[{"data":1,"prerenderedAt":221},["ShallowReactive",2],{"blog-category-customer-retention-1":3},{"posts":4,"pagination":165,"availableTags":167,"currentTag":188},[5,43,65,93,138],{"id":6,"uuid":7,"title":8,"slug":9,"html":10,"comment_id":11,"feature_image":12,"featured":13,"visibility":14,"created_at":15,"updated_at":16,"published_at":17,"custom_excerpt":18,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":20,"authors":21,"tags":29,"primary_author":36,"primary_tag":37,"url":38,"excerpt":18,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":8,"og_description":18,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":41,"meta_description":42,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a7148700019806b0","9ca99c7a-2df6-4d74-b7d5-5c7343d17286","Why Should You Care About Your Customer Retention Metrics","why-should-you-care-about-your-customer-retention-metrics","\u003Cp>Customer retention rate formulas and other customer retention metrics are important for every business.\u003C\u002Fp>\u003Cp>It is vital to understand more about customer retention before you get into retention management.\u003C\u002Fp>\u003Cp>Retention is the biggest parameter that tracks the loyalty of customers. The higher your \u003Cstrong>\u003Cstrong>average customer lifespan\u003C\u002Fstrong>\u003C\u002Fstrong> and the lower your \u003Cstrong>\u003Cstrong>churn rate\u003C\u002Fstrong>\u003C\u002Fstrong>, the better it is for your business. Find out more about these aspects in the article.\u003C\u002Fp>\u003Cp>This article discusses the ability of any business to keep the same customers for a long time. Several sub-parameters come into play in this context.\u003C\u002Fp>\u003Cp>These include loyal customer count, repurchase behavior, and customer satisfaction. Other aspects include engagement levels. Customer retention metrics are usually in sync with the first transactions of customers. They also include customer retention instances like subsequent purchases and recommendations.\u003C\u002Fp>\u003Cp>Once there is suitable measurement for retention, businesses may use these inputs likewise. They can execute data analysis for all the components\u002Fmetrics to find the situation on the ground. \u003C\u002Fp>\u003Cp>CRM customer retention initiatives are, thus, vital for organizations. What everyone should remember is that loyal customers work wonders for businesses.\u003C\u002Fp>\u003Cp>It is not only about business or revenue growth; acquisition costs are way higher for new customers than retaining existing ones. At the same time, loyal customers are more likely to recommend your brand. They may also transform into brand ambassadors if they are emotionally connected to your company.\u003C\u002Fp>\u003Ch2 id=\"measurement-of-metrics-for-vital-customer-retention\">Measurement of Metrics for Vital Customer Retention\u003C\u002Fh2>\u003Cp>Some of the most crucial \u003Ca href=\"https:\u002F\u002Fwww.paddle.com\u002Fblog\u002F10-essential-saas-customer-retention-metrics?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">customer retention metrics\u003C\u002Fa> to calculate the customer retention rate are as follows:\u003C\u002Fp>\u003Col>\u003Cli>The count of customers in the pool at the start of the initiative (S).\u003C\u002Fli>\u003Cli>Customer base at the conclusion of the period (E).\u003C\u002Fli>\u003Cli>The count of newer customers that the business could acquire over a specific time period (N).\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The customer retention rate formula for calculation is E-N\u002FSx100. Suppose a company has 20000 new customers at the start and 50000 after any time frame. The number of new customers that the company could acquire over any duration is around 30000. Hence, based on the formula, the retention rate is 100%.\u003C\u002Fp>\u003Cp>Once you know this rate, you can start focusing on retention management and building a solid customer retention strategy.\u003C\u002Fp>\u003Ch2 id=\"what-are-the-customer-retention-metrics-that-you-should-track\">What are the Customer Retention Metrics That You Should Track?\u003C\u002Fh2>\u003Cp>Here are some of the \u003Cstrong>\u003Cstrong>customer retention metrics \u003C\u002Fstrong>\u003C\u002Fstrong>that you should keep tracking.\u003C\u002Fp>\u003Cp>Understanding metrics for customer retention help increase repeat purchase rate by keeping at its crux the customer expectations.\u003C\u002Fp>\u003Cp>Once you get an idea of what they are, you will automatically understand why these retention metrics matter. We'll also talk about some customer retention examples while discussing this.\u003C\u002Fp>\u003Ch3 id=\"1-customer-retention-rate\">1. Customer Retention Rate \u003C\u002Fh3>\u003Cp>The formula for calculating the most important metric is already mentioned above. The higher the customer retention rate, the better your chances for progress. You will know the percentage of customers being retained by the business.\u003C\u002Fp>\u003Cp>You should also learn the calculation procedure for your customer retention rates with simple formulas and accordingly design a better customer retention strategy.\u003C\u002Fp>\u003Ch3 id=\"2-customer-churn\">2. Customer Churn \u003C\u002Fh3>\u003Cp>One of the vital metrics for customer retention, the \u003Cem>\u003Cem>churn rate\u003C\u002Fem>\u003C\u002Fem> means the rate at which you are losing customers. While some customers may stop subscriptions or transactions, a large revenue churn rate is alarming.\u003C\u002Fp>\u003Cp>It shows that you are not doing enough to fix the slide. If the churn rate crosses 5-7%, it means that you should get down to understanding why it is happening. \u003C\u002Fp>\u003Cp>The churn rate gives you an idea of the average customer lifespan. The formula for calculating churn rate is the following:\u003C\u002Fp>\u003Ch3 id=\"3-yearly-churn-rate\">3. Yearly Churn Rate \u003C\u002Fh3>\u003Cp>The yearly churn rate is calculated taking in mind the amount of customers at the beginning of the year minus the customers at the end of the year divided by the customers at the starting of the year. \u003C\u002Fp>\u003Cp>Suppose you have 4000 customers at the beginning of the year and 10000 by the close of the year. Hence, the yearly churn rate will stand at 1.5%.\u003C\u002Fp>\u003Ch3 id=\"4-existing-customer-revenue-growth-rate\">4. Existing Customer Revenue Growth Rate \u003C\u002Fh3>\u003Cp>It indicates the rate at which you are generating revenues from customer success initiatives.\u003C\u002Fp>\u003Cp>A higher rate indicates that your sales, marketing, and account divisions are working together.\u003C\u002Fp>\u003Cp>It is one of the essential \u003Cstrong>\u003Cstrong>customer retention metrics\u003C\u002Fstrong>\u003C\u002Fstrong> that you can calculate with this formula- \u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cem>\u003Cem>Growth rate of revenues\u003C\u002Fem>\u003C\u002Fem> \u003Cem>\u003Cem>on a monthly basis\u003C\u002Fem>\u003C\u002Fem> \u003Cem>\u003Cem>= (The run rate for revenues by the close of the month - the same figure at the start of a month) \u002F MRR at the inception of the same \u003C\u002Fem>\u003C\u002Fem>m\u003Cem>\u003Cem>onth.\u003C\u002Fem>\u003C\u002Fem>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>In this case, suppose your MRR is Rs. 5 crores at the month's end and Rs. 2.5 crores when the month begins. In this case, your revenue growth rate is 1%.\u003C\u002Fp>\u003Ch3 id=\"5-repeat-purchase-ratio\">5. Repeat Purchase Ratio  \u003C\u002Fh3>\u003Cp>It tracks the rate of customers returning for subsequent purchases. It is the percentage of buyers coming back to your organization for purchases. It indicates customer loyalty wonderfully.\u003C\u002Fp>\u003Cp>The formula for calculation is the following\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cem>\u003Cem>Count of Returning Customers \u002F Count of Total Customers\u003C\u002Fem>\u003C\u002Fem>. \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>So if you have 10 lakh returning customers and 50 lakh total customers, then your repeat purchase ratio is 0.2%.\u003C\u002Fp>\u003Ch3 id=\"6-product-return-rate\">6. Product Return Rate  \u003C\u002Fh3>\u003Cp>For those selling physical products, this is one of the biggest \u003Cstrong>\u003Cstrong>customer retention metrics\u003C\u002Fstrong>\u003C\u002Fstrong> available. It measures the portion of total units that comes back to you after sales.\u003C\u002Fp>\u003Cp>Keeping this figure at zero is the ultimate goal for any company. This is the formula- \u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cem>\u003Cem>Count of Units Sold That Were Later Returned \u002F Total Count of\u003C\u002Fem>\u003C\u002Fem> \u003Cem>\u003Cem>Units Sold\u003C\u002Fem>\u003C\u002Fem>.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Suppose you have 1 lakh units sold that were returned and 10 lakh units in total sales, then the rate is 0.1%.\u003C\u002Fp>\u003Ch3 id=\"7-net-promoter-score-nps-\">7. Net Promoter Score (NPS)\u003C\u002Fh3>\u003Cp> NPS is one of the vital \u003Cstrong>\u003Cstrong>customer retention metrics \u003C\u002Fstrong>\u003C\u002Fstrong>that you cannot ignore. It tracks customer satisfaction and the likelihood of customers recommending you to others. It is a great indicator of loyalty to your brand.\u003C\u002Fp>\u003Cp>You can always contrast your NPS with the growth rate of revenues and customer churn rates. You can ask your customers a simple question for calculation- \u003Cem>\u003Cem>How likely are you to recommend us to others? \u003C\u002Fem>\u003C\u002Fem>You can tabulate answers on a scale of 0-10. Suppose 7 is your average score out of all the responses. Then your NPS is 70%.\u003C\u002Fp>\u003Ch3 id=\"8-time-spent-between-purchases\">8. Time Spent Between Purchases \u003C\u002Fh3>\u003Cp>One of the other \u003Cstrong>\u003Cstrong>customer retention metrics \u003C\u002Fstrong>\u003C\u002Fstrong>that matter immensely is this one. What is the time between two purchases of a customer? The calculation formula depends on monitoring the dates of purchases for all your customers.\u003C\u002Fp>\u003Cp>You can leverage \u003Cstrong>\u003Cstrong>CRM customer retention \u003C\u002Fstrong>\u003C\u002Fstrong>tools for this purpose. Add each customer’s average purchase rate. Once you have the total of all the purchase rates, divide this figure by the total repeat customer count. Do not include new customers in the calculation.\u003C\u002Fp>\u003Cp>For example, suppose the average purchase rate for one customer is once every 10 days while it is one time every 5 days for another. The repeat customer count here is 2. Now the figure is 7.5 days.\u003C\u002Fp>\u003Cp>These are some of the top \u003Cstrong>\u003Cstrong>customer retention metrics \u003C\u002Fstrong>\u003C\u002Fstrong>that are essential for any business. Keep tracking them meticulously to stay ahead of the growth curve. Customer education is one of the biggest pillars of retention. You can take professional guidance for creating how-to and learning videos for customers.\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\" rel=\"noopener noreferrer\">Trainn\u003C\u002Fa> is a one-of-a-kind solution to help you come up with easy and cutting-edge videos for better engagement and learning. You can get 360-degree visibility into the impact of your customer education strategy.\u003C\u002Fp>\u003Cp>Get insights at each stage with a video analytics dashboard. Other tools include tech-stack integration and learner-based tracking. Marketing, customer success and support teams can be engaged and their performance tracked with Trainn's intuitive platform.\u003C\u002Fp>\u003Cp>Customer education will contribute immensely to your retention rates while arresting the churn rate. It will also ensure higher engagement levels of customers. Trainn helps you track customer education ROI along with variables like customer engagement, customer behavior, and progress.\u003C\u002Fp>","6489a73f1c2fd7062ba90d22","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F06\u002F17-Statistics.png",false,"public","2023-06-14T11:40:47.000+00:00","2023-10-31T06:45:11.000+00:00","2023-06-14T11:53:00.000+00:00","What’s your customer retention rate formula? Here are some indispensable customer retention metrics that you should care about.",null,"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fwhy-should-you-care-about-your-customer-retention-metrics\u002F",[22],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},"6a348563a714870001980624","Sinduja Krishnakumar","sinduja","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F03\u002FScreen-Shot-2023-03-31-at-7.41.15-PM.png","I am an AI slayer who Batmans her way to humanize content with the help of algorithms and SEO. Currently revamping customer education with Trainn.","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsinduja\u002F",[30],{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"6a348564a714870001980646","Customer Retention","customer-retention","Customer retention is the art of fostering enduring relationships, nurturing loyalty, and continuously exceeding expectations to keep customers coming back for more. These blogs will tell you how to strike the sweet spot with your customers to have them asking for more.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-retention\u002F",{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"https:\u002F\u002Fblog-api.saastube.io\u002Fwhy-should-you-care-about-your-customer-retention-metrics\u002F",5,true,"Customer Retention Metrics Are Essential for Every Business","What’s your customer retention rate formula? Here are some integral customer retention metrics that you should care about.",{"id":44,"uuid":45,"title":46,"slug":47,"html":48,"comment_id":49,"feature_image":50,"featured":13,"visibility":14,"created_at":51,"updated_at":52,"published_at":53,"custom_excerpt":54,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":55,"authors":56,"tags":58,"primary_author":60,"primary_tag":61,"url":62,"excerpt":54,"reading_time":39,"access":40,"comments":13,"og_image":19,"og_title":46,"og_description":54,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":63,"meta_description":64,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198067b","659e30fc-8348-42ba-a6d6-1d731c5453b4","5 Customer Retention Strategies you Need for your B2B business in 2023 (with examples)","5-b2b-customer-retention-strategies-with-examples","\u003Cp>Whether you take your coffee with two shots and no sugar or with a jittery heart as the whiff of coffee passes, you will know what Starbucks is. \u003C\u002Fp>\u003Cp>But \u003Ca href=\"https:\u002F\u002Fpromotedigitally.com\u002Fstarbucks-is-a-bank-macdonlads-real-estate\u002F?ref=blog-api.saastube.io\">‘Starbucks is not what it seems,’ claims an article from 2022\u003C\u002Fa>, which digs deeper into the company's origins, started by Jerry Baldwin, Gordon Bowker, and Zev Siegl. What was initially created to trade coffee beans and tea leaves grew into a global chain of coffee houses, but that is something everyone knows. The article scrutinizes a little-known fact about Starbucks that people do not pay much attention to. \u003C\u002Fp>\u003Cp>It is claimed that the deposits made on Starbucks Loyalty cards are greater than those of some of the biggest banks on wall street. The article further explores how the money deposited into the card can only be used to make purchases from Starbucks and cannot be withdrawn. \u003C\u002Fp>\u003Cp>Apart from this system opening up an avenue for easy interest-free cash flow for the company, the reward system has helped multiple customers repeat purchases for extra points and lucrative personalized gifts that can be redeemed. \u003C\u002Fp>\u003Cp>Starbucks' loyalty program is an excellent retention strategy that benefits the company and its customers.\u003C\u002Fp>\u003Ch2 id=\"why-should-you-focus-on-customer-retention-now\">Why should you focus on customer retention now?\u003C\u002Fh2>\u003Cp>The intensity of customer retention strategies depends on the stage of the company. While it is advisable to look at retention from day one, Shopify came up with a graph to decode the level of importance companies of different sizes need to place on retention, which would help positively impact their revenue.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002FXpGIbBWvrK6BuvZu3z6HDDLkuuRa2qXyRrel_MOGZLbUilc6Y_Bb2z35X9ViZ4nEnmXhceEw8oYX4Og--_UQkg2vJP42hAi1yqh26GqycNGnnxZLemqAALvg_5GRtH9R-uGJDydfZbC3LlgVIHVJg1zGuOpjpwymSnn-sAS1WJ1Dh0gdspLoHQDK7lqpvg\" class=\"kg-image\" alt loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>While you can focus on retention campaigns and one-off rewards when you build traction, full-fledged retention strategies like loyalty programs would benefit as the company gets well established. This is also when you have time and the budget to accommodate this.\u003C\u002Fp>\u003Ch2 id=\"5-customer-retention-strategies-with-examples\">5 customer retention strategies with examples\u003C\u002Fh2>\u003Cp>You Mon Tsang, the CEO of Churnzero, which helps companies manage other companies, got the box seat view into the upcoming recession. In a \u003Ca href=\"https:\u002F\u002Fhbr.org\u002F2022\u002F12\u002Fin-a-downturn-focus-on-existing-customers-not-potential-ones??ref=blog-api.saastube.io\">recent Harvard Review article\u003C\u002Fa>, he elaborated that focusing on existing customers is the best way to cope with the dwindling acquisition and leaking churn that we are to witness in 2023.\u003C\u002Fp>\u003Cp>This got us thinking if your customers threatened to churn today, what can you do to retain them?\u003C\u002Fp>\u003Ch3 id=\"1-surprise-your-customers-by-being-empathetic\">1. Surprise your customers by being empathetic\u003C\u002Fh3>\u003Cp>Customer data’s unheralded benefits lie in letting businesses be more human. Knowing your customer’s spending patterns can help you understand them.\u003C\u002Fp>\u003Cp>Take the example of McDonald’s.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002Fgl1HhQjc2ZvM_8yKGDg-7EoFJw6fNRP21NheFWr9KnYrV4r0VVGakWEwsLM9uvE3W_XNwyHWPlCwjWccxf1k44tqxaD81V0HfmN_Ngfrlzmi-KmlLdotPlDF5TjL0OZISel85Rb0JmXXdP4FU2Opp0nHOrEee1QrKehF9D2obyHwaNVx6j7d1CxDftnbZg\" class=\"kg-image\" alt=\"Mc Donald's customer experience\" loading=\"lazy\">\u003Cfigcaption>Source: Jay Parekh LinkedIn\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>A small timely handwritten\u002Ftyped-out message can strike a chord with your customers.\u003C\u002Fp>\u003Cp>Offer your customers gifts and discounts from time to time. Surprising your customers will make them feel good and motivate them to share the news, which leads to good reviews and word-of-mouth marketing.\u003C\u002Fp>\u003Ch3 id=\"2-start-at-customer-onboarding-\">2. Start at customer onboarding.\u003C\u002Fh3>\u003Cp>The \u003Ca href=\"https:\u002F\u002Fwww.customersuccesscollective.com\u002Fthe-state-of-customer-retention-2022\u002F?ref=blog-api.saastube.io\">Customer Success Collective\u003C\u002Fa> interviewed 86 SaaS professionals from around the globe, with 88% from B2B SaaS.\u003C\u002Fp>\u003Cp>They found that 84% highlighted customer onboarding as one of the customer retention strategies. \u003C\u002Fp>\u003Cp>A good onboarding process keeps the customer engaged from step one, helping them understand the value of your product and, in turn, use it to its full potential. But it is also essential to provide the correct information to the right people during onboarding and make the experience easy to access and understand.\u003C\u002Fp>\u003Cp>Trainn’s onboarding process is very straightforward and emphasizes people feeling free to ‘play around’ with the tool. It also marks a tick and a cross to denote the progress while showing explainer videos that help understand each step in precise detail. \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?_ga=2.54413224.1262289739.1673276686-1447369954.1657691803&ref=blog-api.saastube.io\">You can check our Trainn’s onboarding process to understand in detail.\u003C\u002Fa>\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"3-build-a-community-not-a-brand-\">3. Build a community, not a brand.\u003C\u002Fh3>\u003Cp>Most SaaS companies build a community around their products for four main reasons,\u003C\u002Fp>\u003Cul>\u003Cli>Support\u003C\u002Fli>\u003Cli>Communication\u003C\u002Fli>\u003Cli>Distribution\u003C\u002Fli>\u003Cli>Content hub.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>While most communities around SaaS lie in support, some of them overlap. Zapier, for example, has a community where people can share the zap automation recipes they have created. \u003C\u002Fp>\u003Cp>The level of exclusivity varies in these communities as some are open to everyone while others can be particular with specific rules. This decision is dictated by what your company expects out of its communities.\u003C\u002Fp>\u003Ch3 id=\"4-personalize-your-interactions-with-your-customers-\">4. Personalize your interactions with your customers.\u003C\u002Fh3>\u003Cp>Email marketing is one of the best avenues for customer retention. It can start with a ‘Thank you for availing our service’ to, ‘‘We miss you, here’s a coupon to continue to the paid plan,’ or ‘Here’s a new feature that made us think of you.’\u003C\u002Fp>\u003Cp>Customizing drip email campaigns based on user activity can help send a timely message to your users and lead them to the next action step.\u003C\u002Fp>\u003Cp>Crate & Barrel, a home furniture store, sends mail with related products to buy, cross-selling within their product range.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fc1xfSKoGcQiP7Ta9h4KXZx2WvKG-fU2RzedHxVXW1Q9EMnU6chu-X1zKpyi5pCuibygW5bpvaZFCsl9EpPpv5cVOMHLTMK6esYCVOPLxkFouSfJSTHSzrpzvnjPmRCkic3yX-OyHsu60noF9Lmo4pPdma2LQvbYLgxL8VIdxZ1KgDgAgPWk1LmS7AIa1pA\" class=\"kg-image\" alt=\"Omnisend\" loading=\"lazy\">\u003Cfigcaption>Source: Omnisend\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Another way of interacting with your customers is being active on social media and interacting with your followers. This makes them feel heard and builds a bond between the user and your company beyond the comments section of a post.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fe0gjyzWtMdfUfjFA75G4pXwlgIhPvsrD7Um2LsfF7ofanmI5JFdZKw7y3wyeq9I5Ix0ps_VuRriYK3NGmEzGqxI2Q4qdijXTIvB-gdQjJpeHOFKK9AtynYnfWLl4MAmEC_9ddsWu1Xxw1rq6xYbyPw1QRu3VKL31Mtq5V6OdIk6jUasnF9Mp0SxME6Ox8Q\" class=\"kg-image\" alt loading=\"lazy\">\u003Cfigcaption>Source: Saninsbury Twitter\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>And sometimes, it's okay to have fun with your customer service experience as Sainsbury did.\u003C\u002Fp>\u003Ch3 id=\"5-keep-track-of-the-metrics\">5. Keep track of the metrics\u003C\u002Fh3>\u003Cp>The recent report by \u003Ca href=\"https:\u002F\u002Fwww.customersuccesscollective.com\u002Fthe-state-of-customer-retention-2022\u002F?ref=blog-api.saastube.io\">Customer Success Collective\u003C\u002Fa> noticed that SaaS always keeps a close eye on retention metrics. In fact, a majority of the respondents track their metrics weekly.\u003C\u002Fp>\u003Cp>Three of the critical metrics to track concerning retention would be\u003C\u002Fp>\u003Cp>Churn rate: which helps you understand the customers you have lost in a particular period.\u003C\u002Fp>\u003Cp>\u003Cstrong>Churn rate = Total Customers lost during x time\u002F Total Customers at the start * 100\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Customer lifetime value: this refers to the total amount of money a customer will spend on your business throughout their tenure with you.\u003C\u002Fp>\u003Cp>\u003Cstrong>CLTV = customer value x average customer lifespan \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Net promoter score: it is a measure of the satisfaction of your customers.\u003C\u002Fp>\u003Cp>A net promoter score of above 50 is good, while a score above 80 is said to be world-class by Bain & Co. It is usually calculated by subtracting the % of promoters from the % of detractors.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002F7O6ZRamW2Gud0adtM0KRWfwUIXS0OEJMhvnrK4mSHj24a1rXpWHHBjFsaTHSqioSI2j3hGZEvvUg1oPEdxbTJhcJtz5H6Dp3UdvztW8qgGCzs6mwGpm4Z3Bhft3Dx1nrP1VMP3SE70bEs0UEfD-gw1CMxXA8A7LNyL-ab-rOyzCA_SzBQNKgTi0QADBfxw\" class=\"kg-image\" alt loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>But there are many other metrics that companies use and above are some of the top metrics businesses in SaaS find solace in.\u003C\u002Fp>\u003Cp>For SaaS businesses, a 35% retention rate is good. However, it all comes down to how one calculates retention and the metrics they use that matter to their business. Overall, a company should be wary of its health and the general feeling of the customers concerning its offerings. \u003C\u002Fp>\u003Cp>An omnichannel customer education plan would support customers with the correct information through all means. Let’s grab a coffee and discuss how customer education can help your company’s retention.\u003Cbr>\u003C\u002Fp>","63cf9bac71a28704ea4598c3","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FCustomer-Retention-5-05.png","2023-01-24T08:49:48.000+00:00","2023-09-14T07:55:41.000+00:00","2023-01-24T09:00:59.000+00:00","Starbucks is not what it seems. The recession is fast approaching. How do B2B SaaS companies survive in an era of low customer acquisition and churn.","https:\u002F\u002Ftrainn.co\u002Fblog\u002F5-b2b-customer-retention-strategies-with-examples\u002F",[57],{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},[59],{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":23,"name":24,"slug":25,"profile_image":26,"cover_image":19,"bio":27,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":28},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"https:\u002F\u002Fblog-api.saastube.io\u002F5-b2b-customer-retention-strategies-with-examples\u002F","5 Customer Retention Strategies your B2B Business Needs in 2023 ","What are some customer retention strategies that your business can use today to help you in 2023? Check out a few tips in our blog, along with examples.",{"id":66,"uuid":67,"title":68,"slug":69,"html":70,"comment_id":71,"feature_image":72,"featured":13,"visibility":14,"created_at":73,"updated_at":74,"published_at":75,"custom_excerpt":76,"codeinjection_head":19,"codeinjection_foot":77,"custom_template":19,"canonical_url":78,"authors":79,"tags":85,"primary_author":87,"primary_tag":88,"url":89,"excerpt":76,"reading_time":90,"access":40,"comments":13,"og_image":19,"og_title":68,"og_description":76,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":91,"meta_description":92,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a714870001980677","16a74d4c-bc88-4c4f-a3c9-87fe5b7cce4a","Scuba Diving Into The Importance of Customer Retention","customer-retention-importance","\u003Cp>Have you taken pictures while scuba diving?\u003C\u002Fp>\u003Cp>Most people try and fail to take good pictures when it comes to scuba diving. Until they discover a secret: they can't stay still underwater but can hold onto nearby objects to steady themselves. Same way businesses try and fail. And here the secret is—giving your customers something to hold on to.\u003C\u002Fp>\u003Cp>Sadly, only \u003Ca href=\"https:\u002F\u002Fwww.invespcro.com\u002Fblog\u002Fcustomer-acquisition-retention\u002F?ref=blog-api.saastube.io\">18% of companies\u003C\u002Fa> focus on retaining their existing customers, while 44% focus on acquiring new customers.\u003C\u002Fp>\u003Cp>Who doesn’t want to grow an extensive customer base? Is getting new customers the key to growth?\u003C\u002Fp>\u003Cp>Indeed all, and yes.\u003C\u002Fp>\u003Cp>Growing a more extensive customer base can be thrilling, but retaining customers can make a difference in the growth of your business. But how?\u003C\u002Fp>\u003Cp>Gear up; let’s dive.\u003C\u002Fp>\u003Ch2 id=\"what-is-customer-retention\">What Is Customer Retention?\u003C\u002Fh2>\u003Cp>It’s always better to know the sea before we dive into it, so let’s see what customer retention is.\u003C\u002Fp>\u003Cp>Customer retention is about building strong customer relationships, providing value in every interaction, and building loyalty that inspires repeat purchases. In simple words, customer retention refers to the ability of businesses to hold on to their customers for an extended period.\u003C\u002Fp>\u003Cp>Suppose a grocery store gets a customer to make repeat purchases for a longer period; that is customer retention.\u003C\u002Fp>\u003Cp>Hope that explains how the sea looks. Now it's time—masks on for a deeper dive.\u003C\u002Fp>\u003Ch2 id=\"why-is-customer-retention-important\">\u003Cstrong>Why is Customer Retention Important?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>“Late for work? We got you!” Uber’s alert notification at 9:32 a.m. is a part of its retention marketing (marketing to existing customers). Why are they focused on existing customers too?\u003C\u002Fp>\u003Cp>According to \u003Ca href=\"https:\u002F\u002Fmedia.bain.com\u002FImages\u002FBB_Prescription_cutting_costs.pdf?ref=blog-api.saastube.io\">Brain & Company\u003C\u002Fa>, a 5% increase in customer retention can increase revenue by 25%. That’s not all.\u003C\u002Fp>\u003Cp>Here are five reasons why customer retention is important.\u003C\u002Fp>\u003Ch3 id=\"strengthens-customer-relationships\">\u003Cstrong>Strengthens Customer Relationships\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When you retain loyal customers, you are more likely to build a strong relationship with them over time. This relationship further helps you unearth data that helps you understand what your customers prefer and sets the blueprint for growing your raving fans amidst customers.\u003C\u002Fp>\u003Cp>The\u003Ca href=\"https:\u002F\u002Fsegment.com\u002Fstate-of-personalization-report\u002F?ref=blog-api.saastube.io\"> latest Segment report\u003C\u002Fa> says 49% of customers are more likely to remain in business because of personalized experiences.\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002F-1M1L9WOI6IbvA2o1eAtTpz-3lnzPKbxP-ovkvaRnbi7NsxSRk_uP2Mi5hhoo4Y89AnuxRraxK0wZhm92vFLGGkweB_6KA1EK070Z7L1SKri71QjbjL_3U834hJfUVS-nmJNNiGbtcQG1dB03VRmvUx_gJYFEZwQAqizkxzSRpQ8ieIbwatyU3YD2bPC\" class=\"kg-image\" alt=\"Customer Retention Importance: Sephora Landing Page\" loading=\"lazy\">\u003Cfigcaption>Source: Sephora\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Sephora is a renowned e-commerce beauty company known for \u003Ca href=\"https:\u002F\u002Fwww.sephora.com\u002Fbeauty\u002Fprivacy-policy?ref=blog-api.saastube.io#HowSephoraUsesInformation\">personalizing its customer experience\u003C\u002Fa> with data and building strong customer relationship.\u003C\u002Fp>\u003Cp>For instance, when a user buys regular products for frizzy hair. Sephora's notifications like, “Frizzy hair? Try [Serum].” intrinsically tempts the user to make a purchase. A study also says that Sephora's repeat users spent \u003Ca href=\"http:\u002F\u002Fwvuseoandanalytics.blogspot.com\u002F2014\u002F12\u002Fsephora.html?ref=blog-api.saastube.io\">15 times more than the average user\u003C\u002Fa> because of their personalized experience.\u003C\u002Fp>\u003Ch3 id=\"creates-customer-expansion-opportunities\">\u003Cstrong>Creates Customer Expansion Opportunities\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer expansion means providing additional value to your existing customers, which in turn helps increase your revenue.\u003C\u002Fp>\u003Cp>As discussed, the longer you retain customers, the more data you know about them. This opens the door to selling additional products and makes users upgrade or buy relevant add-ons to their existing plans.\u003C\u002Fp>\u003Cp>Upselling not only helps the user get the right deal but also helps us generate more revenue when customers stick around longer. Technically, your product's \u003Cstrong>LTV \u003C\u002Fstrong>(Life Time Value - the total revenue generated from a customer) increases.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002Fmo0tWs-Ika5V2vjiP-YcelnVPYmpSsCDGOO_kRXpHKfIatCW-SAjbWag2RT4chZ2M5yblMCo0F3L8_5B3coNO85aKFouMyPTG4tzmMUfWqM6kphRBaB_uHm7wW-U82xBq9DC06QGCBWLWUCx-hDXtjXtmhFEsGMjKac38AlisO52TgfgK6A5OwbOnpJ4_A\" class=\"kg-image\" alt=\"Customer Retention Importance: Grammarly application\" loading=\"lazy\">\u003Cfigcaption>Source: Grammarly\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fapp.grammarly.com\u002F?ref=blog-api.saastube.io\">Grammarly\u003C\u002Fa>, a cloud-based typing assistant, shows its free users why a premium plan might be more useful to them based on the usage data. This aids in converting existing free customers to paid subscribers, increasing the LTV.\u003C\u002Fp>\u003Ch3 id=\"reduces-marketing-costs\">\u003Cstrong>Reduces Marketing Costs\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.saas-capital.com\u002Fblog-posts\u002Fspending-benchmarks-for-private-b2b-saas-companies\u002F?ref=blog-api.saastube.io\">SaaS Capital's 2022 Spending Benchmarks\u003C\u002Fa> reports that the median annual sales and marketing spending percentage at 26%. In contrast, marketing to existing customers requires a lower budget as it eliminates the need to introduce your product, create brand awareness, and so on.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh6.googleusercontent.com\u002FqEbe4E1hOpaoecedY_ypDZkpz9Qzi5bzazG4YnNo8hY7IV3kOw8_Ft3RVMUAUBZurILLFMIIOvq1Y7MRX5Ix5skecnvljS8gJRjCDcxDi2eJa8C1ybgnvr9zNj2bdRSv_Yejr66vazjHwHVIoA09Wep-fb0ehXyyzw3DZQEcXq5biAOD0OW90sQDGYuEiA\" class=\"kg-image\" alt=\"Zappos Loyalty program\" loading=\"lazy\">\u003Cfigcaption>Source: Zappos\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.zappos.com\u002Fabout\u002F?ref=blog-api.saastube.io\">Zappos\u003C\u002Fa>, an online retailer, launched ‘Zappos Rewards’ in 2010 as a part of their customer retention strategy. The Zappos Rewards program offered members free expedited shipping and other perks, such as early access to sales and exclusive product offerings.\u003C\u002Fp>\u003Cp>According to \u003Ca href=\"https:\u002F\u002Fwww.forbes.com\u002Fsites\u002Fbryanpearson\u002F2016\u002F10\u002F21\u002Fzappos-rewards-and-online-loyalty-5-ways-digital-retailers-excel-at-rewards\u002F?sh=35c115a7f33d&ref=blog-api.saastube.io\">Forbes,\u003C\u002Fa> the program had successfully retained customers and reduced the company's marketing expenses. Here’s how?\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh4.googleusercontent.com\u002FJ_DvZlX6epH6zA_C_RyGD_8kSQr-FeAawPDIR5dQyh_eIZiljaHRk7DFuSc_ddj89qsierX0S2R7XG96hb5OyjydZqp-BiEO6nte6IkVbfWj9nZjZ1zpSWw2xsBtTmqOF4YwQlRauxpwIAMdN90AHe0qv2rjO52vEqLAqGaPq72xuTNXhQk3SqLpRiNOfQ\" class=\"kg-image\" alt=\"Zappos rewards program\" loading=\"lazy\">\u003Cfigcaption>Source: Zappos\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Unlike “Stand a chance to win iPhone 14” (a typical reward program that most customers don’t engage in as it seems impossible), the Zappos rewards program was promising and feasible. For every dollar spent, the user gets 10 points. This motivated customers to make repeat purchases to reach higher levels.\u003C\u002Fp>\u003Cp>Also, Zappos promoted Zappos rewards on their website. That means zero cost on other marketing channels.\u003C\u002Fp>\u003Ch3 id=\"increase-brand-advocacy-and-referrals\">\u003Cstrong>Increase Brand Advocacy and Referrals\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When your customers have a positive experience with your company and are satisfied with your products or services, they are more likely to recommend your company to their friends and family.\u003C\u002Fp>\u003Cp>This type of word-of-mouth marketing can help you acquire new customers at a lower cost than traditional marketing channels, reducing marketing expenses and increasing profitability.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Flh5.googleusercontent.com\u002Fpf0PFuyvB2cy5F0drOt6x56TdQ2uYjRXMADy8pg_v6j2_j_HGkNvP61xHn5GJrnBtZSoRNHP6waQs-Yt3oin2wKGUpmS7mVCP18_l3s5UxPvc1_4OZYMgqgpRO2PLgB_rt_TIm2Jq-O2Sqz8ukn0KQG5n0bZ59HCUXfYLXw7pOppdp7iqb0isw4FiLTX7A\" class=\"kg-image\" alt=\"Manuka Doctor's Referral Program\" loading=\"lazy\">\u003Cfigcaption>Source: Manuka Doctor\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.manukadoctor.com\u002Fpages\u002Floyalty-hive?ref=blog-api.saastube.io\">Manuka Doctor\u003C\u002Fa>, a manuka honey brand, noticed that referred customers had a \u003Ca href=\"https:\u002F\u002Floyaltylion.com\u002Fcustomers\u002Fmanuka-doctor?ref=blog-api.saastube.io\">16% higher customer lifetime value\u003C\u002Fa> than customers acquired from other means.\u003C\u002Fp>\u003Cp>Also, regarding SaaS, since customers are potential reviewers, you can depend on them to provide higher reviews on G2 Crowd, Capterra, SaaS Genius, etc., with the right motivation.\u003C\u002Fp>\u003Ch2 id=\"bringing-it-all-together\">\u003Cstrong>Bringing It All Together\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Customer retention is crucial for the success of any business. Retained customers are more valuable because they increase revenue, tell others about our business, and give us helpful feedback to enhance our products and services.\u003C\u002Fp>\u003Cp>By prioritizing customer retention, businesses can reduce the costs of acquiring new customers, increase customer loyalty and satisfaction, and build a strong foundation for long-term growth.\u003C\u002Fp>\u003Cp>To effectively retain customers, you can focus on educating them about your products and services because educated customers are more likely to remain in business. Connect with \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa> to know more.\u003C\u002Fp>","63bd3c1071a28704ea4596f1","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2023\u002F01\u002FBlog-image-Customer-Retention.jpg","2023-01-10T10:21:04.000+00:00","2023-09-14T08:24:14.000+00:00","2023-01-10T17:20:00.000+00:00","Every business strives to acquire new customers. But customer retention is crucial to growth. Let's learn what customer retention is and why it is so necessary.","\u003Cscript type=\"text\u002Fjavascript\">\n$(document).ready(function() { \n    $(\"a\").each(function(){\n        if(this.href.indexOf(window.location.host) == -1) {\n            $(this).attr(\"target\", \"_blank\");\n        }\n    })\n});\n\u003C\u002Fscript>","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-retention-importance\u002F",[80],{"id":81,"name":82,"slug":83,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":84},"6a348563a714870001980625","Sudhersan Sugavanam","sudhersan","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsudhersan\u002F",[86],{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":81,"name":82,"slug":83,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":84},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},"https:\u002F\u002Fblog-api.saastube.io\u002Fcustomer-retention-importance\u002F",4,"What is Customer Retention and Why Is It Important?","SaaS businesses need to attract new customers, but they also need to retain existing ones. Read on to learn why customer retention is important.",{"id":94,"uuid":95,"title":96,"slug":97,"html":98,"comment_id":99,"feature_image":100,"featured":13,"visibility":14,"created_at":101,"updated_at":102,"published_at":103,"custom_excerpt":104,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":19,"authors":105,"tags":111,"primary_author":131,"primary_tag":132,"url":133,"excerpt":104,"reading_time":134,"access":40,"comments":13,"og_image":19,"og_title":19,"og_description":19,"twitter_image":135,"twitter_title":19,"twitter_description":19,"meta_title":136,"meta_description":137,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198066c","c693d562-572e-4681-afd9-f0d3fc338a2b","Accelerating product adoption beyond the first session","accelerating-product-adoption-beyond-the-first-session","\u003Cp>Wish you and I were selling air conditioners. We could call it a day after the adoption stage (fit it and forget it!) and make ourselves an appreciation cocktail!\u003Cbr>Alas! We’re into the SaaS business and have to sell the same product to the same user again and again! (Renewals. duh!) Sounds like a groundhog day, doesn’t it? And if you’ve been following \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002F?ref=blog-api.saastube.io\">Trainn’s blog\u003C\u002Fa> for a while now you know that we’ve been preaching that adoption is a never-ending process, at least not at the moment of purchase\u002Fsale. \u003C\u002Fp>\u003Cp>The new buyer who was absolutely in awe of your product this week can easily top your churn chart next month. Probably all that it took to convince them was a slightly better product at a better price! \u003C\u002Fp>\u003Cp>All the lessons we taught you on taking your customers to that “aha” moment as soon as possible, to help your customer get the most out of your product, was probably something very simple, very basic. Unfortunately, your product’s actual value might not be as obvious to your customers as it is to you. The feature you thought would show them value might not be unique enough or convincing to make them stick around.\u003C\u002Fp>\u003Cp>That brings us to pay attention to the next logical steps. Now that you have deduced a stellar adoption strategy, you need to think about a post-adoption strategy:  think about your stickiest features — something deeper, sophisticated, and, harder to adopt. These are the features that hold the true value of your product, making it difficult to reject and replace. \u003C\u002Fp>\u003Ch3 id=\"so-how-to-drive-adoption-pre-and-post\">So how to drive adoption? Pre and Post\u003C\u002Fh3>\u003Cul>\u003Cli>You’re walking home from the office and this very \u003Cstrong>new signboard\u003C\u002Fstrong> gleaming with pop colors and lights grabs your attention. “La Pâtisserie”- the newest bakery in town opens tomorrow, right next door.\u003C\u002Fli>\u003Cli>You walk up to your room, \u003Cstrong>search \u003C\u002Fstrong>for the bakery \u003Cstrong>online\u003C\u002Fstrong> - Ah! there they are! \u003Cstrong>browse through their offerings\u003C\u002Fstrong> and you’re already in love with the menu and \u003Cstrong>want to explore more\u003C\u002Fstrong>.\u003C\u002Fli>\u003Cli>It’s morning and you drag yourself out of the bed, half-asleep, getting a whiff of freshly-baked muffins. Those muffins are your only \u003Cstrong>desire\u003C\u002Fstrong> for the next couple of minutes.\u003C\u002Fli>\u003Cli>And the \u003Cstrong>aha moment\u003C\u002Fstrong> has driven you to the store, \u003Cstrong>pay the cash,\u003C\u002Fstrong> and take your muffin home! \u003C\u002Fli>\u003C\u002Ful>\u003Cp>That's the four-steps for a bakery adoption process. Well, I bet that your product is more complicated than a muffin.  \u003C\u002Fp>\u003Cp>We discussed the different stages in the product adoption process in our \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fwho-owns-product-adoption\u002F?ref=blog-api.saastube.io\">last blog\u003C\u002Fa>. But how is the adoption process carried out to achieve the desired result of the activities at the end of each stage? \u003C\u002Fp>\u003Cp>Let’s take a closer look at how some of our favourite SaaS-stars are executing these 4 stages of an adoption cycle:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Awareness \u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Potential users are definitely unaware of your brand or product, given the number of new competitors entering the space each day. Let’s take a step back. In certain cases, your potential customer might be totally unaware of such a problem, or the importance of resolving it, or that a solution like yours exists. You are ideally looking at customers looking to find answers to questions like: What is it? and how can it be useful for me and my business? \u003C\u002Fp>\u003Cp>Remember, at this point, you are casting a wide net aiming for maximum exposure, connecting with your potential audience. \u003C\u002Fp>\u003Cp>Let’s take a look at how \u003Ca href=\"https:\u002F\u002Fbasecamp.com\u002F?ref=blog-api.saastube.io\">Basecamp\u003C\u002Fa> introduces its audience to the problem it solves for them:\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FBasecamp---Img1.png\" class=\"kg-image\" alt=\"Basecamp's value proposition on their website\" loading=\"lazy\" width=\"2880\" height=\"1644\">\u003Cfigcaption>Basecamp's messaging on their website\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Ah! I can’t imagine the clutter I’ve been swamped with, all these years. There are projects, emails, messages all over the place. Impossible, Stressful, and Difficult. There’s basecamp, to get more work done, quicker. Sounds interesting. Let’s know more. And that’s it. You are now aware and showing interest in a solution that might be the best to address your problem.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>The objective is to figure out and crack all the ways to appear where your potential customers might hang out or probably places they look for information.\u003C\u002Fstrong> \u003C\u002Fblockquote>\u003Cp>How can you raise awareness?\u003C\u002Fp>\u003Cp> 1. Provide a clear value proposition \u003C\u002Fp>\u003Cp>   Conduct surveys \u003C\u002Fp>\u003Cp>   Analyse your recursive patterns\u003C\u002Fp>\u003Cp>   Leverage your website to clearly convey your messaging and value \u003C\u002Fp>\u003Cp> 2. Outreach strategically\u003C\u002Fp>\u003Cp>   Use social media, emails\u003C\u002Fp>\u003Cp>   Create more SEO optimized landing pages\u003C\u002Fp>\u003Cp>   Leverage the power videos for outreach\u003C\u002Fp>\u003Cp>   Create your content strategy\u003C\u002Fp>\u003Cp>   Create memes \u003C\u002Fp>\u003Cp>   Take help from influencers\u003C\u002Fp>\u003Cp>   Offer a free trial\u003C\u002Fp>\u003Cp>2.\u003Cstrong> Interest\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cem>Hmm… sounds interesting…! How does it work? \u003C\u002Fem>\u003C\u002Fp>\u003Cp>Your potential from the audience collects information from your landing page, website, customer reviews, media publications, talks to your customer support team, or discusses with a friend who’s already using your product. \u003C\u002Fp>\u003Cp>Figuring out everything from features, functionalities, alternatives, price, plans, and trying to find a match, relevance, and ease of use and the learning curve. It is a possibility that they’ll leave you at that stage. it’s not you, not your product but the level of detailing and difficulty involved in explaining your product intuitively. \u003C\u002Fp>\u003Cp>Adding to this, your products are usually for multiple audience types. And this makes it harder at the interest stage to show how optimized your product is for each one of these groups. There’s a thin line between being the ideal solution and overloading with irrelevant tools. \u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.canva.com\u002F?ref=blog-api.saastube.io\">Canva\u003C\u002Fa> addresses this problem intuitively:\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FCanva---Img2.png\" class=\"kg-image\" alt=\"Canva's User Segmentation \" loading=\"lazy\" width=\"2876\" height=\"1584\">\u003Cfigcaption>Canva's onboarding based on user segmentation\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>Personalizing the product experience is the very first point of establishing a relationship with your customers. \u003C\u002Fp>\u003Cp>Your Netflix recommendations is another great example of this. \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>The objective is to identify and use segmentation to group your customers to create personalized journeys. Highlight relevant features, educate them to keep their attention and empower them with all the information they need to be successful. \u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Cp>What can you do to help customers consider your solution?\u003C\u002Fp>\u003Cp> 1. \u003Ca href=\"https:\u002F\u002Fmailchimp.com\u002Fresources\u002Fwhat-is-behavioral-targeting\u002F?ref=blog-api.saastube.io\">Use segmentation to personalize customer experience\u003C\u002Fa>\u003C\u002Fp>\u003Cp>   Segment users by your relevant use case\u003C\u002Fp>\u003Cp>   Create a personalized onboarding experience\u003C\u002Fp>\u003Cp> 2. Help customers with their decision process\u003C\u002Fp>\u003Cp>   Create how-to content for people just starting out\u003C\u002Fp>\u003Cp>   Educate users on topics you have expertise in\u003C\u002Fp>\u003Cp>   Stay engaged with your users throughout their interest phase\u003C\u002Fp>\u003Cp>   Leverage the power of videos\u003C\u002Fp>\u003Cp>3. \u003Cstrong>Evaluation and Testing\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cem>To buy or not to buy. That is the question!\u003C\u002Fem>\u003C\u002Fp>\u003Cp>All the drills above must now make sense to the customer and their inner voice must nudge them to try your product. We’re going back to \u003Ca href=\"https:\u002F\u002Fwww.canva.com\u002Flearn\u002F?ref=blog-api.saastube.io\">Canva\u003C\u002Fa> once again.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FCAnva-Video---Img-3.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2880\" height=\"1590\">\u003Cfigcaption>Canva's welcome video\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>The conversion stage is all about answering the questions your prospects have about your product or service — is this tool or business trustworthy, and will this service actually help me?\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FCanva-Tutorial-Gallery---Img-4.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2880\" height=\"1592\">\u003Cfigcaption>Canva's video tutorials\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>After watching these videos, the viewer should feel comfortable, get all their questions answered and gain confidence in Canva’s ability to meet their needs. \u003C\u002Fp>\u003Cp>Product videos, customer testimonials are some great ways to get better conversions. It’s an opportunity to win people over with relatable touchpoints and give them the extra mile out of the test drive.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>The objective is to offer the user a frictionless try-before-you-buy experience, pushing the paywalls post value creation. \u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>How to help customers in their evaluation phase?\u003C\u002Fp>\u003Cp> 1. Offer Free trials and have strategic capping\u003C\u002Fp>\u003Cp> 2. Help users reach the “Aha” moment of your product as quickly as possible\u003C\u002Fp>\u003Cp>   Build awareness and knowledge content through videos, walkthroughs\u003C\u002Fp>\u003Cp> 3. Personalise customer experience\u003C\u002Fp>\u003Cp>   Use tooltips, in-app nudges\u003C\u002Fp>\u003Cp>   Run targeted email campaigns\u003C\u002Fp>\u003Cp>4. \u003Cstrong>Adoption\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Acquiring a large pool of freemium customers might be an accomplishment in itself, but the real kick is in converting them into paying customers. Something going away for free can never bring you revenue and we are talking business here. So it all boils down to upselling. \u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.youtube.com\u002Fpremium?ref=blog-api.saastube.io\">Youtube!\u003C\u002Fa> We all love it. But what we don’t love are the ads that pop up in the middle of our favorite video. All our lives we’ve watched unlimited free videos and we’d never ever abandon YouTube to avoid those pesky advertisements. I’d rather pay a couple of dollars and forget ads!\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FYoutube---img-5.png\" class=\"kg-image\" alt loading=\"lazy\" width=\"2880\" height=\"1638\">\u003Cfigcaption>YouTube's Subtle upselling strategy\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cblockquote>\u003Cstrong>The objective is to refrain from having hard paywalls and hinting users more value for just a small price. This action is also an indicator that your customers adore your product and are willing to pay by choice.\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>How to promote adoption?\u003Cbr>\u003Cbr> 1. Never stop\u003C\u002Fp>\u003Cp> 2. Create a self-serve model to empower users\u003C\u002Fp>\u003Cp>   Create knowledge base\u003C\u002Fp>\u003Cp>   Leverage videos to onboard and educate\u003C\u002Fp>\u003Cp>   Incorporate in-app help widgets\u003C\u002Fp>\u003Cp> 3. Create user academy for comprehensive training and skill-building\u003C\u002Fp>\u003Cp>5. \u003Cstrong>Post Adoption\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cem>Surprise! Recall the air conditioner sale that you made? \u003C\u002Fem>\u003C\u002Fp>\u003Cp>Winning over your customers doesn't stop after…. Ever! In the post-adoption phase, your customers might be losing interest in your product, not using it as frequently as they once used to. \u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.intercom.com\u002Fblog\u002Fchurn-retention-and-reengaging-customers\u002F?ref=blog-api.saastube.io\">Reengagement is the magic wand\u003C\u002Fa> that keeps your journey with your customers going. Go beyond tips and tricks emails, and blogs and experiment with newer mediums like videos, webinars, or even demos. \u003C\u002Fp>\u003Cp>Now all of the million words above are as generic as they can get. And so is the product adoption strategy hack that you Google. To change and impact your product adoption, you have to track it. All your teams may huddle around the meeting room table to apply the 4 or 6 steps to the adoption process. \u003C\u002Fp>\u003Cp>But only your customer’s usage data will give you some real insights, red flags, and reasons for abandonment. \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>The objective is to reconnect with your customers while there is time before they lose interest in your product and churn out into the black hole. This is paramount to help you understand why your customers are inactive and to \u003C\u002Fstrong>\u003Ca href=\"https:\u002F\u002Flearn.g2.com\u002Fuser-retention-for-saas?ref=blog-api.saastube.io\">\u003Cstrong>improve retention rates\u003C\u002Fstrong>\u003C\u002Fa>\u003Cstrong> by sealing all the leakage. \u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>How to re-engage?\u003C\u002Fp>\u003Cp> 1. Develop a holistic retention strategy\u003C\u002Fp>\u003Cp>   Realign your marketing, sales, and customer success efforts to retarget\u003C\u002Fp>\u003Cp> 2. Make use of in-app elements like tooltips to consistently help customers \u003C\u002Fp>\u003Cp> 3. Get customer feedback, even from churned customers\u003C\u002Fp>\u003Cp> 4. Promote new features with announcements, email campaigns, videos, newsletters\u003C\u002Fp>\u003Cp> 5. Step up your support game, by adding proactive messaging systems to your app\u003C\u002Fp>\u003Cp> 6. Never go cold - Send off your churning customers with a door to re-enter anytime\u003C\u002Fp>\u003Ch3 id=\"wrapping-up\">Wrapping up\u003C\u002Fh3>\u003Cp>Collecting data to find where users convert and dropoff will give your team the right direction to fix points of friction, understand users better, and make their journey towards action faster, improving their overall experience. Implementing measures to understand the adoption process better will lead to better retention and growth of your business.\u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Cp>\u003C\u002Fp>\u003Cp>\u003Cbr>\u003C\u002Fp>\u003Cp>\u003C\u002Fp>","62340f13d9a9fa645f6a5f9f","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FBlog-3--2.png","2022-03-18T04:48:19.000+00:00","2023-04-01T14:43:07.000+00:00","2022-03-22T05:28:45.000+00:00","After deducing a stellar adoption strategy, you need to think about a post-adoption strategy:  think about your stickiest features — something deeper, sophisticated, and, harder to adopt. These are the features that hold the true value of your product, making it difficult to reject and replace.",[106],{"id":107,"name":108,"slug":109,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":110},"6a348563a714870001980623","Smita Ashok","smita","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fsmita\u002F",[112,118,124,130],{"id":113,"name":114,"slug":115,"description":116,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":117},"6a348564a71487000198063d","Product Adoption","product-adoption","Product adoption is the pivotal moment when users embrace and integrate a new product into their daily lives, marking the transition from curiosity to genuine value realization. These blogs will show you how you can achieve your customer's aha moment soon.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fproduct-adoption\u002F",{"id":119,"name":120,"slug":121,"description":122,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":123},"6a348564a71487000198063e","Customer Churn","customer-churn","Customer churn is the silent erosion of a business's foundation. With our blogs on churn, we want to remind businesses on how to nurture relationships and deliver value.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-churn\u002F",{"id":125,"name":126,"slug":127,"description":128,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":129},"6a348564a71487000198063f","Customer Journey","customer-journey","The customer journey is a dynamic expedition, filled with touch points and milestones, guiding individuals from awareness to advocacy, and revealing opportunities for meaningful engagement along the way. These blogs explore how each point of your customer journey can be made memorable for them.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-journey\u002F",{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":107,"name":108,"slug":109,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":110},{"id":113,"name":114,"slug":115,"description":116,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":117},"https:\u002F\u002Fblog-api.saastube.io\u002Faccelerating-product-adoption-beyond-the-first-session\u002F",7,"https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FBlog-3--1.png","Beyond product adoption ","Winning over your customers doesn't stop ever. In the post-adoption phase, re-engagement is the key to keeping your customers going on with their journey. ",{"id":139,"uuid":140,"title":141,"slug":142,"html":143,"comment_id":144,"feature_image":145,"featured":13,"visibility":14,"created_at":146,"updated_at":147,"published_at":148,"custom_excerpt":149,"codeinjection_head":19,"codeinjection_foot":19,"custom_template":19,"canonical_url":150,"authors":151,"tags":153,"primary_author":157,"primary_tag":158,"url":159,"excerpt":149,"reading_time":160,"access":40,"comments":13,"og_image":19,"og_title":161,"og_description":149,"twitter_image":162,"twitter_title":19,"twitter_description":19,"meta_title":163,"meta_description":164,"email_subject":19,"frontmatter":19,"feature_image_alt":19,"feature_image_caption":19},"6a348566a71487000198066b","b2669b2d-1439-4776-9c6b-36ea3e626d50","The dream team - Who owns product adoption?","who-owns-product-adoption","\u003Cp>It is one of those hair-on-fire moments where everyone across your Product, Customer Success, Support, Sales, and Marketing teams has their fingers crossed - The launch day. \u003Cbr>\u003C\u002Fp>\u003Cp>Whether it’s your brand new product or a key feature, all teams and key stakeholders are busy nailing your positioning and messaging, listing out launch activities, creating content, and so much more. Bringing your product to the market is intimidating and can be tricky.\u003Cbr>Your product is now out and is racking up some impressive wins. \u003C\u002Fp>\u003Cp>\u003Cbr>But….\u003Cbr>\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ffinancesonline.com\u002Fsaas-statistics\u002F?ref=blog-api.saastube.io\">Your product’s user adoption starts to paint a bleak picture in no time.\u003C\u002Fa> \u003Cbr>\u003C\u002Fp>\u003Cp>With so many different modules and features, understanding the full potential of your product or a new feature can be overwhelming to the user.\u003Cbr>\u003C\u002Fp>\u003Cp>As discussed in our previous blog, product adoption is essentially a customer’s journey in learning about a new product\u002Fservice, expressing interest in it, trying it out, evaluating it and purchasing it, and finally adopting the product\u002Fservice to use it to solve a problem it intends to. \u003Cbr>\u003C\u002Fp>\u003Cp>Now, this journey might be a “buyer’s journey” to the marketing team, “product lifecycle” to a product team, or “customer\u002Fuser adoption” to a customer success team. \u003Cbr>\u003C\u002Fp>\u003Cp>So what’s the actual process like and who are the stakeholders responsible for crafting this journey?\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"4-stages-of-the-product-adoption-journey\">4 stages of the product adoption journey\u003Cbr>\u003C\u002Fh3>\u003Cul>\u003Cli>Awareness\u003C\u002Fli>\u003Cli>Interest\u003C\u002Fli>\u003Cli>Evaluation and Testing\u003C\u002Fli>\u003Cli>Adoption\u003Cbr>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>However, when setting out to build a product adoption process, every department (both product and customer-facing), needs to examine and align their behaviors to build a successful process. Because we don’t want to put the cart before the horse.\u003Cbr>\u003C\u002Fp>\u003Cblockquote>For example, the type of goals, objectives, and metrics someone in an awareness stage has is completely different from what they’ll have in the adoption stage. In some companies, that journey begins with Marketing. And the marketing teams and customer success teams in most companies work in silos that jeopardize the customer’s experience that’s promised to them from the one actually delivered.\u003Cbr>\u003C\u002Fblockquote>\u003Cp>\u003Cbr>So each stage in the product adoption journey must align with the functional responsibilities of various departments and teams. Together, they can create a meaningful product adoption journey increasing user engagement and shortening the TTV.\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"what-s-the-adoption-process-like\">What’s the adoption process like?\u003C\u002Fh3>\u003Col>\u003Cli>\u003Cstrong>Product Awareness\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Anytime I had a cut or a wound I’d simply grab a \u003Cem>Band-Aid\u003C\u002Fem> to cover it up. I’d carry warm water in \u003Cem>Thermos\u003C\u002Fem>. When I need to search, I \u003Cem>Google\u003C\u002Fem> it!\u003C\u002Fp>\u003Cp>Did you notice something? The words above are “brands” not nouns or verbs. That’s brand awareness! \u003C\u002Fp>\u003Cp>It’s the very first stage of your product adoption journey. And more so with the lengthy B2B sales cycles, where awareness isn’t a one-time effort. It’s important to stay top of mind throughout the buyer’s journey - from initial research to the final purchasing discussions. From launch to every feature release, the customer must be aware.\u003Cbr>\u003Cbr>2. \u003Cstrong>Product Interest\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Once a customer considers buying your product, they level up to the second stage: Interest. One of the best and easiest experiments to consider here is just ask! This is especially applicable to the B2B space. There's little to no harm in calling a few existing customers to get some feedback on your product, feature in terms of how it appeals to them, any suggested improvements they would love, who among the trial users would like to pay up for a subscription. This can go a long way in gauging interest and developing the newer version of improvements. \u003Cbr>\u003C\u002Fp>\u003Cp>As your experiments give you a better idea of how widely your new product or feature might be adopted, a basic landing page, an in-app banner, and a short video can provide ways to help your prospects and existing customers reach out to you. \u003Cbr>\u003Cbr>3. \u003Cstrong>Evaluation and Testing\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>The next stage is when a customer knows what they want, and evaluates your new product or feature. With continuous development, SaaS companies need to keep their customers up-to-date closer to their purchase dates; using demos, walkthrough videos, tutorials, etc. It’s important to help customers make a long-term decision upfront so both the customer and you can benefit from better ROI.\u003Cbr>\u003Cbr>4. \u003Cstrong>Product Adoption\u003C\u002Fstrong>:\u003C\u002Fp>\u003Cp>Finally, the customer is all set to make a purchase. The customer chooses your product to fulfill his goals adopting it as the right solution. However, the customer might need high-touch customer support from their CSM or account manager to use your product to its full potential starting from an intuitive onboarding process. Once this is done, the customer is fully onboarded and integrates your product into his existing tech stack.  \u003C\u002Fp>\u003Cp>\u003Cem>You’ve now completed a product adoption cycle!\u003C\u002Fem>\u003C\u002Fp>\u003Ch3 id=\"who-s-responsible\">Who’s responsible?\u003Cbr>\u003C\u002Fh3>\u003Cp>\u003Cem>Your entire team.\u003C\u002Fem> \u003Cbr>\u003C\u002Fp>\u003Cp>While this might sound right theoretically, it’s important that all your departments work together continuously to \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fproduct-adoption-help-users-love-your-product-more\u002F?ref=blog-api.saastube.io\">measure all related metrics\u003C\u002Fa> and make sure that your customers are getting the right ROI they want from your product. \u003Cbr>\u003C\u002Fp>\u003Cblockquote>Product, Product Marketing, Sales and Marketing, Customer Success and Support teams must all work towards the same goals: raise awareness, drive product adoption, and secure business opportunities to grow your company. A strong product adoption strategy and implementation is a result of multiple simultaneous efforts. Just running ads won’t get you any far!\u003C\u002Fblockquote>\u003Ch3 id=\"crafting-a-meaningful-product-adoption-journey-is-a-team-game\">Crafting a meaningful product adoption journey is a team game\u003C\u002Fh3>\u003Col>\u003Cli>Product\u002F Product Management team\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cbr>The product management team holds responsibility for ideating and delivering a product and its features. The critical decision-making role owned by this team often determines the how, when, why, and what of your product and\u002For its features. They must and in most cases do take into consideration the market influence, in terms of their customer's needs and competitive landscape. They strategize and manage the feasibility and technical requirements of a product and its launch. The product management team is responsible for creating software that reduces the time-to-value for its customers through intuitive UI, the flexibility of the product, reliable and consistent performance\u003C\u002Fp>\u003Cp>2. PMMs and the Marketing team\u003Cbr>\u003C\u002Fp>\u003Cp>The marketing team is dynamic and impactful, responsible for driving awareness and promoting business and product(s). They own the GTM strategy, and design & author campaigns. \u003Cbr>Leverage research and competitor insights to develop product narrative, market, and customer segmentation and strategize growth. Strategize and create content, educate customers, promote thought leadership. These activities generate leads through demand generation campaigns and account-based marketing, enabling sales teams to further acquire new customers.\u003Cbr>\u003C\u002Fp>\u003Cp>3. Sales team\u003Cbr>\u003C\u002Fp>\u003Cp>For B2B businesses relationship building is critical, in order to be successful. Most companies rely on their sales teams to drive customer acquisition. With the right insights from the marketing team, the sales team focuses their actions on identifying the different decision-makers, their problems, and opportunities. \u003Cbr>\u003C\u002Fp>\u003Cp>With high-quality, relevant content for narratives, demos, and conversations from the marketing team, the sales team can take a shot at converting a new business opportunity into a deal, building and converting it into a long-term relationship through cross-selling and upselling by communicating value.\u003Cbr>\u003Cbr>4. Customer Success team\u003C\u002Fp>\u003Cp>The customer success team ensures your users get the maximum value out of your product. Their structured approach fuels revenue generation by increasing customer loyalty, better product reviews. \u003C\u002Fp>\u003Cp>The customer-facing nature of the CS team gives them a great opportunity to understand customer pain points, their thought process, usage patterns, feature requirements, and their reason for churning out. All this information and data can help your product team make educated changes to your product, helping your product to mature meaningfully.\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"4-tips-to-help-teams-increase-product-adoption\">4 tips to help teams increase product adoption\u003C\u002Fh3>\u003Cp>\u003Cbr>\u003Cbr>1. \u003Cstrong>Create strategic onboarding processes\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fp>\u003Cp>It’s extremely important to educate customers on how to use your product and that makes onboarding one of the biggest priorities for SaaS products. Onboarding should ideally focus on features they need to learn, based on the goals they aim to complete with quick wins that can get customers up to speed as fast as possible. Incorporating walkthrough videos, demos and in-app widgets are some intuitive ways to get started with a compelling onboarding. \u003Cbr>\u003C\u002Fp>\u003Cp>2. \u003Cstrong>Leverage the power of email marketing\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.campaignmonitor.com\u002Fcompany\u002Fannual-report\u002F2019\u002F?ref=blog-api.saastube.io\">Email marketing has a whopping ROI of $42 for every dollar spent.\u003C\u002Fa> Segmenting your users into well-defined mailing lists can help give your customers the little nudge needed to fully adopt your product.\u003Cbr>For example, sending a how-to video guide to a user who just completed a purchase might be the right way to leverage your emails. \u003Cbr>For a subscription-based service, sending out new offers, renewal reminders might be the tipping point to get them to renew and continue with your product.\u003Cbr>\u003C\u002Fp>\u003Cp>3. \u003Cstrong>Online Video training\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>One of the best mediums for creating and providing content and training to users and customers is video. Videos can be a major contributor to your efforts to build a product adoption strategy. Instructional videos, walkthroughs, demo videos, how-to’s, video knowledge base, video academy can be a great aid to offer self-serve to customers. \u003Cbr>\u003Cbr>4. \u003Cstrong>Creating an academy\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>A robust adoption strategy must incorporate ways to nurture users to strive for expertise while also building a community of expert users. Academy and certifications can provide learning resources and a way to increase the levels of competence and adoption among users by providing rewards, badges.\u003Cbr>\u003C\u002Fp>\u003Ch3 id=\"conclusion\">Conclusion\u003C\u002Fh3>\u003Cp>For most product companies, the emphasis on the product is on technology implementation. Though that is primary, what’s needed to grow and sustain your product and business is a plan to purposefully build adoption to increase the ROI for those using that technology.\u003C\u002Fp>\u003Cp>\u003Cem>In our next, we’ll talk about leveraging video as a part of a successful product adoption strategy.\u003C\u002Fem>\u003Cbr>\u003C\u002Fp>\u003Cp>\u003C\u002Fp>","622a3a24d9a9fa645f6a5ed9","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FBlog-2.png","2022-03-10T17:49:24.000+00:00","2023-09-14T09:04:50.000+00:00","2022-03-11T12:53:02.000+00:00","Each stage in the product adoption journey must align with the functional responsibilities of various departments and teams. Together, they can create a meaningful product adoption journey increasing user engagement and shortening the TTV","https:\u002F\u002Ftrainn.co\u002Fblog\u002Fwho-owns-product-adoption\u002F",[152],{"id":107,"name":108,"slug":109,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":110},[154,155,156],{"id":113,"name":114,"slug":115,"description":116,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":117},{"id":119,"name":120,"slug":121,"description":122,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":123},{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":107,"name":108,"slug":109,"profile_image":19,"cover_image":19,"bio":19,"website":19,"location":19,"facebook":19,"twitter":19,"threads":19,"bluesky":19,"mastodon":19,"tiktok":19,"youtube":19,"instagram":19,"linkedin":19,"meta_title":19,"meta_description":19,"url":110},{"id":113,"name":114,"slug":115,"description":116,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":117},"https:\u002F\u002Fblog-api.saastube.io\u002Fwho-owns-product-adoption\u002F",6,"Who owns product adoption?","https:\u002F\u002Fblog-api.saastube.io\u002Fcontent\u002Fimages\u002F2022\u002F03\u002FTwitter---Blog-Two.png","The dream team-Who owns product adoption?","Each stage in the product adoption journey must align with the functional responsibilities of various departments to create a meaningful impact.",{"page":166,"limit":160,"pages":166,"total":39,"next":19,"prev":19},1,[168,169,175,181,182,188,189,193,199,203,204,209,215],{"id":119,"name":120,"slug":121,"description":122,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":123},{"id":170,"name":171,"slug":172,"description":173,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":174},"6a348564a714870001980644","Customer Education","customer-education","Customer education empowers individuals to make informed decisions and extract maximum value from products and services. These blogs would help you spot different ways of doing so.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education\u002F",{"id":176,"name":177,"slug":178,"description":179,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":180},"6a348564a714870001980647","Customer Experience","customer-experience","Customer experience is the sum of all moments, interactions, and emotions that leaves an indelible impression, shaping the perception and loyalty towards a brand. These blogs will help you create a lasting impression on your customer.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-experience\u002F",{"id":125,"name":126,"slug":127,"description":128,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":129},{"id":183,"name":184,"slug":185,"description":186,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":187},"6a348564a714870001980643","Customer Onboarding","customer-onboarding","Customer onboarding is the art of setting the stage for success, seamlessly guiding new users into the realm of your product or service, and ensuring a smooth and delightful initiation. This is the first step to the customer education journey and these blogs will help you make a good first impression.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-onboarding\u002F",{"id":31,"name":32,"slug":33,"description":34,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":35},{"id":190,"name":172,"slug":191,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":192},"6a8d64776a3cde00011046c2","customer-education-2","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fcustomer-education-2\u002F",{"id":194,"name":195,"slug":196,"description":197,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":198},"6a348564a714870001980641","LMS","lms","LMS (Learning Management System) is the digital gateway to knowledge, enabling organizations to efficiently create, deliver, and track educational content, empowering learners to acquire skills and expertise at their own pace. These blogs will tell you how to set up an efficient LMS for success.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Flms\u002F",{"id":200,"name":201,"slug":201,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":202},"6a8d64776a3cde00011046c3","onboarding-video","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fonboarding-video\u002F",{"id":113,"name":114,"slug":115,"description":116,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":117},{"id":205,"name":206,"slug":207,"description":19,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":208},"6a9193cfb78148000171418c","Templates","templates","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Ftemplates\u002F",{"id":210,"name":211,"slug":212,"description":213,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":214},"6a348564a714870001980642","Video Creation","video-creation","Video creation is the art of storytelling brought to life through moving images, sound, and emotion, captivating audiences and leaving a lasting impact in the digital realm. These blogs will tell you how to make the best videos that keep your users engaged when it comes to learning about your product.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-creation\u002F",{"id":216,"name":217,"slug":218,"description":219,"feature_image":19,"visibility":14,"og_image":19,"og_title":19,"og_description":19,"twitter_image":19,"twitter_title":19,"twitter_description":19,"meta_title":19,"meta_description":19,"codeinjection_head":19,"codeinjection_foot":19,"canonical_url":19,"accent_color":19,"url":220},"6a348564a714870001980645","Video Hacks","video-hacks","Trainn's video hacks are tried and tested. These creative shortcuts and techniques unlock the power of visual storytelling, elevating the quality, engagement, and effectiveness of video content.","https:\u002F\u002Fblog-api.saastube.io\u002Ftag\u002Fvideo-hacks\u002F",1792757844529]