In my blog on SaaS challenges, i had mentioned that one of the key challenges that ISVs face today is "Customer Retention". Lets look at some of the possible ways to retain customers
- Provide some on-premise features like backup of critical data
- Provide capabilities for the customers to integrate their application / data with your hosted product. Today we are seeing on-demand integration products from BridgeWerx and Informatica which would help you to do this.
- Usability is a key aspect, customer should find it very intuitive to use your service. Google bosts of a simple user interface as one of the reason why it is able to retain and attract customers
- Expose all your features also through well documented web-services
- Provide confidence to the customer about the quality of your service by providing rich SLA's
- Instill confidence in him that he will be able to leave you at any point of time by providing a transition path as a part of contract
- Provide a platform for him to extend your features
- Make your application truly multitenant and ensure that the application has high responsiveness in the order of milli-seconds
- Make the application easily customizable through meta-data.
- Last but not the least, price it attractively for the customer, be more innovative than the user/month pricing model
There is still a lot more to this list.
Technorati tags: SaaS, Software as a Service
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