Commenting on: Monitoring, on-boarding and the first 60 days for new SaaS users
Posted on July 15, 2009 by Paul Giurata
Effective on-boarding is critical in terms of determining the tenure and profitability of a SaaS customer relationship. The challenge for SaaS vendors is to immediately gain and leverage an early understanding of new customers behavior and then drive relevant communications to facilitate both immediate on-boarding and continued engaged use for the first 60 days. Monitoring at the user experience level is an effective way both to to correct drop out points during the first 60 days, improve effectiveness and efficiency for your customers, and quickly determine how to modify your application on a regular cycle to meet user needs, increase sales and up sell, and reduce churn....
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Great post. The kind of monitoring you are talking about is different from the “metering” that most SaaS ISVs tout. They are referring to is tracking bandwidth for elastic scaling of resources. But your point is that we can track what a user does and then have some kind of alert if someone does not complete their signup or start setting up their trial. Are there any statistics on how successful this kind of intervention approach can be? Is there any difference between an automated email vs a tech support person making contact?
By WRocker on 2009-07-17