Adoption & Training !

4 !

Performance Support !

5 !

Renewal & Retention !

First 3-6 Months! 6+ Months !

* Source: Fleming's VAK/VARK model (wikipedia)

Classroom! Live, personal touch, upsell $, cert. Fixed time, travel, high $, scalability.

Onsite Class! Live, 1-on-1 training, upsell $, cert. Fixed time, travel, high $, scalability.

Web Courses! 24/7, engaging, on-demand,

structured, scalable, upsell $, cert.

Must stay current to be relevant,

front investment to long ROI.

Type ! PROs! CONs !

FAQ’s! 24/7 access to common questions. Static, not engaging, unstructured.

Blogs ! Current, just-in-time info. Random, unstructured, dated.

Newsletters! Covers most popular topics. Passive, periodic content.

Articles! 24/7, searchable, problem/solution. Static, not engaging.

Screencasts! 24/7, engaging, on-demand. Old content, unstructured.

Webinars! Live, Q&A, adapts to app. Fixed time, passive, high $, scalability. Bet

ter

G

oo

d !

Tactile Auditory Visual !

Bes

t!

Keyword Searchable Content!

Role-based Courses !

Popular Solutions !

Progress Tracking!

Visual, Auditory Learning Tutorials !

Structured, On-demand Learning!

Quiz Assessments, Interaction!

Searchable, Performance Support!

On-demand Video Tutorials !

Drill-down by Content/Courses !

Drill-down by Groups !

Filter by Status, Date, Customer, etc!

Category/Course Level Reporting!

Customer/User Level Reporting!

Workflow-based Automated Communication!

Targeted, Permission-based Emails !

Training Activity Reporting!

User/Asset Level Reporting!