You’re lucky and you don’t even know it. With a SaaS business, you already know that your customers want to hear from you. They’ve signed up for your service, which means they’re interested.
Pity then our poor sales brethren, who are picking up the...
Not checking in with people after sign-up because you think your product simply speaks for itself? You’re setting yourself up to lose customers.
As Neil Patel from Kissmetrics points out, businesses often spend much more energy on optimizing conversions than on optimizing customer retention. It’s like that common mental trap of how we approach time: we always want more of it but fail to change how we spend the time we have.
For SaaS and subscription-based businesses, customer retention is an ongoing process of sales, marketing, and engagement. Think about it — one of the greatest boons of such business models is regularly recurring revenue. But the important flipside to remember is that means there are regularly recurring chances for people to churn.
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