increasing adoption & retention of saas and cloud apps
DESCRIPTION
The adoption of SaaS and Cloud solutions can sometimes be more challenging and harder to swallow than traditional enterprise software implementations -- and it\’s a critical factor in long-term customer retention.Even more importantly, from the vendor\’s perspective, in some cases it may take customers up to 12 months to fully understand and utilize new apps -- making it ever more important to onboard new customers and provide ongoing adoption resources to build reference-able, long-term customer relationships -- cause this is a service business after all.In this 30 min recorded webinar, you\’ll learn general tips, best practices and ideas around implementing effective customer adoption and retention strategies at a Software as a Service company?Download the PPT for this presentation at http://bit.ly/oxpfpn. Co-presented by Rob Kingyens from KeyStone OnDemand (www.keystoneondemand.com) and Matt Childs from DreamSimplicity (www.dreamsimplicity.com).TRANSCRIPT
13% Churn Rate on average for SaaS apps.
18-Months Payback to recover customer acquisition cost.
35-Months Payback for SaaS apps with 50%+ growth rate.
According to OPEXEngine 2010 SaaS Benchmarking Report:
What if you could reduce these numbers by 30% or more?
* Source: OPEXEngine 2010 Private Saas Benchmarking Report
1 !
Lead Gen & Acquisition!
2 !
Setup & On-boarding !
3 !
Adoption & Training !
4 !
Performance Support !
5 !
Renewal & Retention !
First 3-6 Months! 6+ Months !
* Source: Fleming's VAK/VARK model (wikipedia)
Classroom! Live, personal touch, upsell $, cert. Fixed time, travel, high $, scalability.
Onsite Class! Live, 1-on-1 training, upsell $, cert. Fixed time, travel, high $, scalability.
Web Courses! 24/7, engaging, on-demand,
structured, scalable, upsell $, cert.
Must stay current to be relevant,
front investment to long ROI.
Type ! PROs! CONs !
FAQ’s! 24/7 access to common questions. Static, not engaging, unstructured.
Blogs ! Current, just-in-time info. Random, unstructured, dated.
Newsletters! Covers most popular topics. Passive, periodic content.
Articles! 24/7, searchable, problem/solution. Static, not engaging.
Screencasts! 24/7, engaging, on-demand. Old content, unstructured.
Webinars! Live, Q&A, adapts to app. Fixed time, passive, high $, scalability. Bet
ter
G
oo
d !
Tactile Auditory Visual !
Bes
t!
Keyword Searchable Content!
Role-based Courses !
Popular Solutions !
Progress Tracking!
Visual, Auditory Learning Tutorials !
Structured, On-demand Learning!
Quiz Assessments, Interaction!
Searchable, Performance Support!
On-demand Video Tutorials !
Drill-down by Content/Courses !
Drill-down by Groups !
Filter by Status, Date, Customer, etc!
Category/Course Level Reporting!
Customer/User Level Reporting!
Workflow-based Automated Communication!
Targeted, Permission-based Emails !
Training Activity Reporting!
User/Asset Level Reporting!
