The majority of CRO agencies don't promise any guarantees on results in decreasing SAAS customer churn and simply invoice a fixed monthly fee without any growth KPIs.
We estimate potential growth opportunities before we make an offer in order to forecast a specific percentage of customer churn improvement that we guarantee by an agreed deadline.
For instance, our agency could guarantee to decrease total customer churn by 5% in 2 months.
In case of not delivering on time, which happens in 4-7% of cases, we perform more experiments FREE of charge until we deliver the forecasted growth.
Sounds interesting? This promise of guaranteed results is based on our experience of conversion optimization on 26 million monthly users of our clients in SAAS and understanding of customer churn average rates.
How do we optimize SAAS customer churn?
Ask them about the experience with:
All conversion rate optimization agencies assert to have conversion optimization process experience and propagate the same story of their skills in analytics and experimentation.
And you should have at least enough hands-on experience to understand the level of these skills during the pre-sale stage, which could be difficult.
How do you choose if you can't do a competence interview on data analytics A/B testing? In this case you can look at their track record in the same business model, as any SAAS has similar challenges and best practices.
Isn't it handy when your contractor has already conducted similar analytics on millions of users and gained data on how to reduce customer churn? On the flip side, each business model has completely unique tech and data tracking stacks that require different skills, processes and values.
And if you hire a contractor not to micro-manage, you don t expect the agency to be doing important things for the first time or find them quickly recruiting new team members to fill in skill shortages, right? Just as important is industry expertise, which is all about understanding unique user requirements.
And that's the primary area of the research if the CRO agency already demonstrates the business model experience.
So it's obviously a clear advantage if the agency has that, but it dramatically narrows the pool of agencies that have all three pillars (process, SAAS, and industry experience).
But if the conversion optimization firm has optimized 326 clients as we have, then they most likely have experience in the same market as you.
And even if it's from a different business model it could be even more beneficial as it can bring uncommon customer churn tactics that your competition may be not use right now.
How to create an effective customer churn optimization strategy?
With the experience of optimizing a number of SAAS optimization projects, we understood that there is no вЂњone-size fits allвЂќ list of top-performing strategies to optimize customer churn. The вЂќsecret sauceвЂќ is in the combination of quantitative analytics and UX research that results in data on the most problematic bottleneck. The top performing best practices for customer churn optimization are most likely already utilized by competitors and already don't drive significant additional uplift. And the expertise of a conversion optimization firm is invent new strategies, utilizing processes from other industries that are not currently used by competitors.
What is the price of customer churn CRO services?
Pricing depends on the amount of of users per month, funnels and the amount of transactions to calculate the number of experiments, the needed uplift and the difficulty of achieving that.
What happens if the promised customer churn improvement is not delivered?
We do more experiments for free until we obtain the promised SAAS improvement. This term is included in the contract and we execute this promise anyway maintain the authority of one of the most respected conversion rate optimization agencies.
What are the steps to decrease customer churn?
1. Data tracking setup audit. 2. Investigate the most serious customer churn step in the funnel and get quantitative and accurate data on the cause of it. 3. Create an alternativeinterface and copy. 4. Develop an A/B test and perform detailed QA. 5. Report the results!
How to calculate customer churn decrease?
We track optimization results based on A/B test results. If you're new to it, it's dividing the users between different variations of the same UX element to collect statistical significance of the impact on the customer churn. We do a data setup audit before starting with A/B testing, to make sure the data is valid and approve ways to calculate the customer churn.
What is customer churn?
If you're in your first job in in SAAS optimization then you should learn not only the most important KPI definitions, but also their interconnectedness, ways, processes, tactics, strategies to increase it and the basics of data analytics, in order to grasp the results. book a strategy session with one of our most experienced CRO managers to get a basic understanding of how to track results in customer churn optimization.
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