Paul Stamatiou is doing a great job describing the concept of “User Retention as a Service” and from the long thread of comments, we can certainly learn that this is a true pain point folks have.

The basic idea as described in the post is to run drip marketing campaigns based on user life-cycle and as opposed to mass marketing email or time-based marketing systems.

I absolutely agree! And in fact, this was one of the first features we’ve put into Totango. And yes, we provide this feature as a service πŸ˜‰

The importance of doing communication with users based on their life-cycle is clear. Instead of bombarding all users with the same message regardless to their status and progress of using or evaluating a service, way more effective way is simply ‘talk’ to users in a way which is specific, personalized and timely.

I had several discussion with Steve Bartel from Dropbox to learn about how they communicate so effectively with their users. And indeed, Dropbox has developed an internal system which does exactly that – it communicates with users based on their usage (or lack of) within Dropbox.


I like that – it is a great concept!

Share on facebook
Share on twitter
Share on linkedin

Get the latest

Archives

Explore more articles

Scale your CS operations

3 ways to effectively scale your CS operation

2 – min read In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Enter customer success operations: a data-driven process that

How To Ask A Client For A Referral [+ Templates]

7 – min read ClieOne of the most basic principles of customer success is using your products and services to create advocates for your company/product/brand. Having an army of happy customers can