How to improve Product Led Growth SaaS retention?

Here are the 5 ways we did it:

1. Improve onboarding and activation 🚀

2. Use Customer Success and Support to patch holes 🛠️

3. Prioritize customer feedback 👂

4. Monitor engagement levels 📊

5. Use lifecycle marketing and communities 🌱

How does improving Activation improve retention?

Make sure customers get value quickly as possible 💡

When we launched PLG in 2022, we used superhuman onboarding flows.

In a 30-min call, we help customers see value ✨

Once they activated, they invite colleagues 👥

The interactions between the users create more stickiness

How does Customer Success patch holes to improve retention?

Customer Success & Support teams are the pulse of the customers

They will gather feedback 📝

Resolve customer issues 🆘

Collect hand raisers 🙋‍♀️

When patterns emerge, we can develop ways to scale

Update tooltips, update FAQ, update documents

Ensure a smooth future process for customers

How does prioritizing customer feedback improve retention?

Uncover white spaces

And spot churn opportunities 🚩

From feedbacks

Aggregating feedbacks, quantify the revenue impacts 💰

You are not only preserving revenue

You are also finding upsell levers 📈

Making improvements on the product

Fix bugs

And make the user experience smoother

Will all help retention

How does monitoring engagement level improve retention?

We created BI dashboards 📊

On individual customer profiles, cohort analysis

The engagement triggers outreach playbook:

"We noticed you didn't use X feature. I can help you." 🤔

"We noticed a spike in activity recently. Happy to help!" 🤔

"We noticed you haven't been active. How can we help?" 🤔

The analytics are creating insights 🔍

Insights into actions 💪

How does using lifecycle marketing and communities improve retention?

Keeping the customer engaged

With discovery of advanced features

With success stories and best practices

With commonly asked questions

And nudging the user to take action

Sharing content

And reasons to revisit the product 🔄

—

Retention is difficult 😓

It requires many rubber bullets 🎯

To move an inch 🐢

Staying close to the customer

Especially during onboarding & activation

Will build relationships

That will garner more feedback down funnel

See the comments here: https://www.linkedin.com/pulse/how-improve-product-led-growth-saas-retention-gary-yau-6qlrf/

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I am Gary Yau Chan. 3x Head of Growth. Product Growth specialist. 26x hackathon winner. I write about #PLG and #BuildInPublic. Please follow me on LinkedIn, or read about what you can hire me for on my Notion page.