Most Effective Ways SaaS Companies Can Generate Repeat Business

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As your business grows, retaining your existing customers becomes just as important as generating new customers.

Whether you are from a B2B or B2C SaaS organization, here are 3 most effective ways you can use to improve customer retention, loyalty and referrals.

1. Set Recurring Revenue Goals

What percentage of your revenue is coming from repeat business?

How do you measure you success over 3, 6 and 12 months?

Hare are few common goals around recurring revenue include:

  • Lowering Churn.
  • Increasing upsell revenue from existing customers.
  • Increasing the volume of new customers.

Now you know what success needs to look like, it’s to benchmark where you stand today.

2. Survey & Segment

How often you gather the customer’s feedback?

NPS (net promoter score) is one of the most effective to analyse your customers satisfaction over time.

By gathering customer NPS every 3 to 6 months, you can segment your customers satisfaction levels within different periods of their lifetime.

After doing the process of NPS, you have a clear idea of what customers of yours are promoters, passives, or detractors. These three lists will be very helpful in analysing where to focus you retention efforts.

3. Strengthen your Onboarding Process

What is the process of customers contract sign?

One of the keys to successful onboarding is capitalizing on the excitement and momentum the customer hopefully by the time they sign the contract.

A few elements to incorporate into your inboarding include:

  • Quick and frequent communication of the next steps.
  • Clear and transparent documentation of the onboarding process.
  • Proper tracking & analytics of your customer’s behaviour.

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