Tag Archives | customer lifecycle management

How a Simple Three-question Survey Tripled the Activation Rate of “No-Show” Users

Reactivation Through User Nurturing

User nurturing can have a big positive impact on both adoption and customer success, as we’ve discussed in earlier research alerts. But user nurturing can also be critical to retention. Like so many customer dynamics, churn starts gradually—and if left unnoticed, it can develop into issues that are impossible to resolve. Assuming you’ve been able to achieve your implementation and adoption milestones, any customer and revenue churn usually starts with user churn. User churn (i.e., loss of users) is when individuals start to drift away from using your solution. At renewal time, this drop in usage results in seat churn (i.e., loss of quantity on renewal), which is the first loss of revenue. Ultimately, further usage drops can result in […]

User Nurturing with a Twist—and Why It’s Critical to Customer Success

In a perfect world, we’d like to see all provisioned users become loyal users—but the reality is that even getting a majority of users to adopt (let alone become loyal users) can be a struggle. At the same time, reaching majority adoption is critical to renewing a customer. So how do you tackle this adoption challenge? Through user nurturing. You need to make sure that every user is contacted at the critical stages in your onboarding process—with training, best practices, and (of course) reminders. In fact, even a simple login reminder can have a significant impact on adoption. But you can do even more. Consider the situation of one SaaS company from our data. The company defined users into three […]