How Businesses Can Improve SaaS Customer Engagement

SaaS companies live and die by their customer engagement. If customers are unhappy, they will churn. If they are only mildly satisfied, they will not become advocates or evangelists for your product. To succeed, you must ensure that your customers are engaged with your product from the beginning.

SaaS Customer Engagement Metrics You Need To Track

Customer Effort Score (CES)

The first metric on our list is the Customer Effort Score (CES). CES measures how much effort your customers perceive they need to expend to use your product or service.

A low CES score means that your customers find your product easy to use and are generally satisfied. A high CES score indicates that there is room for improvement in terms of customer satisfaction.

To calculate CES, you will need to send out a survey to your customers and ask them to rate their level of agreement with the following statement: “I was able to easily accomplish what I wanted using [your product/service].” The responses can range from “Strongly Agree” to “Strongly Disagree.” You will then take the average of all the answers to get the CES score.

Churn Rate

The next metric on our list is the churn rate. The churn rate is the percentage of customers who stop using your product or service over time. A high churn rate indicates that problems with your product or service are causing customers to leave. A low churn rate means customers are generally satisfied with your product and stick around.

To calculate the churn rate, you will need to take the number of customers who cancel their subscription or stop using your product in a given period and divide it by the total number of customers you have at the beginning. For example, if you have 100 customers at the beginning of a month and five cancel their subscriptions by the end of the month, your churn rate would be five per cent.

Customer Lifetime Value (CLV)

The next metric on our list is Customer Lifetime Value (CLV). CLV measures how much revenue a customer will generate for your company throughout their relationship with you. A high CLV means that each customer is worth money to your business. A low CLV indicates that customers are not generating much revenue for your company.

To calculate CLV, you will need to take the average amount of money a customer spends with your company each month and multiply it by the average length of time they stay with your company. For example, if the average customer spends $100 per month with your company and the average customer relationship lasts for two years, then the CLV would be $2400.

Daily/Monthly Active Users (DAU/MAU)

The next metric on our list is Daily/Monthly Active Users (DAU/MAU). DAU/MAU is a measure of how often customers are using your product or service. A high DAU/MAU means customers regularly use your product or service. A low DAU/MAU indicates that customers are not using your product as often as you would like.

To calculate DAU/MAU, you will need to take the number of unique customers who use your product or service on a given day or month and divide it by the total number of customers you have. For example, if you have 1000 customers and 200 of them use your product in a given day, your DAU would be 20 per cent.

You have done your part.
Let SubscriptionFlow take it from here!

Let us help your business grow with our powerful
subscription management software.

Schedule a Demo

First Week Engagement (FWE)

The next metric on our list is First Week Engagement (FWE). FWE measures how often customers use your product or service in the first week after they sign up. A high FWE means that customers are using your product soon after they start their free trial or subscribe to your service. A low FWE indicates that customers are not using your product immediately and may forget about it altogether.

To calculate FWE, you will need to take the number of unique customers who use your product or service in the first week after they sign up and divide it by the total number of customers who start their free trial or subscribe to your benefit. For example, if you have 100 customers who start their free trial and 50 of them use your product in the first week, your FWE would be 50 per cent.

To summarize, these five metrics of SaaS Customer engagement will give you a good idea of how well your product or service is performing and where there may be room for improvement.

Customer Engagement Solutions You Should Implement

Live Chat Solutions

Live chat solutions are one of SaaS companies’ most popular customer engagement solutions. Many SaaS companies use a live chat solution because it allows them to offer real-time customer support. It can be beneficial when trying to solve complex customer issues. Another benefit of using a live chat solution is that it can help to build trust with your customers. Customers who feel they can reach out to you and get a quick response is more likely to trust your company.

Email Marketing Solutions

Email marketing solutions are another popular customer engagement solution for SaaS companies. Email marketing lets you stay in touch with your customers and keep them updated on new products or services. It can also be used to build relationships with potential customers. Email marketing is a great way to nurture leads and move them through the sales funnel.

Personalization Solutions

Personalization solutions can be a great way to engage with your customers. They allow you to customize the experience that your customers have with your product or service. It can be beneficial in ensuring that your customers have a positive experience. Personalization solutions can also help you segment your customers and target them with specific messages.

Feedback & Survey Solutions

Feedback and survey solutions are another great way to engage with your customers. They allow you to collect customer feedback and use it to improve your products or services. It can also be used to build relationships with potential customers. Feedback and survey solutions can help you understand your customers better and make sure they are happy with your products or services.

On-Page Tracking & Analytics Solutions

On-page tracking and analytics solutions are another great way to engage with your customers.

They allow you to track the behavior of your customers with your product or service. It can be extremely helpful in understanding how your customers interact. On-page tracking and analytics solutions can also help you to identify potential customer issues.

How SubscriptionFlow Can Improve Your SaaS Customer Engagement

SubscriptionFlow provides customer engagement solutions that help SaaS companies improve their customer retention. It offers several features that can help you improve your customer engagement, including:

– Customer Segmentation: SubscriptionFlow allows you to segment your customers based on their behavior. It can help understand how different groups of customers interact with your product/service. 

– Engagement Tracking: SubscriptionFlow allows you to track your customers’ engagement with your product/service. It can help you understand what feature/content is most popular with your customers.

– Customer Feedback: SubscriptionFlow allows you to collect feedback from your customers. It can help you understand what your customers think about your products or services.

– Robust Analytics: SubscriptionFlow provides the best analytics solutions that help you understand how your customers interact with your product or service.

If you want to improve your customer engagement in SaaS, SubscriptionFlow could be the right solution for you. Request a demo today to learn more about it.