User Pilot

JULY 22, 2024

Wondering which customer engagement metrics to track? We also look at the benefits of tracking user engagement for SaaS product teams! TL;DR Customer engagement metrics measure how often customers interact with the product, how deep their involvement is, how satisfied they are with the product, and how valuable they find it.

Engagement 103

Engagement Metrics Customer Lifetime Value Benchmarks 103

User Pilot

JULY 10, 2024

You’ve probably heard the terms customer engagement and customer experience used interchangeably. The confusion makes sense, too, since the two concepts are similar, with both aiming to build customer loyalty. So, customer engagement vs. customer experience, which one should you prioritize?

Engagement 110

Engagement Customer Lifetime Value Social Media Branding 110

SaaStr

JUNE 13, 2022

Track it every month, all the time, and force your team to trend it downwards (and to trend engagement upwards). Also, of course, as you need to calculate and understand Customer Lifetime Value, Churn is going to be the #1 factor here — as an input. Customer Lifetime Value is just Churn inverted.

Sales Hiring 268

Sales Hiring Scale Churn Metrics 268

User Pilot

AUGUST 6, 2024

There’s no product growth without customer engagement. No matter how intuitive and valuable your product is, customers always need a bit of a nudge to experience its benefits and start using it as a go-to solution to their problems. We also look at examples of SaaS products with excellent engagement strategies.

Engagement 105

Engagement Retention Social Media Customer Lifetime Value 105

User Pilot

OCTOBER 31, 2024

These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. Focus on actionable product metrics While it’s easy to get lost in a sea of metrics (like churn rate , customer lifetime value, or monthly recurring revenue) not all metrics are equally useful.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Intercom, Inc.

OCTOBER 18, 2021

The SaaS industry is full of advice on the perfect product metrics to gauge your users’ activation, engagement, and interactions. Product metrics are data measurements that businesses use to evaluate the success of a product and determine how customers are engaging with it. What are product metrics?

Metrics 269

Metrics Customer Lifetime Value User Experience Engagement 269

Intercom, Inc.

APRIL 14, 2020

This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. Reduce churn by re-engaging your customers.

Retention 245

Retention Customer Lifetime Value Churn Acquisition 245

User Pilot

JULY 27, 2024

You will also see different examples of user segments and learn how to implement your segmentation strategies with Userpilot to improve customer engagement. TL;DR Data-driven customer segmentation involves dividing your customer base into sub-groups sharing certain characteristics, like age or survey responses.

Engagement 105

Engagement Data Strategy Systems Review 105

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). Lower churn leads to higher customer lifetime value (LTV), better brand reputation, and increased revenue. Happy customers bring referrals, fueling organic growth. Thats where customer feedback comes in.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

User Pilot

JULY 27, 2024

If you’ve ever been in this situation, you’ve experienced contextual engagement firsthand. How can you leverage it for better customer retention in your SaaS? TL;DR Contextual engagement is about interacting with customers with the right message at the right time. Why is contextual engagement important?

Engagement 96

Engagement Retention Customer Lifetime Value Onboarding 96

User Pilot

MARCH 5, 2025

That’s where customer engagement software comes in. The right platform will equip you with the tools to interact effectively, gather valuable feedback, and build lasting customer relationships. Qualifying questions for choosing the right customer engagement tool. Some engagement features in Userpilot.

Software Review 52

Software Review Engagement Software Scale 52

User Pilot

AUGUST 2, 2023

A customer engagement strategy can be the difference between positive and negative growth for your SaaS. But how do they know it’s actually worth it when they don’t engage long enough to find out? A successful strategy helps improve conversions , drive retention and loyalty, and increase the customer lifetime value.

Engagement 97

Engagement Strategy SaaS Customer Lifetime Value 97

FastSpring

JANUARY 7, 2021

What we’re trying to say here is, loyal Thomas the Tank Engine fans become loyal customers. What is customer loyalty? Loyalty is an emotion that stems from feeling engaged in something or someone. When you give a customer an incentive to come back, and they willingly come back repeatedly, this is known as customer loyalty.

Customer Lifetime Value 148

Customer Lifetime Value Scale Forecasting Engineering 148

ChurnZero

APRIL 11, 2025

The right onboarding strategy means more than just getting a customer using your product. User adoption drives down user acquisition costs, stretches marketing resources, increases customer lifetime value, and brings flexibility to your teams product resource investments. 5: Is your onboarding process multi-phased?

Onboarding 86

Onboarding Strategy Technical Review Customer Lifetime Value 86

User Pilot

NOVEMBER 7, 2024

Define improvement goals : Clearly articulate your goal , i.e., what you want to improve by leveraging customer success platforms. Examples could be streamlining communication or effectively tracking customer engagement to support your customer success efforts. Userpilot Best for : User onboarding and in-app engagement.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

User Pilot

MAY 30, 2025

You aim to extract meaningful insights to improve app performance and user engagement. For example, when my goal was to reduce first-session abandonment by 20% over a quarter, here are the metrics I focused on: Load speed on onboarding screens: Aim for content to finish loading under two seconds to keep new users engaged.

Mobile 89

Mobile Metrics Customer Lifetime Value Software Review 89

User Pilot

JUNE 22, 2023

The differences between a high-touch vs low-touch user engagement model may not seem that important but finding the right approach can actually make your customer success managers a lot more effective. You can apply both engagement models without writing a single line of code thanks to no-code solutions like Userpilot.

Customer Success 96

Customer Success Engagement Scale Management 96

SaaStr

JULY 30, 2024

The realized value grows as users derive value from the product, increasing engagement, retention, and stickiness. As their needs are fulfilled, confidence and trust build, and the product’s perceived value goes up. The realized value has to turn into customer lifetime value (CLV).

Underperforming Technical Team 276

Underperforming Technical Team Enterprise Scale Payments 276

Stax

JUNE 3, 2025

Prioritize customer success, not just customer acquisition While getting new users in the door is important, retention is what drives predictable revenue and strong unit economics. SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

User Pilot

JULY 22, 2023

Let’s dive in to find out and also discuss how you can improve both your customer acquisition cost and lifetime value. TL;DR Customer acquisition cost (CAC) is the money a business spends on acquiring new customers. What is customer lifetime value (LTV)? Customer Acquisition Cost.

Acquisition 94

Acquisition Customer Lifetime Value Onboarding Retention 94

Neil Patel

MARCH 2, 2021

Customer acquisition cost (CAC) is a metric that has been growing with the emergence of Internet companies and web-based advertising campaigns that can be tracked. Traditionally, a company had to engage in shotgun style advertising and find methods to track consumers through the decision-making process. per customer = $2.00.

Acquisition 145

Acquisition Metrics Customer Lifetime Value Advertising 145

User Pilot

SEPTEMBER 4, 2024

Number of total users vs. customer engagement score Total user count is a vanity metric because it doesn’t reflect how actively users engage with your product. Instead, use a customer engagement score. It helps identify at-risk customers and opportunities for increasing engagement.

Product Marketing 105

Product Marketing Metrics Customer Lifetime Value Social Media 105

User Pilot

MARCH 9, 2025

E.g., Test different tooltip designs to find which gets more engagement. This way, when it’s time to define your target audience (Step 3), you’ll have a clearer idea of who to engage with. Send targeted in-app messages with Userpilot , using modals, banners, and tooltips to improve engagement.

SaaS 83

SaaS Social Media Interviewing Scale 83

User Pilot

FEBRUARY 12, 2025

More product engagement means a stickier product. Think about Duolingos streak feature users log in daily, but are they actually engaged or just avoiding losing their streak? Product stickiness refers to how frequently users engage with a product and how essential it becomes in their daily workflows. Great news, right?

Customer Lifetime Value 52

Customer Lifetime Value Engagement Retention Social Media 52

Intercom, Inc.

NOVEMBER 7, 2018

An even better way to use CAC: pair it up with Customer Lifetime Value (LTV). That said, all this focus on Customer Acquisition Cost can actually really cripple your business. By looking at Customer Lifetime Value (LTV), or the revenue you get from a customer over their entire lifetime working with your business.

Acquisition 202

Acquisition Scale Advertising Customer Lifetime Value 202

User Pilot

NOVEMBER 6, 2023

TL;DR Customer growth is the expansion of a company’s customer base over time. Five customer growth strategies to implement: Help users discover features relevant to them. Drive engagement and product adoption with product guides. Increase new customer acquisition by incentivizing existing customers to refer others.

Customer Lifetime Value 103

Customer Lifetime Value Churn Retention Acquisition 103

User Pilot

MARCH 30, 2025

For example, if you recently launched your mobile application and are focused on driving engagement, youll want to track app engagement metrics like DAU/MAU and feature adoption. For more mature apps with stable engagement, track revenue metrics like CAC, LTV, and install-to-purchase conversion rates. Is the app making money?

Benchmarks 96

Benchmarks Mobile Metrics Software Review 96

ChurnZero

MAY 23, 2025

Customer success, when tied to revenue outcomes, is a strategic growth lever. The CS org holds the keys to driving net revenue retention (NRR), influencing customer lifetime value (LTV), improving your CAC:LTV ratio, and ultimately showing your board that growth isnt just coming from new logos – its compounding from within your base.

Customer Success 52

Customer Success Metrics Revenue Scale 52

Neil Patel

JUNE 17, 2025

Both approaches focus on long-term engagement and creating real value for customers. While brand loyalty is about encouraging repeat purchases and forging emotional connections, relationship marketing prioritizes customer satisfaction. This reflects how ready customers are to advocate for your brand.

Branding 89

Branding New CTO CTO Technical Review 89

USIO

JANUARY 15, 2024

Customer Retention: Subscriptions encourage customer loyalty as users are committed to the service for a predefined period. This reduces the churn rate, ensuring a more stable customer base. Lifetime Value (LTV): Subscription models often result in higher customer lifetime value.

SaaS Payments 130

SaaS Payments Payment Services Payments Payment Solutions 130

Buffer Resources

OCTOBER 28, 2024

It helps you manage your online presence so you can post consistently and on a schedule you choose — which can help improve engagement. 😉 I've been a Buffer customer and fan for nine years, long before I started contributing to the blog. Optimize your posting times for maximum engagement.

Social Media 106

Social Media AI Search Marketing Business 106

User Pilot

NOVEMBER 28, 2023

The total expense of bringing a new customer on board. Customer churn rate. Customer lifetime value. The total revenue a company can expect from a single customer over the course of their relationship. Customer activation rate. Churn rate formula. Performing funnel analysis with Userpilot.

SaaS Payments 105

SaaS Payments Metrics Customer Lifetime Value Marketing 105

User Pilot

OCTOBER 24, 2023

They can also increase customer lifetime value, boost user engagement, and help you unlock your business MRR. That said, we’re going to go over what resurrected users are, how you can identify dormant users, as well as explore tactics to improve customer retention. Who are resurrected users?

Customer Lifetime Value 103

Customer Lifetime Value Software Review Retention Engagement 103

User Pilot

MAY 2, 2024

TL;DR Customer retention is the ability to keep your customers actively using their products. It’s crucial for SaaS businesses because it drives revenue growth, increases customer lifetime value , reduces customer acquisition costs , and fosters positive word-of-mouth marketing.

Retention 111

Retention Metrics Strategy Scale 111

User Pilot

NOVEMBER 19, 2023

TL;DR Cross-selling is a sales and marketing tactic that helps increase the average order value by selling additional or complementary products to current customers. Effective cross-selling offers the following benefits: Adds more value for existing customers. Improves customer retention.

Customer Lifetime Value 101

Customer Lifetime Value Strategy SaaS Business 101

User Pilot

OCTOBER 24, 2023

These categories include revenue metrics, engagement metrics , and customer satisfaction metrics. Revenue growth metrics include customer acquisition cost (CAC), customer lifetime value (LTV), monthly recurring revenue (MRR), and average revenue per customer (ARPU).

Metrics 103

Metrics Customer Lifetime Value Churn Acquisition 103

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Forecasting 52

Forecasting Customer Success Payments Data 52