1. Make Customers Love Your Product
- Tremendous Value: Is your application delivering on its promise? For example, if your app is built for Project Management, are users successfully creating projects, inviting colleagues, and increasing productivity via efficient collaboration? Also, do you have a workflow in place to increase the success of lagging customers? This approach allows you to improve your product based on what you learn.
- Enjoyment: Just getting the job done is not enough. Your product should be a delight to use. Invest in usability and product design and make your product truly intuitive. How do you know you are doing a good job at this? There’s a good chance your customers are on Twitter, recommending the product to colleagues.
- Great Support: Build wizards to walk your customer through how to successfully use your app. If there is a bug, reach out with a solution. Help could be a phone call, e-mail, or a link to a piece of educational content.
2. A Customer Success Team
3. Create a Customer Health Score
4. Nurture Your Paying Customers
5. Learn From Churn
- Reason: Why did the customer leave?
- Membership Length: How long were they customers before cancelling?
- Engagement Trends: How engaged were they throughout their subscription?