Ways for Software Companies to Keep Customers Around

Customer brainstorming is a key performance indicator that software software-as-a-service (SAAS) companies need to track and manage. When churning occurs, customers stop using the product or service, move on to a competitor, or switch to an internal option.

As businesses grow, customer churning has become increasingly negative, as churning is usually a percentage of sales rather than a fixed number of customers.

Customers leave for three main reasons:

You are not using the product. Consumers may stop using the product if they do not understand how it works, do not need it, are losing important functionality for use, or have an alternative at home.

You are not satisfied with the product or service. A product that lacks functionality, moves slowly, or is riddled with errors, will drive customers away, especially if it is more expensive than other options.

Your business or budget will run out.

Related: High churning can crash and burn your business

Here are 10 tips to help you keep track of your customers:

1. Redevelopment of account managers as customer success managers

Account managers need to move beyond responsive customer support to ensure and maximize customer success. This includes taking into account their success goals and KPIs, their internal stakeholders, as well as success and other factors.

2. Focus on attractive services for the group

Crime is the best defense, and it focuses on customer success teams solving problems and understanding customer suffering and fulfilling desires. This will reduce clutter and increase the number of improvements.

3. Collect and analyze data

Measure when and how the product is being used and set alarms when things go south. It is recommended to cross the "Consumer Health" scorecard that takes into account data points such as usage volume and frequency (total number and rate of change / trend), number of support tickets and number of support tickets opened, contact frequency with customers, known complaints and Dissatisfaction, payment history or no payment, etc.

4. Carefully monitor customers on board

Most problems start at the beginning of boardboarding, when the deployment project is finished and usage has not yet begun. Some customers get stuck there and can’t get started. It is important to define internally that the deployment project phase ends not only when users actually use the system, but also when they use the system. It is recommended to talk to the customer after 30 days and 90 days to make sure things are on the right track.