Reducing SaaS Churn: Customer Education - Deepstash
Ultimate Guide to Reducing Churn

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Ultimate Guide to Reducing Churn

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Reducing SaaS Churn: Customer Education

  • A study by Bain and Co. found that a mere 5% reduction in churn can lead to a profit increase of 25-125%. That’s a massive gain for a little amount of work.
  • One of the biggest reasons that customers churn is that they don’t know how to use your product. They end up getting no real value from it. It’s a waste of their time and money.
  • That’s why it’s so important for SaaS companies to invest in customer education. The better you educate your customers, the more likely they are to stick around.


154 reads


Customer Education Idea #1 — Onboard New Users

When it comes to improving your product’s onboarding, there are two main things you need to do:

1: Define your product’s Aha! Moment: It’s where your customer realizes the amazing value your product provides.

2: Reduce time-to-value: You need to direc...


124 reads

The Content Of Your Email

  • The ultimate goal of this email sequence is to get these customers to start using this feature.
  • The best way to do this is to make them aware of what the feature is, how it helps them, and how to use it.
  • Setting up automated email sequences is a great way of improving custome...


64 reads

Customer Education Idea #4 — Launch An Academy

An academy is essentially a course that helps customers learn how to use your product and become experts. Academies often delve deeper into the product than knowledge base articles do.

The great thing about an academy is that it makes you seem like experts in your field. You aren’t just off...


69 reads

Customer Education Idea #3 — Create Educational Content

  • Most SaaS companies have a blog where they post regularly. But most companies only think about their blog as a marketing tool, not as a tool for customer education. 
  • Your blog posts don’t just have to market your product, they can also contribute to customer education.
  • Focus ...


67 reads

Customer Education Idea #5 — Update Your Knowledge Base

When faced with an issue or a feature they don’t know how to use, most customers will try to find relevant documentation to help them. Your knowledge base is often the first place they’ll look.

89% of millennials, who are one of the biggest purchasers of SaaS software, prefer to sea...


72 reads

Customer Education Idea #2 — Send Automated Email Sequences

One of the most effective ways of reaching customers, particularly if they aren’t logging into your product enough, is via email.

While most SaaS companies already realize the value of marketing automation with email sequences, few have done the same with customer education.

The two t...


73 reads




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Build Workflows Around Your Customer Churn Red Flags

Set up a workflow to determine which triggers to use based on the churn risk factors you’ve identified.

For SaaS providers, you might look for customers that haven’t logged into their account for X number of days, didn’t complete the onboarding, or have stopped using your product.

Do ...


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