2018 SaaS User Adoption & Onboarding Benchmarking Report infographic

For SaaS companies, recurring revenue is the name of the game. However, as this business model continues to grow in prominence, so does the competition between companies. Good first impressions are essential. Keeping customers for the long haul and achieving negative churn is the new measure of a company’s ability to grow.

In short, user adoption is everything to a recurring revenue business.

But what is user adoption, exactly? User adoption is the process of ensuring each of your users is successful in using your product to achieve their business goals. If managed effectively, adoption leads to higher retention rates and unlocks new growth opportunities for your business.

To understand how companies are managing and prioritizing user adoption efforts today, we conducted a survey of more than 450 SaaS leaders. We uncovered our findings in the 2018 SaaS User Adoption & Onboarding Benchmarking Report. The infographic below shows the highlights from that report.

Click the infographic to enlarge it.

PURPOSE:

For SaaS companies, recurring revenue is the name of the game. However, as this business model continues to grow in prominence, so does competition between companies. Good first impressions are essential. Keeping customers for the long haul and achieving negative churn is the new measure of a company’s ability to grow.

WHO:
– 72% operate in the B2B market
– 49% of companies fell in the 50–999 employee size range
– 65% percent of respondents were from customer success roles
– 60% of responding companies have been in business less than 10 years

THE GREAT DIVIDE:
– Nearly 3 out of 4 respondents spend up to half their week dealing with user adoption initiatives.
– Nearly 50% of respondents have no formal user adoption programs in place.
– SaaS leaders are spending time on projects that don’t have a formal strategy within the organization and can’t be measured.

KEY FINDINGS
1. Companies want onboarding at scale
2. Companies struggle to measure user adoption
3. Companies have little focus on accountability for user adoption