Cloud computing is generally categorized as software-as-a-Service (SaaS), PaaS, and Iaas. The most popular of these is the Software as a Service (or “Saas”) model in which applications are hosted by service providers for their users to access via the Internet.
Many businesses and vendors have switched to the SaaS model of software delivery because it is cheaper, more feasible, and easier than traditional Software. However, what really matters, in this case, are how customers use the product rather than just new sales or renewals.
To avoid the loss of customers after bulk sign-ups, it is important to consider what motivates them.
Reason One: Failure To Give Customers Effective Solution
One of the reasons why software companies fail to retain their customers is because they do not provide a solution that users need. Some don’t solve existing problems, while others offer solutions that people either already have or just don’t want.
When customers have multiple options, they can easily switch to other providers. This is why it’s important not to sell your services if you cannot help them reach their goals.
Reason Two: Onboarding Process did Not Go Smoothly
In order to keep a user from canceling their subscription, onboarding is key. The first interaction with the product should be helpful and not frustrating or confusing. It will also show them how they can benefit from using it.
One way to avoid this is by personalizing the onboarding process. For example, when a new user signs up for your product, they should receive tailored guidance throughout the process.
Reason Three: Customer Support System that’s Ineffective
SaaS companies should not focus solely on selling their product. They need to keep in touch with the customer and provide them with a great user experience.
It is also important for companies to make sure that they are communicating the right things at the right time. This will avoid communication gaps which can lead to frustration and wasted time.
Reason Four: Poor Management
The management has a significant role in the success of any SaaS product. This is because they are responsible for creating a roadmap, getting funding, and developing marketing strategies that will allow them to succeed.
If you want to create a certain type of customer experience, your staff needs to know how to do their jobs effectively.
Reason Five: Too Much Focus On Numbers
Some companies put too much emphasis on the numbers and forget that they are looking at a small picture. They equate an increase in users with product success, but this is not always true because some people do not like to use their products or renew them.
It’s always good to find out why a customer has chosen not to continue with your service or buy from you. Data may point in one direction, but speaking directly will help identify the root of any issues.
This bond is what makes the difference between renewing or not.