One of the biggest misconceptions in the software world is that support is training but that is false. It is important to understand the difference between both in order to improve the retention & adoption rate of your SaaS app. Support typically REACTS to customer needs and is disruptive to customer productivity. Training proactively ANTICIPATES customers’ needs to reduce reactive support and increases customer productivity.

So now that you have effectively gotten your customer to buy your solution or app how do you get them to adopt quickly? How do you get them to fully understand your solution and all its features? Well there are number of ways to do that and I will get to them soon but first of all you need to be able to know why your customers might stop using your app and make sure you address all those issues in your onboarding process. If  you put yourselves in your customer’s shoes and try to think like them you will have a better chance of making your app more user friendly. So get your thinking cap on and think of reasons they might leave.

About a couple of months ago I was part of a webinar called “Increasing Adoption & Retention of your SaaS App” and what rang true then still rings true now. Customer Retention is one of the most powerful indicator of a company’s success.