SaaStr

JANUARY 11, 2024

and so deeply embedded in the fabric of our customers’ businesses that they’d never churn. Sometimes in great ways — forcing B2C subscription businesses to relentlessly provide a great end-user experience. Well, we do all track NRR, churn and hopefully GRR too. To be so valuable, so cost-effective.

Retention 321

Retention B2C B2B Churn 321

User Pilot

OCTOBER 31, 2024

A product analytics strategy is essential for any business looking to make informed decisions about product development and user experience. Plus, there are many reasons why you need a product analytics strategy: Aligns product development with user needs and business goals. Why should you have a product analytics strategy?

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

USIO

MAY 16, 2024

This means users can make and receive payments without leaving the platform, providing a smoother and more efficient user experience. Integrating payments offers numerous benefits, including: Enhanced User Experience: Users can complete transactions without leaving your application.

Payment Services 263

Payment Services Payments Merchant Services Payment Solutions 263

SaaStr

JANUARY 22, 2021

Organic expansion grows through self-serve sign-ups and user invites. The churn rate becomes more predictable based on usage sentiment. Today, much of the customer experience happens within the product. Delivering immersive product experiences is the key to retention and growth. User experience = product experience.

Scale 290

Scale New CTO CTO Acquisition 290

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction?

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

SaaStr

SEPTEMBER 5, 2022

But by progressively pushing different models in front of customers, users’ retention rate and spending within the product should increase. PLG companies are constantly fearful of high churn rates, and for good reason. But by building stickiness within the product, churn should steadily decrease.”. Secret #4: Stickiness.

Sales Recruiting 290

Sales Recruiting Business Pricing Churn 290

User Pilot

OCTOBER 10, 2024

When done well, it can be the difference between a user becoming a loyal customer or churning after the first week. It asks users multiple questions that in the end don’t matter and only serve to fatigue users. Despite this, Mailchimp’s onboarding offers valuable insights for improving user experiences.

Onboarding 105

Onboarding SaaS Software Communication 105

SaaStr

NOVEMBER 3, 2022

They deliver fantastic design flexibility and a great user experience, combining granular control on design elements with handy features like editing content directly in mobile view. You get a complete overview of your global subscriber base; MRR, ARPU, ASP, churn and LTV are presented in a beautiful and easy to use dashboard.

Payments 264

Payments Payment Services GCP(Google Cloud Platform) Payment Solutions 264

SaaStr

MAY 30, 2024

From a PLG perspective, if you make it easy for users to start using your product, any interaction with a rep or customer service person is a bad user experience. Churn Prediction You want to be able to identify at-risk customers, especially when your company is focused on revenue preservation.

Scale 305

Scale AI Search Azure Sales 305

User Pilot

SEPTEMBER 26, 2024

When they faced challenges with customer churn , they turned to Userpilot. The company faced a month-on-month churn rate of 3%. Results : By leveraging NPS surveys , Unolo was able to reduce its churn rate by 0.5% Reducing customer churn was one. Their month-on-month churn rate of 3% was too high. Book a demo!

Churn 105

Churn Education Product Marketing Customer Support 105

SaaStr

JUNE 7, 2019

Despite the hyper competition, many SaaS providers take their organization’s payment processing experience for granted. Whether we want to admit it or not, payments can play a big and often unseen role in contributing to or reducing customer churn. Creating seamless customer experiences. Reducing Churn.

SaaS Payments 236

SaaS Payments Payment Services Payment Methods Payment Solutions 236

User Pilot

JANUARY 2, 2025

Its purpose is to measure how easy it is for users to complete key actions and identify areas for improvement in the user experience. Optional additional feedback: Users can share extra context or suggestions in a free-text field, making the feedback actionable. Survey examples: Asana churn survey.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

Intercom, Inc.

OCTOBER 18, 2021

Popular metrics like churn rate and conversion rate inform product strategy and help various company stakeholders to understand a product’s value. Without additional metrics focusing on user experience, the analytics team will miss out on crucial inputs to decisions the product team is making”. What are product metrics?

Metrics 269

Metrics Customer Lifetime Value User Experience Engagement 269

Clouded Judgement

JULY 12, 2024

At the end of the day these investments might not immediately result in better business outcomes (ie more revenue), but they certainly lead to better end user experiences. And very well may lead to better “other” metrics like retention or churn.

Cloud 288

Cloud AI Investment User Experience 288

User Pilot

MARCH 9, 2025

Usability testing: Observe users as they interact with your product to identify usability issues and collect feedback on user experience. E.g., Identify navigation issues in your analytics dashboard based on real-time user interactions. Suppose the business goal is to reduce overall churn by 15% within the next quarter.

SaaS 83

SaaS Social Media Interviewing Scale 83

Intercom, Inc.

JUNE 11, 2019

“The content on your product welcome page should be consistent with what users experience elsewhere” The content on your product welcome page should be consistent with what users experience elsewhere. The way customers engage with your product out of the gate is hugely impactful on whether users churn or not.

Engagement 203

Engagement Onboarding Scale Social Media 203

User Pilot

JULY 16, 2024

While your SaaS company’s success depends on several elements, the most crucial ingredient will always be your product experience. Providing a great product experience helps SaaS companies reduce churn and improve product management metrics like customer satisfaction and customer lifetime value.

SaaS 105

SaaS User Experience Churn Onboarding 105

SaaStr

JULY 25, 2023

Customer Success Managers : Professionals focused on customer success, onboarding, and support can learn how to enhance customer satisfaction and reduce churn. Product Managers : Those responsible for developing and managing SaaS products can benefit from sessions about product development, user experience, and customer feedback.

ChatGPT 189

ChatGPT AWS SaaS CTO 189

Intercom, Inc.

APRIL 23, 2019

Simply signing up users means nothing if you’re not helping them understand how they can actually achieve what you’ve promised. Even the strongest customer testimonials won’t prevent churn if people don’t understand how to use your product. Done poorly, your hard-won user can quickly become a churn statistic.

Onboarding 199

Onboarding Strategy Underperforming Technical Team Outsourced Development 199

User Pilot

FEBRUARY 4, 2025

Free to paid conversion rate This user metric measures the percentage of users who upgrade from a free trial to a paid plan. The free to paid conversion rate is a metric for assessing your onboarding and initial user experience. User retention rate formula. Customer churn rate formula.

Metrics 59

Metrics Scale Software Review Churn 59

User Pilot

NOVEMBER 18, 2023

In short, user path and product analysis are a necessity for all product managers trying to design a smooth user experience. So let’s look at how you can use user path analysis to your advantage. Be on the lookout for any areas of friction because happy paths are meant to be error-free frictionless user experiences.

Software Review 105

Software Review User Experience Customer Lifetime Value Churn 105

User Pilot

JULY 2, 2024

Tracking customer behavior improves marketing, enhances user experience , and boosts customer satisfaction and loyalty. Use predictive analytics on user data to forecast churn. Monitor with a churn prevention dashboard to improve retention. This enhanced customer experience through direct communication.

Business 105

Business Forecasting User Experience Churn 105

Intercom, Inc.

JUNE 23, 2020

Businesses who embrace the Conversational Support Funnel by choosing a messenger-based support strategy, and investing in Proactive and Self Serve support, are growing faster, seeing happier customer scores, and lower churn. The user experience of these tools has never been more important. Easy to access, easy to use.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

User Pilot

SEPTEMBER 10, 2024

TL;DR Digital adoption : Ensure users extract full value from your product features by measuring active users, feature usage, and product stickiness. Customer onboarding : Enhance the onboarding process using personalized experiences, checklists , and in-app guidance. Creating a CES survey with Userpilot.

Management 111

Management Strategy Technical Review Software Review 111

User Pilot

MAY 20, 2024

Regularly collect and act on customer feedback to improve the user experience. Use predictive analytics to identify and proactively address potential churn risks. Personalized onboarding experiences focus on specific user needs and introduce only features and information relevant to their use cases. The result?

Retention 105

Retention Strategy Sales Recruiting Scale 105

User Pilot

MARCH 10, 2024

In either case, monitoring and analyzing user behavior patterns can help drive more user engagement and minimize churn. TL;DR User behavior patterns refer to the common behaviors people demonstrate while using an app. Behavioral analysis aims to identify these trends to improve the user experience.

User Experience 105

User Experience Payment Features Trends Engagement 105

Stax

MARCH 18, 2025

This is what SaaS applications call “user churn,” and it can affect their monthly recurring revenue (MRR) , as well as their annual recurring revenue (ARR). Churn rate. Churn is the percentage of customers that end their subscriptions within a certain amount of time. Customer lifetime value. Activation rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

APRIL 16, 2024

Understanding how end-users interact with your product is crucial to identifying user experience bottlenecks. It also helps identify better ways to engage users. When combined with product analytics , end-user behavior monitoring can help you boost product usage and retention rates. Book a demo now to get started.

User Experience 105

User Experience Engagement Trends Churn 105

User Pilot

MAY 20, 2024

To design an effective SaaS customer experience, you need to remove the barriers that prevent users from realizing the value of your product. But how exactly can you build a seamless user experience that increases product engagement and growth? A/B tests different in-app flows to optimize the customer experience.

Software Review 105

Software Review SaaS Churn Engagement 105

User Pilot

MARCH 12, 2024

When left unaddressed, feature drop-offs lead to user dissatisfaction and result in churn. This article helps you identify and eliminate them by answering the following questions: Why do users stop using certain features? How can you identify drop-offs with product analytics and user surveys? Churn rate.

Underperforming Technical Team 104

Underperforming Technical Team User Experience Retention Scale 104

FastSpring

JUNE 3, 2021

After signing up, most users will cancel, deactivate, or never log in and use the free account. In other words, they churn. And unless you send out a post-trial survey, there’s a good chance you’ll never know why that user didn’t complete a purchase. But sometimes we need to jump out of the data and focus on user experience.

Onboarding 148

Onboarding Pricing Churn User Experience 148

User Pilot

MAY 1, 2024

This article provides a step-by-step process to elevate your product experience from “good enough” to “superb”. TL;DR Digital product experience encompasses all customer touchpoints and interactions with a digital product across its lifecycle. It’s also not the same as user experience.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Retention Scale 105

Intercom, Inc.

FEBRUARY 20, 2018

Not only was this experience smooth and friction free, I experienced real value during my first login, which is crucial. This is the gold standard of in-product onboarding experiences. Only then can you have a fluid, frictionless, unified onboarding user experience. This is contextual onboarding content at its best.

Onboarding 223

Onboarding Systems Review Education Software Review 223

User Pilot

DECEMBER 23, 2023

New user retention is essential for product success. It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. Book the demo!

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

User Pilot

FEBRUARY 29, 2024

User behavior analytics helps you understand how users engage with your SaaS. By digging into the user flow data, you can spot friction points and identify improvements to enhance the user experience. In this article, we answer the question: how does user behavior analytics work? Reduce customer churn.

SaaS 105

SaaS User Experience Churn Retention 105

User Pilot

SEPTEMBER 21, 2023

TL;DR Behavioral analytics or user and entity behavior analytics is a data analysis process that focuses on understanding how users interact with your product. This information can then be used to improve the user experience, optimize in-app flows , and boost retention. Poor UI design, complex forms, bugs, etc.,

Payment Features 105

Payment Features Customer Lifetime Value User Experience Churn 105