Software ua ib qho Kev Pab Cuam (SaaS) Churn Kev Txheeb Ze Rau Xyoo 2020

saas churn tus nqi txheeb cais

Peb txhua tus tau hnov ​​ntawm Salesforce, Hubspot, lossis MailChimp. Lawv tau tiag tiag ushered lub sijhawm ntawm nce SaaS kev loj hlobCov. SaaS lossis Software-as-a-service, tsuas yog muab tso, yog thaum cov neeg siv tau cov software ntawm cov npe khoom yuav khoom. Nrog rau ntau qhov zoo xws li kev ruaj ntseg, chaw cia me me, yooj ywm, kev siv tau ntawm lwm tus, SaaS cov qauv tau ua pov thawj zoo heev rau cov lag luam loj hlob, txhim kho cov neeg siv khoom txaus siab thiab cov qhua tuaj noj mov kev paub. 

Kev siv software yuav loj hlob ntawm 10.5% hauv 2020, feem ntau yuav SaaS tsav. SaaS thiab cov haujlwm huab tau txawm tias tau txais kev txhim kho vim yog Covid-19 nrog 57% ntawm cov tuam txhab npaj los txhawb lawv txoj haujlwm.

Gartner thiab Flexera

SaaS kev loj hlob tuaj yeem piav qhia vim muaj cov txiaj ntsig tshwm sim los ntawm kev siv hauv kev ua lag luam, cov neeg siv khoom zoo, kev muag khoom thiab khaws cia. SaaS kev lag luam tuaj yeem muab piv rau cov nroj tsuag. Kev ua neej nyob, muab khoom, txhim kho, loj hlob, thiab sib cog lus thaum lub sijhawm los. Thiab thaum kev lag luam loj hlob, cov neeg muas zaub kuj tuaj thiab mus. Cov churn nqi no tuaj yeem cuam tshuam koj lub lag luam thiab tso cov kev txwv ntawm kev ua lag luam nthuav dav thiab kev loj hlob.

SaaS Churn Nqi: Piav qhia 

SaaS churn tus nqi, tsuas yog muab tso, thiab qhia tus nqi uas koj cov neeg lag luam tam sim no tshem tawm / thim lawv cov kev pom zoo hauv ib lub sijhawm. 

Nws yog qhov kev taw qhia txog kev nqis peev tus neeg siv li cas rau koj txoj kev hais lus ntawm kev siv tau, lub hom phiaj, nqi, thiab khoom xa tawm. Churn tus nqi txiav txim ntawm lwm yam, yuav ua li cas koj cov khoom lag luam tau koom nrog nrog cov qhua tuaj noj mov. 

Thiab rau SaaS kev loj hlob, kev loj hlob (kev kos npe tshiab, kev sib tw, thiab lwm yam) yuav tsum nco ntsoov tshaj li tus nqi churn (rho tawm, cov neeg poob lawm). 

mrr kev loj hlob
Tau qhov twg los: Custify

Txij li SaaS tau kwv yees loj hlob mus thoob ntiaj teb, kev ua kom cov qhua tuaj noj mov thiab cov neeg siv khoom zoo yog qhov tseem ceeb txo cov nqi SaaS churnCov. Txij li cov neeg siv khoom txaus siab yog ib qho ntawm cov kev sib txawv ntawm cov tuam txhab muaj kev vam meej thiab lwm tus, kev paub cov neeg siv khoom tau dhau los ua ib qho tseem ceeb ntawm kev ua lag luam tag nrho txoj kev vam meej thiab kev loj hlob ntawm tuam txhab. 

Txhawm rau kom koj hloov kho nrog cov ncauj lus tshiab kawg thiab kawm txog dab tsi kom zam dhau, peb tau sau cov npe ntawm 10 SaaS Churn Statistics rau 2020.

Yuav Ua Li Cas Xam Churn Tus Nqi

Tej zaum nws yuav yog qhov yooj yim, tab sis kom suav lub Churn Tus Nqi rau Software ua qhov Kev Pab Cuam, muaj qee qhov nuances. Tsuas yog, Churn Tus Nqi yog tus naj npawb ntawm cov neeg muas zaub uas sab laug muab faib los ntawm tag nrho cov neeg ntawm cov neeg muas zaub thaum pib ntawm lub sijhawm ntsuas ... suav raws li feem pua Ntawm no yog tus Churn Tus nqi sib tw:

Churn \: \% = \ sab laug (\ pib {array} {c} \ frac {Number \: ntawm \: Tso Tseg \: Cov Neeg Tuaj} {Tus naj npawb \: ntawm \: Tag Nrho: Cov Neeg Sawv Cev \: ntawm \: cov \: pib \: ntawm \: lub sijhawm: sijhawm} \ xaus {array} \ txoj cai) = \ times100

Tej yam yuav tsum nco ntsoov thaum suav Churn:

  • Koj yuav tsum tsis suav txhua tus neeg siv khoom tshiab los ntawm cov kev suav no. Churn tsuas yog kev sib piv ntawm kev tso tseg thiab cov neeg siv khoom tam sim no.
  • Koj yuav tsum xam siv tib lub sijhawm, tab sis qhov ntawd tuaj yeem tsis yooj yim. Tej zaum qee tus neeg muas zaub tau sib cog lus sib txawv ntev, kev them nyiaj sib txawv, los yog muaj ... koj yuav xav ntu ntu suav raws li saib seb puas cuam tshuam churn.
  • Koj yuav tsum txuas ntu ntxiv rau koj cov neeg siv khoom los ntawm cov khoom sib xyaw lossis pob uas lawv tau ntim rau. Qhov no yuav muab cov lus qhia ntxaws ntxiv rau koj kom zoo rau koj tus nqi lossis cov pob khoom cuam tshuam churn.
  • Koj yuav tsum xam koj churn tus nqi raws li qhov muag thiab qhov nqi raug txais yog dab tsi. Tej zaum koj yuav pom tias lub churn tus nqi ntawm koj qhov kev tshaj tawm uas tau tshaj tawm uas tau tshaj tawm cov phiaj xwm yuav ua rau txoj kev lag luam kev lag luam tsis muaj kev cia siab rau kev noj qab haus huv ntawm koj lub tuam txhab.
  • Koj yuav tsum xam churn tsis tu ncua los saib xyuas koj li kev hloov ntawm qhov tsis zoo thiab seb nws nce ntxiv (ua tsis zoo) lossis txhim kho (cov neeg siv khoom txaus siab) dhau sijhawm.

Churn tsis yog ib txwm ua phem ... ntau lub tuam txhab SaaS siv churn los hloov cov neeg tsis muaj txiaj ntsig nrog cov neeg muaj txiaj ntsig zoo dua. Txawm hais tias koj yuav muaj qhov cuam tshuam tsis zoo nyob rau cov xwm txheej no, koj txoj kev lag luam yuav muaj txiaj ntsig ntau dua hauv kev ua lag luam ntev. Qhov no yog hu ua Net Tsis Hnov Nyiaj Txhua Hli Nyiaj rov qab los (MRR) Churn, qhov twg koj cov nyiaj tau ntxiv ntawm cov neeg tuaj tshiab thiab tam sim no tshaj qhov nyiaj koj tau los ntawm kev txo qis thiab tshem tawm.

10 SaaS Churn Cov Txheeb Xyuas Xyoo 2020

  1. Lub sijhawm SaaS churn thiab Daim Ntawv Cog Lus - SaaS cov tuam txhab uas sib cog lus nrog cov neeg lag luam 2 xyoos los yog ntau dua yuav muaj kev tshaj tawm qis dua. Cov ntawv cog lus ntev dua, txhua xyoo lossis ntau dua, tau coj tus nqi qis qis dua nrog rau tus qauv kev txhawb nqa lub hlis uas tau muaj tus nqi churn yuav luag 14%. Qhov no tuaj yeem sau cia rau kev ncaj ncees, cov neeg siv khoom dhau los, thiab cov khoom lag luam ua tau zoo ntawm lwm tus.
  2. Churn tus nqi thiab kev loj hlob qib - Cov tuam txhab lag luam qes thiab pib ua haujlwm yog cov muaj kev pheej hmoo siab dua. Feem ntau cov tuam txhab qis qis, yuav luag 42%, pom cov churn siab dua li cov tuam txhab kev loj hlob. Qhov no tuaj yeem raug ntaus nqi rau cov khoom lag luam, kev sib tw ua lag luam, lossis kev coj ua ntawm cov neeg siv khoom.
  3. Cov Ntawv Nruab Nrab Txhua Hnub Churn Feem - Rau cov lag luam uas tau nyiaj tsawg dua $ 10 lab txhua xyoo, 20% yog qhov nruab nrab txhua xyoo SaaS churn tus nqi. Cov tuam txhab SaaS Nruab Nrab poob txog 5% rau 7% feem pua ​​ntawm cov nyiaj tau los tsis tu ncua txhua xyoo. Qhov no txhais tau tias, ntau tshaj ob feem peb ntawm SaaS cov tuam txhab tau 5% lossis ntau dua tus nqi churn hauv ib xyoos. Tsis tas li, 5-7% yog suav tias 'lees paub churn' nyob ntawm seb qhov loj me ntawm cov koom haum.
  4. SaaS Churn Nqi thiab Muag Khoom - Kev muag khoom thiab cov neeg siv kev sib raug zoo yog lub hauv paus los khaws tus neeg thiab chuck churn. Raws li MarketingCharts, kev muag khoom channel muaj qhov siab tshaj plaws ntawm 17% thaum kev muag khoom nruab nrab ntawm 11% mus rau 8%. Sab hauv kev muag khoom muaj tus nqi churn 14%. Qhov no yog ib zaug ntxiv rov qab qhia meej txog qhov tseem ceeb ntawm cov neeg siv kev sib raug zoo thiab kev siv tus kheej kev coj ua hauv kev khaws thiab nce siab ntawm cov neeg siv khoom.
  5. Mobile Apps thiab SaaS Churn Cov Nqi - Tus nqi txhua hli ceev ntawm cov apps mobile ntawm 41.5% yog ib qho kev tshwm sim. Qhov no yuav luag 4 zaug siab dua tus neeg siv kev paub nrog lub web interfaces raws li Reply.io. Kev sib tham sib mobile apps uas tsom mus rau cov khoom lag luam tau pab txhawb rau qhov no kom tsawg dua kev sib hloov.
  6. Cov Neeg Siv Khoom thiab Tus Nqi Churn - Thaum 47% pom zoo rau kev lag luam yog tias nws muab kev pabcuam zoo rau cov neeg siv khoom thiab cov lus teb, 42% tshuav kev SaaS ua haujlwm vim yog cov neeg siv khoom tsis zoo. Cov neeg siv tam sim no xav tau cov kev paub dhau los ua ib qho uas yooj yim rau cov neeg siv khoom zoo. Yuav tsum muaj kev hloov kho kom zoo rau cov neeg siv khoom kom txo tau cov nqi churn.
  7. Tus naj npawb ntawm Cov Neeg Siv Khoom thiab Cov Nqi Churn - Yuav luag 69% ntawm SaaS cov tuam txhab coj tus naj npawb ntawm cov qhua tuaj noj mov thaum ntsuas cov nqi churn. 62% siv cov nyiaj tau los ua lawv qhov laj kab pib kom nkag siab txog tus nqi churn. Dhau li ntawm no, cov neeg siv ntawv tso cai kuj tseem yog lwm txoj hauv kev los ntsuas tus nqi churn.
  8. Cov Neeg Yuav Khoom Tshiab thiab Churn Cov Nqi - Cov tuam txhab lag luam yog ua ntej rau cov neeg siv khoom tshiab kom nyob twj ywm thiab txhim kho cov lej. Tsuas yog 59% ntaus nqi cov neeg siv khoom lag luam txuas ntxiv thiab txaus siab yog qhov tseem ceeb. Qhov no tsis muaj qhov ua tiav ntawm cov neeg siv khoom ua rau muaj cov nqi siab dua. Upselling thiab cross-muag muag muaj qhov siab zoo rau kev nthuav dav ntawm kev lag luam.
  9. SaaS Kev Tshawb Fawb ດ່ວນ - Cov tuam txhab SaaS ceev tshaj plaws muaj qhov nruab nrab ceev ntawm 3.9 txog 1. Txawm tias Mamoon qhov kev cai rau kev cog lus rau SaaS cov tuam txhab yog 4, cov tuam txhab tau qhia cov txiaj ntsig zoo los ntawm kev tsim cov nyiaj tau poob rau churn.
  10. Nce Churn tus nqi - Thaum 34% ntawm cov tuam txhab pom lawv tus nqi churn nqis, 30% tshaj tawm lawv cov churn tus nqi nce. Nws tseem tuaj yeem sau tseg tias feem ntau ntawm cov tuam txhab tshaj tawm qhia siab churn tus nqi nyiaj tau los tsawg dua $ 10 lab.

Hauv qab-kab: Ua koj SaaS lo

Muaj qhov xav tau kom nco ntsoov tias cov neeg siv nyiaj tuav cia, muab siab npuab, thiab ua tiav yog cov yuam sij rau kev lag luam kev loj hlob thiab ua tiav. Los ntawm kev coj ntawm neeg kev thaum ntxov, ib qho tuaj yeem txo cov nqi churn. Nws tseem yog qhov tseem ceeb los pab koj cov neeg siv khoom nrog koj SaaS kom lawv tuaj yeem txais kev pom muaj nuj nqis thiab tseem lees txais lawv cov lus tawm tswv yim los txhim kho cov neeg siv kev paub thiab cov qauv tsim. Kev daws teeb meem rau cov neeg siv daws teeb meem thiab ntsuas kev siv yuav pab txo tus nqi churn thiab txhawb kev loj hlob. 

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