The adoption of SaaS and Cloud solutions can sometimes be more challenging and harder to swallow than traditional enterprise software implementations -- and it\’s a critical factor in long-term customer retention. Even more importantly, from the vendor\’s perspective, in some cases it may take customers up to 12 months to fully understand and utilize new apps -- making it ever more important to onboard new customers and provide ongoing adoption resources to build reference-able, long-term customer relationships -- cause this is a service business after all. In this 30 min recorded webinar, you\’ll learn general tips, best practices and ideas around implementing effective customer adoption and retention strategies at a Software as a Service company? Download the PPT for this presentation at http://bit.ly/oxpfpn. Co-presented by Rob Kingyens from KeyStone OnDemand (www.keystoneondemand.com) and Matt Childs from DreamSimplicity (www.dreamsimplicity.com).

2. According to OPEXEngine 2010 SaaS Benchmarking Report:
13% Churn Rate on average for SaaS apps.
18-Months Payback to recover customer acquisition cost.
35-Months Payback for SaaS apps with 50%+ growth rate.
What if you could reduce these numbers by 30% or more?
* Source: OPEXEngine 2010 Private Saas Benchmarking Report

4. Lead Gen & Adoption & Renewal &
Acquisition! Training! Retention!
1! 2! 3! 4! 5!
Setup & Performance
On-boarding! Support!
First 3-6 Months! 6+ Months!

6. * Source: Fleming's VAK/VARK model (wikipedia)

7. Type! PROs! CONs!
FAQ’s! 24/7 access to common questions. Static, not engaging, unstructured.
Good !
Blogs! Current, just-in-time info. Random, unstructured, dated.
Newsletters! Covers most popular topics. Passive, periodic content.
Articles! 24/7, searchable, problem/solution. Static, not engaging.
Screencasts! 24/7, engaging, on-demand. Old content, unstructured.
Better
Webinars! Live, Q&A, adapts to app. Fixed time, passive, high $, scalability.
Classroom! Live, personal touch, upsell $, cert. Fixed time, travel, high $, scalability.
Onsite Class! Live, 1-on-1 training, upsell $, cert. Fixed time, travel, high $, scalability.
Best!
24/7, engaging, on-demand, Must stay current to be relevant,
Web Courses! structured, scalable, upsell $, cert. front investment to long ROI.
Tactile Auditory Visual!

14. Popular Solutions! Keyword Searchable Content!
Role-based Courses!

15. Progress Tracking!
Visual, Auditory Learning Tutorials!
Structured, On-demand Learning!

16. Quiz Assessments, Interaction!

17. Searchable, Performance Support!

18. On-demand Video Tutorials!

19. Drill-down by Groups!
Drill-down by Content/Courses!
Filter by Status, Date, Customer, etc!

20. Category/Course Level Reporting!
Customer/User Level Reporting!

21. Workflow-based Automated Communication!
Targeted, Permission-based Emails!

22. Training Activity Reporting!
User/Asset Level Reporting!