“Our churn has moved from 15% down to 10%, which is the lowest it has ever been. For us, that’s a savings of about $35,000 per month. Definitely work with Insivia … because when we’ve made changes based on their recommendations, it has paid off.”

DAVID LECKO, DEALMACHINE

Agile coaching & consulting.

We’ve developed structured weekly and monthly coaching programs to consistently evaluate, prioritize and optimize.

Assess & Evaluate

Each month we manage a critical metrics dashboard with interpretation and assumptions.

  • Focus on true critical metrics.
  • Interpret beyond numbers.
  • Gather user feedback.
  • Develop assumptions & recommendations.

Prioritize & Plan

Using a structured evaluation process and resource availability, we centralize focus.

  • Score actions on impact factors, effort, and availability.
  • Develop execution roadmap & responsibilities.
  • Define outcome metrics & tracking plan.

Implement & Test

Whether providing detailed plans for your team or utilizing our team, we drive optimization.

  • Execution Planning
  • UX/UI Design
  • Content
  • Communications
  • Development

Ready to reduce churn?

Schedule With Me Now

I'm Tony, CRO @ Insivia

Take a holistic view.

Retention and the reduction of churn requires a diverse set of disciplines.

The foundation of retention must start with capturing the right data, feedback, and testing to interpret and translate into actionable strategies for improvement.

Strategy

To reduce churn, the product-market fit and business model are foundational.

  • User Research & Testing
  • Audience Prioritization
  • Persona Development
  • Pricing & Model Strategy

Experience

Every interaction is a chance to win or lose a lifetime customer.

  • Interface Flow
  • Intuitive Design
  • Introductory Experiences
  • Data & Analytics

Engagement

The right guidance and encouragement at the right time.

  • Product Touring
  • User Communications
  • User Alerting & Notifications
  • Customer Education
  • Gamification
Andy Halko
Andy Halko
Founder & CEO

I started Insivia in 2002 and for over 22 years I have had the chance to work directly with hundreds of companies and founders to redefine or reinvent their businesses.

Building a product business is often hyper focused on customer acquisition, but if retention is not optimized it is all for nothing. Whether we are looking at customers leaving or not being able to convert trials into accounts, these are problems that will stall growth.

The challenge is that these are not always easy problems to identify and solve. With data at your finger-tips, you can make a lot of more statistically sound assumptions – without data, its just a guess.

Where things can get more challenging is that retention is influenced by a wide range of factors — product-market fit, onboarding, user experience, interface design, training, support, customer communication and more can all influence your churn.

What we have focused on here at Insivia is building a systematic approach to evaluation and prioritization. We look to setup intelligent data collection and then implement a logical approach to evaluating various factors and their impact. Since we know some actions will provide greater impact, we look to prioritize and execute on what will drive value to the bottom line.

Check out our SaaS Retention Show

Check out more shows.

The Retention Show

Reduce your churn.

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If you’re not doing customer retention right, it can result in a loss as you acquire more customers. The SaaS model gets you profitability over time, and if your users churn before completing enough payment cycles to break even on the acquisition costs, all your growth strategies will be ineffective.

The Ultimate Guide to Customer Retention For SaaS

In SaaS, customer retention is the sum of all activities a business undertakes to keep its users and to make its existing customers more profitable.  The results of that work are often expressed and reported in the percentage rate of customers retained over total customers for a given period of time.

15 SaaS Customer Retention Strategies

Given the continually-active nature of SaaS tools and the potential for multi-year SaaS contracts with the option to add new features and services, retaining customers must be a top priority for companies to drive consistent revenue.

An Expert Guide to SaaS B2B Customer Retention

B2B SaaS brands typically offer their services through monthly or annual subscriptions, so customers spend only a small percentage of their customer lifetime value upfront. This makes customer retention all the more important—as it significantly impacts your bottom line.

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