28 October 2021

SaaS Customer Retention Strategies [Best Practices to Improve Customer Experience]

The Customer Churn is inevitable and optimizing the SaaS Customer Retention Strategies can prove essential. In this article, we will share some of the best Saas customer retention strategies using Gramener's Saa-specific and low-code subscription model. Gramener is a low-cost service provider offering subscriptions.

Communicate non-stop

This proactive communication plan should serve as the basis for solid customer retention. Despite the fact that clients are happy, it can still create some extra space in your calendar for the conversation. Streamlined communications improve retention but they also enhance productivity.

It creates new sales opportunities and cross-selling opportunities feeding your business's bottom line. Keep an eye on what a customer has to give and reach them if communication gets lost.

In B2B companies uninterrupted communication remains the anchor that keeps the B2 businesses working closely together. Click to read all the documents available from YES for a complete picture.

Create progress towards a goal

Psychologists have discovered that when people pursue a goal their feelings become far more pleasant and fulfilled. SaaS providers develop more eagerness and intelligibility to interact with this service. LinkedIn shows progress when a user fills out an account with LinkedIn.

The Audible App provides users with a badge to listen to their audiobooks with certain patterns. If you treat customers with specific tasks you can increase their retention.

This means that they can reduce or even eliminate churn.

Avoid customer satisfaction surveys or any unnecessary surveys for that matter.

Customer satisfaction surveys can be hard but not impossible. When a customer does receive a survey they lose satisfaction.

I'd rather gain data automatically as customers use it than go to a survey route. Another method to collect this important data is by telephone.

Are customer satisfaction surveys blatantly harmful? Exactly but never. They're dangerous though. They are risky but they're sometimes wrong.

I'd rather use telephone calls to assess the performance of Saa-SaaS services or to evaluate their experiences than customer satisfaction levels said the expert.

Inbound Marketing Services - SaaS Customer Retention Strategies

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The company's 24/7 salesperson should be beautiful, efficient and designed for your goals. Focus on reaching Buyer Personas online by Search and Social. A clever manner of gaining the eyes of the potential buyer!

Make your company stand out from competing brands while reaching the right customers. Defining your audience for a positive brand impression.

Increased experiences with better customer service and UX

B2B customers simply cannot manage to have bad experiences. One out of two customers leaves the company website for an alternative website.

The less hassle a potential client has with them is the higher chances of their staying with you long to term. These retention tactics should help you maintain your SaaS marketing but are just the tip of the iceberg.

Learn more about our Intelligent Inbound Bootcamp on the GitHub App - Free training for SAAS Marketers. Increase your brand awareness in a targeted audience through public relations in the following categories.

Give B2B clients engaging resources

SaaS customers will have questions about your product that need solving right away. If you want to increase customer retention give them resources to resolve problems by themselves.

Start crafting quality content that can answer potential questions, and allow them 24/7 access.

Once a person learns your brand your bond will deepen.

The knowledge base of webinars, blogs, electronic books, white papers help a customer answer some of their questions in their own time and keep them in check.

Reconsider your value proposition.

How can we make our customers happy or unhappy?

You may not know the reason all clients want but they need the excuse to do what they are hoping to say.

The reason they'll stay with you is probably the value that you provide.

If you stepped off the centerline of your value proposition, make whatever changes you feel necessary to offer that same great value to your client. I suggest that you look at that value proposition because it forms the reason which the customer started with you and it is very likely that it's good to keep offering that same v.

Why we love SaaS: It's Charmingly Customer-Centric

The first use of this term to describe software on demand is from 2001. The market will exceed 100 billion dollars this year.

SaaS differs from traditional software offerings on several occasions.

This has changed the balance of power of the customer, putting pressure on products being easy to use and customer-friendly.

But the competition and periodic churn provide some of the best customer retention strategies in the SaaS world.

Gramener’s churn analysis approach to delighting customers provides the catalyst for the creation of our SaaS strategy.

Offer useful content and training


A SaaS platform company can also provide good guides for using the software. Build a team that provides real-time product training products to users. Walk them through the entire aspects of your product. This keeps you close to customers and provides a sense of loyalty and is one of the best great SaaS Customer Retention Strategies.

You being part of Customer education creates a personal experience for your customer.

It helps you build a personal relationship with your customers.

You can also be involved in the customer learning process. Building a customer support organization to help you understand your product's features.

Renewal to retain customers

According to the SaaS industry sales and retention becomes the most crucial metric if you look at retention after the acquisition of the product.

Forecasting and operationalizing renewals require a strong grasp of customers' experience. It covers all touchpoints which influence the customer's decision to renew.

This phase causes founders & CX managers to brainstorm how to improve customer retention.

The importance of renews leads to certain teams/functions gaining more prominence in SaaS Companies.

Do customer survey and take feedback

Customer Feedback is the first step in identifying the loopholes in your product or service.

Design customer surveys using closed and open questions. Exit surveys can give tremendous insights.

Obviously, there is a small chance that the person giving your comments can stay with your business.

This insight will help you improve customer loyalty later on in sales.

Upsell and Cross-sell

Identify gaps within the customer organization and business processes where you can integrate the SaaS ideology to improve their value.

It helps you to solve multiple pain situations simultaneously which is a good method of showing that you truly appreciate the relationship and value customer service.

Monitor and measure customer engagement

Customer engagement data is hiding many interesting insights. You can pinpoint patterns in the buyer cycle and how the user feels about your product/Service.

Custom data application for the CRM helps track customers who display signs of churn. You also keep a step ahead when introducing the correct messaging.

You will learn what features products users use most.

Deliver on time


Every SaaS business owner must deliver on its commitments on time. The proper budget will increase your client's value over time. Keep an active contact list with your customer for communication about your progress on projects.

You need to earn customer trust with dedicated interactions and timely deliveries.

A better customer onboarding process

SaaS customer retention begins when customers have bought from them.

A planned customer onboarding process could help you gather data on your customers' expectations.

The first block of customer retention is that of understanding the customer desire. You want them to continue for years and bring you business.

Fulfillment to serve customers

Unlike traditional software, fulfillment takes place within a single business unit and every day.

As a result of this, most companies are creating customer success organizations that are optimized for the experience of the user while using the software.

Product-led Customer Retention Strategy – How to Build Products Designed for Customers

Product-driven expansion tactics can boost client retention strategies. This section will outline the various measures your product and team can make to increase the number of customers you retain. For each strategy, we found quotes by Marketing Executives like the head of marketing at Kommunicate or the head of customer service marketing at the Product Marketing Alliance.

SaaS Customer Retention Strategies – Onboarding Invited Users

A common example is when the individual has been signed up with the account after referring a customer.

The new team member is different because they are counted as a new user but companies do not provide them onboarding.

They need their own individual Onboarding specific to their assignment because they may need a different user name permission.

It is important that it shows the fastest way to start with and how you can begin to use all features relevant to you.

Remove all the steps at the employee level (including copying the code into the website, adding the company name, adding a credit card.)

Customer Retention Strategy – Secondary Onboarding: The Key to Customer Success

Secondary onboarding and deeper onboarding are intended to retain customers through retention.

It covers active onboarding tactics like tooltips for advanced features or modals for features release.

These also cover reactive onboarding services for app developers such as product academies, FAQs, health checks and In-App Help or survey.

People purchase your product for 1 or 2 important results so they will come back for every polished edge case that you provide them.

Treat each major feature release as a mini-product release and educate your userbase as they grow together.

Treat every feature launch like a mini-product launch educating your customers.

Customer Retention Strategy – Interactive Walkthroughs


Interactive walkthroughs concentrate on one important event the user needs to perform to get the utility of your platform. From here customers can get out of that moment quicker and they have much less risk. Interactive walkthroughs are considered proactive onboarding.

This requires creating a specific way for your customers to follow their customer experience.

They learn by doing and showing engaging product experiences that will provide a deeper connection and unforgettable experiences.

They include interactive walkthroughs and interactive online onboarding of your products. For example, a key event involves downloading the chrome extension.

Customer Retention Strategy – The Impact of Onboarding Gamification on Onboarding

Gamification is the addition of fun elements to any context to promote the achievement of specific tasks.

Positive association in behavioral psychology means the brain should want to do something to make your past experiences a little fun.

Gamification drives the customer towards complete onboarding and uses your key features. They have a deep understanding of product value and won't leave because they like the way the product feels on them.

The most common reward elements are. Reward elements as customers progress along their journey. This gaming feature incentivizes customers to use key features. They know the worth of your product.

Customer Retention Strategy – Personalizing Introductions

Users want to know that their application helps them with the task that's needed. You'll convey this when users access the apps you've created.

Personalized onboarding grew from an important idea to becoming essential. Good onboarding doesn't just pop some tooltips.

It is the processes and flows drawn from lessons gained by seeing your most effective users and their experiences.

You can start off with screens to learn their goal, provide them a checklist giving them a sense of winning the main steps they complete in your platform. Keep it simple, encouraging and of course witty.

Customer Retention Strategy – Having self-explanatory UX

About half of startups surveyed said it was too hard. Most prospects find you easier to retain once you have explained everything to them.

There should always be an initial prompt indicating the start. Once the user knows where to start and how to navigate products, then it's time for the onboarding process.

Great User Interface is: Once the user knows where to go and how to navigate.

Great UX means users know exactly what they're getting when they sign up for any new product. Great Usability means that you have made sure that people are interested in their products.

Giving the customer a set of options

This tactic works well if you provide a solution to a highly populated market. Most customers are probably already familiar with your product.

Many may skip a step and go for an exploration of the product.

A person with no previous knowledge about a particular product can go to a detailed walkthrough to discover its benefits and to learn how it functions for them.

In conclusion, it ends with a crucial feature use.

Use customer feedback to improve

It is easy to be defensive when customers give constructive feedback but feedback is valuable in retaining customers. By promoting these relationships you will strengthen their partnership and encourage them to continue to work with you. You should be confident in telling your clients that their voices are heard and that you use their suggestions to improve your work. Show them this relationship with you would strengthen their relationship and continue working together with you.

Build social profiles to develop multiple ways of interacting.

The more touchpoints you have with your clients the easier it is for them to keep staying engaged. Create a robust social platform so your customers know that you are around so they can get in touch wherever they want. Obviously, social media is not strictly a retention strategy but is actively encouraging sales to your SaaS and their customers. It's also a good way to increase engagement. Higher engagement has been found to be one of the best ways to reduce churn rates.

Treat loyal customers to a surprise


Business relationships are an opportunity to delight, impress and deliver exceptional customer service. By surprising loyal customers with a simple thank you card, small gift or free upgrade, they will know that you value their patronage. They will reward you with their continuing businesses. You won't have to spend much on upgrades to enjoy a good gift. You could surprise your customers with gift cards by surprise or even a small boost to their loyalty.

Educate customers right away

For B2B customers, training and communication are essential in the onboarding process. Give customers video instructions, send them invitations and send them newsletters for their attention. These little educational guides are going to tell them how to achieve a good profit from their product. This loyalty will reward you. In order to make your customer happy you need to train them on how to use your product. For further information please see the link.

Build trust with social proof

Almost all SaaS customer retention efforts are founded on real proof of social proof. Never hesitate to reach out to happy clients for their opinion about your work. So you can remind them of all the stuff you do for them and it helps them see that they are good in your team. Share your feedback by creating a testimonial website. This way you can demonstrate how your software can help others. You should also call to discuss how he has met with you.

Reassess your value proposition.

A value proposition that had achieved the goal of attracting a client should retain the client. In fact it is easy for you to use the contact forms through email with the customers in person which explains what the value of the offer. The more you show your worth the stronger they are going to believe, experience, and remain committed to the task. So in case the customer forgot the reminder remind them again you still should remind them o.

Raise your price.

A high price creates a sense of greater value to a customer. Engagement leads to longstanding client retention. You effectively sparked engagement and lessen the probability that a customer is able to cancel the deal. The engagement reduced the chances of customers canceling their plans. It's the Number 1 predictor of retention according to the author. It is fundamental to customer satisfaction and engagement is crucial.

Follow up on every interaction with the customer

Service requests and solutions usually look like these:Service requests and solutions. How does it affect the satisfaction of customers? You provide support for fixing issues besides making you happy for their customer. In the customer retention game solving problems are merely as important as satisfied customers say John Defterios of CNN.coms John Sutter: Do extra miles after you're satisfied.

Provide free training

The more complex your software the more the user will know its full potential. Offering free webinars or training sessions to help users gain an insight into what SaaS can be best for their business. These approaches feature many advantages in addition and can make a service attractive to the customer. These features can help reduce and eliminate user churn, according to experts.

Customer Retention Strategies for Your Marketing & Sales Departments

They are writing blogs and email campaigns, making calls to close deals and sell. Their actions reflect the way you position a brand and the type of client they want to attract. We will focus on the efforts of individuals who all day and spread the good word about your product. How do you store a product?

The importance of positioning and retaining customers – Customer Retention Strategy

Positioning is the context in which your product is presented to a customer. Positioning begins with how you convey why you are and what you can expect. Your marketing strategy depends on your product positioning. They also asked SaaS executives the names of copywriting pros that helped sell their SaaS offerings and how it worked for customers. How you can convince consumers that you have something good on offer for Apple products? We ask for expert help in selling your products in an attractive way to acquire and retain their users. For example, Userpilot provides product growth tools and product growth tools for product teams.

Customer Retention Strateg – Repel Marketing

It is also possible to retain certain customers groups with much higher costs and only bring about a large CAC without the positive ROI. Excluding unqualified customers may have caused your MR to take a tad bit of a blow to the ground at first though it would develop more of a loyal customer base for long-term growth. It also lets you focus on people that are most important for your growth strategy. Be thoughtful and prosper for years to come. Be patient with people and pick your ideal customers, say Ahrefs. Free trials for example might discourage some people from going to buy from someone who has waited so that someone can pay.

Conversion Copywriter to B2B and SaaS

Marketing becomes the mouthpiece of the companies and will set expectations about future events in the organization. Marketing should continue even after sales. Too often after customers get their attention it seems that their mind is made up. Marketing must work to ensure the experience will match its promise and be effective with all areas of the organization. It may sound like giving the client the opportunity to get the information about new offers that were made available or better options that would help them and/or help them find a better place to shop. You have yet to target the customers you already have.

Create a retention team.

Creating the employee retention team proves your customer retention is really important for them. A retention team provides you specialized resources to engage with clients. The more aggressive you take on this problems you'll be able to retain customers. Tell it to the retention team.

Consider a loyalty program.

A loyalty program does not have to be costly or complicated. Simple rewards like occasional discounts or gift cards can help users understand that they are appreciated. You'll be surprised if a simple loyalty program keeps customers returning or keeping up with you.

Article written by James Baker

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