One of the biggest mistakes your SaaS startup can make is focusing more on acquiring customers rather than retaining them. Sure, large numbers of customers can look great on paper and to the outside world, but the reality is that most of your ongoing revenue comes from existing, successful customers. Make sure you are catering to those folks on a regular basis with these 6 tips.
1. Keep Communication Open and Ongoing
Your customers need to have access to you and your team in order to have meaningful conversations whenever necessary. That means you need to offer a variety of different ways for them to reach you, including by phone, email, live chat, etc. But don’t let that communication be a one-way street that involves the customer always contacting you for assistance. Be proactive by picking up the phone to check in or by sending out a series of emails to your customers to answer common questions that seem to be popping up. And always respond as quickly as possible to customer inquiries. Ideally, you should respond within two hours on weekdays and within 24 hours on weekends. The important thing is to stay in front of your customers to let them know you are there to help them succeed with your product.
2. Always Be Transparent
Transparency is a surefire way to gain the trust of your customers. This means being upfront by providing advance notice about any pricing or contract changes. The last thing you want is for your customers to be caught off guard about a change that affects their bottom line. Also be sure to notify your users right away if your product is experiencing downtime or any other issues. This will ensure that you head off any customer frustrations before they happen.
3. Guide Your Customers
The more your customers understand your product and use it to its fullest value, the longer they will stay with you. This is why it’s essential to build a library of content marketing material to assist your customers in their journey. Blogs, webinars, and ebooks are just a few of the tools that can set your users on the road to success.
4. Reward Referrals
Nothing helps you sell to a prospect better than a referral from a current, successful customer. Encourage those referrals by offering rewards such as a couple of free months of service or a temporary upgrade in your system. It works even better if the reward is offered to not only the referring customer but also to the prospect who signs up. And never underestimate the power of a simple “thank you” to both parties—that personal touch goes a long way.
5. Look for Opportunities to Upsell
There’s no better way to raise the value that a customer receives than by upselling a higher level of service or an add-on feature. And the simple truth is that it’s easier to sell to an existing customer than to a new one. After all, you already have an established relationship with that customer. Every upsell almost guarantees longevity with that customer.
6. Follow Your Customers’ Social Media Accounts
By following your customers on social media, you are showing that you have an interest in knowing what is going on with them on a regular basis. Encourage customers to follow your SaaS startup on social media as well by letting them know that you often post helpful information and tips for your users. This will also give you a chance to read and respond to any comments they may make to your posts.
The Bottom Line
Keep in mind that the real work begins after you acquire a customer. No one is going to stick around without receiving and realizing the ongoing value of your product, and it’s up to you to ensure that this happens through personal attention and assistance with customers. Funnelfly is an automated marketing platform that can streamline this process by helping you keep tabs on every customer at each stage of the journey, from prospect to trial user to conversion to renewal. Learn more about our marketing automation software.