Poor customer engagement is one of the biggest reasons for customer churn for any SaaS business. Customers will love your products as long as they enjoy the experience. However, the slightest inefficiency in customer engagement can lead to churn, compelling them to shift to competitor products – impacting the bottom line and the market position.
Customer Engagement starts with onboarding unless your application is low-touch and product-led; this stage is crucial in determining success. For example, how well is your software being adopted? Do you have measures to track the most used features, and is there constant and consistent feedback to product management and engineering?