The majority of conversion optimization agencies don't give any guarantees on SAAS retention improvement and simply ask for a fixed monthly fee without any growth responsibility.
We estimate potential growth opportunities before we make an offer so that we can forecast a specific percentage of increase of retention that we can achieve by an agreed date.
As an example, it could be 7% total retention uplift in three months.
In case of not delivering by the deadline, which happens in 4-7% of cases, we conduct more experiments for FREE until we provide the forecasted retention growth.
Sounds good? This forecast of guaranteed results is based on our experience of running experiments on million monthly users of our clients in SAAS and understanding of retention benchmarks.
How do we optimize SAAS retention?
Ask them about the experience with:
All CRO agencies claim to have conversion rate optimization process experience and propagate the same story of their mastery in UX research and A/B testing.
And the client should have at least enough experience to assess the depth of this expertise during the pre-sale stage, which could be hard to do.
What do you do if you can't do a technical interview on data engineering and A/B testing? The simple solution is to ask for their expertise in the same business model, as any SAAS has similar pain points and optimization methodologies.
Isn't it useful when a conversion optimization firm has already carried out the same research on millions of users and obtained insights on how to optimize retention? However, each business model has completely unique technical and analytics stacks that require different specialists, methodologies and values.
And if you choose a contractor not to micro-manage, you don t want the agency to operate entirely on a trial and error basis or find them hastily recruiting new team members to fill in skill shortages, right? Not least of all is market expertise, which is mostly about understanding particular customer demands.
And that's the main goal of the analytics if the agency already shows the business model experience.
So it's clearly a killer competitive advantage if the agency has that, but it dramatically decreases the pool of agencies with all three pillars (process, SAAS, and industry expertise).
However, if the agency has worked with 326 clients like we have, then they most likely have case studies in the same market as yours.
And even if it's from a different business model it could be even more valuable as it can bring new retention optimization tactics that your competitors may be not have yet.
What are the best techniques to improve retention?
After working with a number of SAAS customers, we understood that there is no universal list of top-performing ways to optimize retention. The key is in the depth of data analytics and UX research that results in statistically valid data on the biggest drop off. The top performing best practices for retention optimization are typically already utilized by competitors and no longer drive desired results. And the value of a CRO agency is invent new mechanics, utilizing experience from other markets that are not yet used by competitors.
What is the pricing of retention conversion optimization services?
Pricing depends on the volume of monthly users, user flows and number of conversions to calculate the number of a/b tests, the needed uplift and the complexity of delivering that.
What happens if the promised retention uplift is not delivered?
We do more split-tests for free until we obtain the promised retention results. This obligation is included in the contract and we execute this promise anyway to further the reputation of one of the most respected CRO agencies.
What is the process to increase SAAS retention?
1. Data tracking setup audit. 2. Find the most problematic retention leak and get quantitative and accurate data on the cause of it. 3. Prepare a new version of thedesign and copywriting. 4. Develop an experiment and conduct detailed QA. 5. Report the results!
How to calculate retention improvement?
We estimate growth based on split-test results. If you haven't heard of A/B testing, it's dividing the users between two or more variations of the same page to collect statistically valid data on the effect on the retention. We do a conversion tracking health check before starting with optimization, to make sure the data is not polluted and discuss ways to calculate the retention.
What is retention?
If it's your first project in SAAS then the first step is to learn not only the most critical metrics such as retention and their formulas, but also their interconnectedness, ways, processes, tactics, strategies to increase it and the foundations of product analytics, so that you can grasp the optimization efforts. Book a strategy session with our best CRO specialists to save a few years learning answers on these questions.
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