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Intuit QuickBooks Case StudyAjay Kumar1911348IIM Bangalore
In perspective of Indian market, churn rate after using SaaS product for a fix period isbecause of following reasons:1.If a client doesn't know about 70% of the functionality of our service, then they'reunlikely to be using it to its full potential and with time they find it highly-priced as perthe need of their business.2.If a client found value at some point but now don't. This can lead to situations wherethe product is purchased but uptake internally is poor and eventually, the tool fallsout of favour and is discontinued.3.They can hire some of the local talents to develop a product as per their needs. SinceIndia is developing as a tech hub and many local talents are available easily at a cheaprate.4.Many of the new Start-ups may offer the same service at a lower rate which couldalso cause a high churn rate of a customer which doesn’t need high tech endproducts.Retention strategy to increase customer loyalty in a highlycompetitive market1. Help the customer to develop an internal process using our SaaS product:During training, some of the internal processes of our customers could be aligned around ourproduct. For example, if one of the pipeline processes of the client is highly manual, then wecan add some new features in our product which mainly cater to that particular process. Ifthe use of our product becomes habitual, the switching costs compound over time and thechurn rate could be minimized. Also, if our product empowers the customer to attain real