According to OPEXEngine 2010 SaaS Benchmarking Report:      13% Churn Rate on average for SaaS apps.      18-Months Paybac...
Lead Gen &                         Adoption &                 Renewal &Acquisition!                        Training!      ...
* Source: Flemings VAK/VARK model (wikipedia)
Type!                                     PROs!                                     CONs!         FAQ’s!                  ...
Popular Solutions!   Keyword Searchable Content!                                                   Role-based Courses!
Progress Tracking!                                                Visual, Auditory Learning Tutorials!Structured, On-deman...
Quiz Assessments, Interaction!
Searchable, Performance Support!
On-demand Video Tutorials!
Drill-down by Groups!Drill-down by Content/Courses!   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!
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
Increasing Adoption & Retention of SaaS and Cloud Apps
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Increasing Adoption & Retention of SaaS and Cloud Apps

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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).

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Increasing Adoption & Retention of SaaS and Cloud Apps

  1. 1. According to OPEXEngine 2010 SaaS Benchmarking Report: 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. What if you could reduce these numbers by 30% or more?* Source: OPEXEngine 2010 Private Saas Benchmarking Report
  2. 2. Lead Gen & Adoption & Renewal &Acquisition! Training! Retention! 1! 2! 3! 4! 5! Setup & Performance On-boarding! Support! First 3-6 Months! 6+ Months!
  3. 3. * Source: Flemings VAK/VARK model (wikipedia)
  4. 4. Type! PROs! CONs! FAQ’s! 24/7 access to common questions. Static, not engaging, unstructured.Good ! 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.Better Webinars! Live, Q&A, adapts to app. Fixed time, passive, high $, scalability. 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.Best! 24/7, engaging, on-demand, Must stay current to be relevant, Web Courses! structured, scalable, upsell $, cert. front investment to long ROI. Tactile Auditory Visual!
  5. 5. Popular Solutions! Keyword Searchable Content! Role-based Courses!
  6. 6. Progress Tracking! Visual, Auditory Learning Tutorials!Structured, On-demand Learning!
  7. 7. Quiz Assessments, Interaction!
  8. 8. Searchable, Performance Support!
  9. 9. On-demand Video Tutorials!
  10. 10. Drill-down by Groups!Drill-down by Content/Courses! Filter by Status, Date, Customer, etc!
  11. 11. Category/Course Level Reporting!Customer/User Level Reporting!
  12. 12. Workflow-based Automated Communication!Targeted, Permission-based Emails!
  13. 13. Training Activity Reporting!User/Asset Level Reporting!

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