To achieve user retention, time is the decisive factor.

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Editor’s note: In the context of mass entrepreneurship and innovation, we are exposed to new entrepreneurial projects every day. However, starting a project from scratch, to being truly successful, and making everyone use your product is not an easy task. The original title of this article is A 9-minute guide to winning at customer retention. The author is Aytekin Tank, founder of the online tabulation tool JotForm. Aytekin mainly introduces how he keeps users from 0 to 5 million users. This is the next part of this series. This article is based on the opposite of the previous user retention, ie the user churn angle. The winning factors that users retain, and the nine ways to attract users and achieve user retention. I hope to inspire you.

Extended reading: JotForm founder: From 0 to 5 million users, I do this user retention (on)< /p>

JotForm founder: from 0 to 5 million users, I do this user retention (below)

Image source:

Time is the decisive factor

Unless there really happens something that the user really can’t accept, the user won’t decide to abandon the product.

In general, the process of users abandoning products is decremented over time. For example, the frequency of use is started one day later, and then slowly becomes once a week, once a month, until it is completely abandoned.

Therefore, this account may suddenly become active again, but the user may not have any interaction.

After six months, the user received a marketing email from the product team, and the user discovered that he had not logged out of the account. Hey! Nausea warning! Many companies will send users something like “Please don’tLeaving our “sentimental” email, hopes to reverse the user’s thoughts.

However, in most cases, this will only be “unintentional,” resulting in more users completely abandoning the product.

At that time, it’s too late to try to remedy it. In fact, the remedy should be in place a few months ago. During these few months, maybe users have tried to experience other companies’ products or services. Nothing to play!

Therefore, it is worth noting that you should find and solve your nausea problems as soon as possible. This means that the analysis of user churn should be late and should not be slow. At the same time, when it is first discovered that there may be user churn, it is necessary to find ways to retain users.

9 ways to attract users and achieve user retention

After analyzing user data and even actively communicating with users and listening to their ideas, you need to develop a series of countermeasures against the increase in user retention and the reduction in user nausea.

My previous article also wrote that the best way to attract users is through a sincere conversation.

The following nine suggestions may help you take the first step in user retention.

1. Specific analysis of specific issues, and then targeted countermeasures

Because last week’s subscribers decided not to renew, or if a loyal user who insisted on using the product for more than three years decided to abandon the product, you must propose a different user retention strategy.

At the same time, try to avoid the so-called “we miss you” and “how can you leave us” a cliché that may make users feel guilty and uncomfortable.

The more personalized the user experience, the better the corresponding effect. You can use the Customer Management System (CRM) tool to store user information from various sources.

JotForm founder: from 0 to 5 million users, I do this user retention (below)

Image Source: JotForm

2. Passing the most value

“Value added” is one of the powerful tools to improve user retention. To achieve “value added” purposes, you can use the following three methods:

    Image Source: JotForm

    6. Provide full time support

    Now users are hoping to get timely feedback when there is a problem. Even letting them wait for a while can have undesirable consequences. You can ensure that users receive timely official feedback and support through online real-time communication services.

    7. Delivering results

    If you can pay more attention to the value delivered by the product or even the return on investment, the user may be more retained. By regularly delivering the achievements of the product to the user, the user is always more likely to retain their value and to retain the user.

    8. Keep in mind the principle of reciprocity

    A small charity is always unforgettable. Therefore, keep in mind that the principle of reciprocity is also a way for users to retain. Small surprises such as amazing emails, personalized thank-you cards, and unexpected rewards often produce unexpected surprises.

    9. Take advantage of product updates

    When a product is about to announce a major update, members of the internal team will definitely know the information in advance, but the user is unaware of it. Therefore, in terms of product performance improvement or software upgrades, it is necessary to keep the user informed of this information. In addition, they should show them new ways and experiences to experience this product in advance, so that they can feel the “value added” of the product.

    JotForm founder: from 0 to 5 million users, I do this user retention (below)

    Image source:

    written at the end…

    In the early days of entrepreneurship, there will be users who believe that your product is not suitable for them. This is not surprising. This does not mean that as long as there is a problem, it is necessary to gocorrect.

    When the user decides to abandon the product, don’t forget the “love relationship” mentioned at the beginning of the article. So don’t fight back and swear. Let them go, and try to keep friends with them (so don’t push marketing emails or call them).

    The various methods and recommendations mentioned in the article are significantly different from the so-called shortcuts. A personal relationship or relationship is not established overnight. Similarly, the relationship between products and users is the same.

    Products and services are long-term drivers of user loyalty and retention. And to work hard on these two aspects, there is no such thing as a shortcut.

    Translator: Ishii Junichi