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).

Technologie Business

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

Lead Gen & Adoption & Renewal &
Acquisition! Training! Retention!

1! 2! 3! 4! 5!

Setup & Performance
On-boarding! Support!

First 3-6 Months! 6+ Months!

* Source: Fleming's VAK/VARK model (wikipedia)

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!

Popular Solutions! Keyword Searchable Content!

Role-based Courses!

Progress Tracking!

Visual, Auditory Learning Tutorials!

Structured, On-demand Learning!

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

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2. 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

4. Lead Gen & Adoption & Renewal & Acquisition! Training! Retention! 1! 2! 3! 4! 5! Setup & Performance On-boarding! Support! First 3-6 Months! 6+ Months!

6. * Source: Fleming's VAK/VARK model (wikipedia)

7. 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!

10.

11.

12.

13.

14. Popular Solutions! Keyword Searchable Content! Role-based Courses!

15. Progress Tracking! Visual, Auditory Learning Tutorials! Structured, On-demand Learning!

16. Quiz Assessments, Interaction!

17. Searchable, Performance Support!

18. On-demand Video Tutorials!

19. Drill-down by Groups! Drill-down by Content/Courses! Filter by Status, Date, Customer, etc!

20. Category/Course Level Reporting! Customer/User Level Reporting!

21. Workflow-based Automated Communication! Targeted, Permission-based Emails!