Blog List

SaaS Adoption Metrics: Guide To Time To Value For SaaS Customer Success

November 18, 2021

SaaS Adoption Metrics: Guide To Time To Value For SaaS Customer Success

Time To Value is a critical metric for customer success teams to understand your onboarding process and to help customers achieve the return on investment they are looking for when conducting any digital transformation process. The speed and pace of adoption by users can often determine the perception of success or failure and is critical to reaping the full benefits of technology. Find out more about what Time to Value is and how to measure Time To Value for SaaS customer success.

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SaaS Adoption Metrics: Guide To Average Time Using The Product For Customer Success

November 18, 2021

min read

SaaS Adoption Metrics: Guide To Average Time Using The Product For Customer Success

Average time spent using a product is a key customer success metric for measuring user engagement and adoption. As an objective technique for measuring usage patterns it provides a good reference point to understand the value users derive from your SaaS product and accordingly the rate of long term retention. By measuring it, analyzing it, and taking action to improve it, businesses can increase the value of their product and improve the user experience.

SaaS Adoption Metrics: Guide To Customer Effort Score For Customer Success

The Customer Effort Score (CES)is a useful customer experience metric for understanding how easy or difficult it is for users to utilise your SaaS solution. It measures how much effort your customer needs to use to complete a workflow. As a SaaS business, CES is a simple and straightforward way to get started with understanding and streamlining the user experience on your SaaS. By doing so, you can ensure customer success and satisfaction while also reducing churn rates. To get you started, we've provided a helpful guide to help you calculate this metric. With this information, you'll be able to make data-driven decisions that benefit both your customers and your business.

Case Study: Usertip For Employee Onboarding In Digital Transformation

Find out how 1 customer utilised Usertip to support their digital transformation efforts by stimulating adoption among employees. Usertip supported the implementation of a Sharepoint based project management system by providing personalised onboarding and support that help groom users for success.

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SaaS Adoption Metrics: Guide To Average Time Using The Product/Feature For Customer Success

November 18, 2021

min read

SaaS Adoption Metrics: Guide To Average Time Using The Product/Feature For Customer Success

The average time spent using a product/feature is a SaaS adoption metrics that helps customer success teams understand the product usage by users. This metric assist teams to identify areas where SaaS customers are struggling to use the product and make changes to improve the engagement and value delivery process. In this article we cover what is average time spent using a product/feature, factors influencing it as well as how to improve and what are the tools to measure it.

SaaS Adoption Metrics: Guide To Net Promoter Score(NPS) For Customer Success

The Net Promoter Score (NPS) is a key metric used by SaaS customer success teams to measure how they are faring among customers. This critical SaaS adoption metric asks how likely a customer is to recommend your business to other potential buyers. It is a indicator of how satisfied they are with your product and also how willing they are to help you be a promoter. In this article we breakdown what NPS is, how to measure NPS and what you can do to improve your NPS.

SaaS Adoption Metrics: Guide To Monthly Active Users (MAU) For Customer Success

Monthly Active Users (MAUs) is a key SaaS adoption metric that helps customer success teams understand the level of engagement users have with your software product. It is a analogue for the amount of value users are deriving from your product and gives us information on the likelihood of churn and the expected customer lifetime value to be derived. As a leading metric of long term revenue understanding and managing this is central to the success of your software business.

SaaS Adoption Metrics: Guide To Churn For Customer Success

When it comes to measuring user adoption, a key metric for every SaaS business is churn. Churn helps us measure customer retention and is critical in evaluating the long term success of your business. The customer success team is the guardian of this metric but every part of your business is responsible for its performance. Despite the importance of this indicator, the measurement, tracking and benchmarking of churn often causes great confusion. In this article we cover how you can track churn to improve your user retention.

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SaaS Adoption Metrics: User Analytics Tools To Track Adoption Metrics

November 18, 2021

min read

SaaS Adoption Metrics: User Analytics Tools To Track Adoption Metrics

Understanding your users is key to driving adoption of your SaaS. Whether you are a customer success manager, an account executive or a digital transformation project manager, having access to adoption data helps ground your decision making in concrete metrics. Having the correct User Analytics Tools to do that collection and aggregation of data is key. In this article, we cover some of the top user analytics tools used by modern teams to understand and support your users.

What Is A Dark Pattern In UXUI

Dark patterns in UXUI are designed to manipulate and trick users into bad decision making. Examples include copywriting designed to confuse users and manipulate emotions. Another common example is roach motels where users are actively impeded in cancelling their subscriptions. In contrast, persuasive design can help businesses convey their messaging without malicious intent to help users make a decision.

3 Key Stats Showing How SaaS Users Vary

Understanding the user variability in SaaS can arm you better in approaching your next SaaS project from the perspective of design, onboarding, training and support in order to increase the return on investment in technology and drive retention efforts. We examine 3 key stats covering differences in information retention, speed of work and ability to complete complex tasks that influence why how you can help your users and your SaaS succeed.

Eliminating SaaS User Error From Slips & Mistakes

Preventing user errors in order for a frictionless experience is central to the design of any SaaS. User errors can be the result of either(1) slips, which even an expert can make; or (2) mistakes, which usually happen with beginners. These can be resolved via some simple UXUI changes or user education methods in order to eliminate this friction completely.

Tips For Deploying Proactive Help To Ease Users Onto New SaaS Platforms

Proactive help aims to provide answers and solutions before a user encounters a problem. Proactive help can be delivered through training sessions but it can also be supported through instructional overlays, contextual help and tooltips. This can be done via either push type vs pull type interactions and when well designed builds user trust in proactive help to assist in cultivating competency.

Leveraging User Motivations For A More Effective Onboarding: Autonomy, Relatedness and Competence

The design of onboarding by Customer Success managers for SaaS should leverage a deeper understanding user needs and motivations to drive usage. According to the self-determination theory of motivation, humans have 3 fundamental needs. Autonomy, Relatedness and Competence. People are motivated to do what they need to meet these needs. Teams managing customer accounts in the SaaS space should understand this to design effective and efficient onboarding, training and support process that can take users from complete amateurs to power users.

Game Design For Enterprise Software: Walkthroughs

In the process of enterprise software onboarding there can often be a mix of approaches taken including through training sessions, self-learning and microlearning. In the world of video games, the walkthrough is a commonly used approach that has proven effective at teaching users. Walkthroughs can deliver large amounts of information in a modular manner that skills users up over time and with digital adoption platforms they are now easier than ever to implement.

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Minimize Cognitive Load For Enterprise Software

November 18, 2021

min read

Minimize Cognitive Load For Enterprise Software

The total cognitive load aka amount of mental processing power needed to use your site affects how easily users find content and complete tasks. Reducing extraneous cognitive load can help users better use your applications and increase adoption for your enterprise software.

Enterprise Software is Complicated & Transformation Managers Need To Do Better

Enterprise software is complicated because the very nature of software in this space such as difficult UXUI, a broad base of feature sets and a diverse group of users leads to difficulty in usage. Transformation managers who recognise this must also see that updating UXUI or a better enterprise system is not the answer. Rather implementing processes and tools such as digital adoption platforms that continually support adoption of any software is a more worthwhile long term strategy.

Game Design For Enterprise Software: Leaderboards

Digital leaderboards are being used as part of gamification of work, the act of gamifying enterprise processes to drive performance. However are they truly beneficial? Competition can drive performance but also encourage dangerous and detrimental behaviour in this article we consider the impact gamification through use of leaderboards can drive or undermine business efforts.

3 Principles of Game Design To Help Enterprise SaaS Users Overcome the Forgetting Curve

A month after receiving important information employees forget approximately 80% of it but with proper onboarding design guided by game design principles, we can help overcome this for a smoother better adoption.

Enterprise Applications Can Learn a Lot from Minecraft & Roblox: Building No-Code Tools for Users

Minecraft and Roblox are two games that have built thriving communities by allowing users to create their own content. These games have shown that it is possible to gamify the process of creating content, which can lead to community-led growth. Enterprise application developers should take note!

Are You Measuring The Right KPIs In Your Digital Transformation?

Establishing Key Performance Indicators (KPIs) is a sensible goal for any company in the midst of a digital transformation exercise.

3 Growth Engines To Super Charge Product Adoption For SaaS

We introduce the 3 engines of growth for SaaS and give you an idea of when they should be used to help drive SaaS product adoption.

7 Metrics to Measure Product Adoption for Software as a Service (SaaS)

Knowing the correct metrics to measure product adoption is central to any product manager looking to scale their product adoption for Software as a Service (SaaS) applications.

Driving Adoption via Product Led Growth for SaaS

Product-led growth is a business methodology where new user acquisition, expansion, conversion, and retention are all driven primarily by the product itself.

3 Ways To Drive Product Adoption For SaaS With Drip Campaigns

Email drip campaigns are a fantastic tool in driving product adoption for SaaS.

5 Community Led Growth Tips For SaaS Companies

Community led growth is a new model for Software as a Service (SaaS) companies to drive product adoption and scale increasingly faster.

The 6 Stages Of Product Adoption For SaaS

The 6 stage of product adoption for software as a service (SaaS) cuts across marketing sales and customer success and at each step of the way the engagement with customers must be carefully managed across Awareness, Consideration, Purchase, Activation, Renewal & Referral.

3 Onboarding Tips To Drive Product Adoption

Here we show 3 ways you can improve your onboarding via 1) Identifying Clearly Your Activation Criteria 2) Contextual Content Offering In-application Guidance 3) Ongoing Onboarding Design.

Leveraging the Product Adoption Curve For Growth Hacking

The 5 stage product adoption curve model gives us concrete guidelines for focusing and building a strategy for customer acquisition and retention enabling us to hack growth in a sustainable manner.

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