Jahnavee Ramalingam’s Post

Let's talk about the Watermelon Effect. Just like a watermelon, where everything appears fresh and green on the outside but could be hiding red, juicy issues on the inside, your customer health metrics might be masking some serious churn risks. Relying solely on traditional signals and Customer Health Scores often leads us to miss the deeper problems. Sure, it's easy to spot the obvious red flags: like customers who barely touch the product. BUT. Imagine a customer who uses every feature extensively, logging in around the clock. On the surface, they look like the picture of health. But if you only focus on these superficial metrics, you're missing the potential rot inside – the true dissatisfaction that’s festering beneath - This is the Watermelon Effect in action. By only looking at surface-level indicators, we overlook the hidden risks that lie beneath. To truly understand and mitigate churn, we must dig deeper. Key Strategies to Prevent Churn: 1. Track Meaningful Outcomes: Focus on the results that matter most to your customers. Understand their goals and ensure your product delivers the necessary outcomes. 2. Identify Expectation Gaps: Regularly compare your customers' projected results with their actual outcomes. Address any discrepancies to prevent dissatisfaction. 3. Look Beyond Surface Metrics: Don't rely solely on high engagement as a sign of customer health. Investigate deeper to uncover any hidden issues. 4. Understand Customer Goals: Know why your customers invested in your product—whether it's to increase revenue, reduce costs, eliminate risks, or boost productivity. 5. Proactively Address Issues: Use insights from customer data to identify potential problems early and take corrective action before they lead to churn. By implementing these strategies, you can overcome the Watermelon Effect, ensuring you detect and prevent hidden churn risks. Keep your customers satisfied and loyal by looking beneath the surface and addressing the real issues. #customersuccess #churnprevention #watermeloneffect #customerretention #csm #b2bsaas #customerexperience #customerhealth #productmetrics #customeroutcomes #customerengagement #customersatisfaction #businessgrowth #customerinsights #kale

🚀 What does a sudden drop in churn rate mean? Blessing or curse? 🚀 A sudden drop in churn rate can be a double-edged sword. Let's dive in! 🔍 Good news:  A decline in churn rate can indicate that your recent customer retention strategies are working. Maybe your new features are hitting the mark, or your customer support is on fire. It's like hitting a high score in a game – you're doing something right! 🎉 🕵️ Red flags:  But, beware! A sudden drop might also be masking underlying issues. It could be a temporary effect due to seasonal trends or an aggressive discount campaign. It's like finding out your high score was because of a game glitch – a bit of a letdown, right? 😅 According to Austin Yang, cohort analysis 📊 can help you understand whether the drop in churn is sustainable. You can look at your retention curves and see if the improvement is consistent across different customer segments. 💡 It’s good to always dig deeper. You can use retention metrics like Net MRR Retention to see if you're retaining high-value customers, not just more customers. Not all customers contribute equally to your revenue. In the end, a sudden drop in churn rate is a signal to investigate further. Celebrate the wins, but stay vigilant for potential pitfalls. After all, in the world of SaaS, there's always more than meets the eye! 🚀 #B2BSaaS #CustomerRetention #ChurnRate #SaaSFounders #BusinessGrowth #Kale

Why discounts are your biggest enemy for customer retention in B2B SaaS 💥 While building Kale, through my user interviews with various retention experts, I’ve learned that discounts, while tempting, can be a double-edged sword. Sure, they might attract customers quickly, but they can severely hurt your retention strategy in the long run. Here’s why: 1. Devalues your product 📉: Offering frequent discounts can lead customers to believe your product isn’t worth its full price which in turn makes them value your product less. They may start waiting for the next discount rather than paying the regular rate. This could lead to decreased engagement and higher churn rates. 2. Unsustainable growth 🚫: Discounts can create a false sense of growth. According to Price Intelligently, companies using discounts heavily often see a spike in churn when the discounts end. Customers attracted solely by discounts tend to be less loyal. 3. Attracts bargain hunters 💸: Discount-seeking customers are less likely to stick around once the price goes up. A study by SaaS Capital found that companies with less discounting had a 30% higher CLV. Instead, focus on value-driven retention strategies. Invest in enhancing customer experience, providing exceptional support, and continuously improving your product based on customer feedback!  #CustomerRetention #B2BSaaS #PricingStrategy #Kale #RetentionStack

It was lovely chatting with you Rohit, thanks for having me on the podcast :)

Celebrating Homegrown Indian Brands! Hey LinkedIn Family, I’m kicking off a new series where I’ll be highlighting some amazing homegrown Indian brands that I’ve personally used and loved. In a world full of big names, these local gems have really impressed me with their quality and uniqueness. Each week, I’ll share my experiences with a different brand. FYI I am not getting paid for this! It's purely in the spirit of paying it forward. To kick this series off, I want to talk about Born Good, founded by Mohit Belani. It all started when I realised my cleaning supplies were filled with chemicals I couldn't pronounce and also always peeled my skin when I washed my dishes or triggered a migraine when using my floor cleaner. While doom scrolling on instagram the algorithm Gods heard my plea and showed me some Born Good products. The designer in me absolutely loved their packaging! And such amazing subtle fragrances like Arctic air and Brazilian teak wood. Here are some major wins that wooed me over - Their products are USDA-certified and made from natural ingredients like coconut extracts and citric acid. Safe for the environment, my home and my dog too! 🥥🍋 Hello! No more toxic fumes and harsh artificial fragrances so goodbye scratchy throats and migraines 🌬️ Don’t let the gentle ingredients fool you. These products are tough on grime and dirt. I am speaking from personal experience here.✨ By the way, did you know that switching to eco-friendly products can reduce indoor air pollution by up to 50%? 🌍 That’s a stat I’m happy to support, both at home and in the office. If you’re looking to make a sustainable switch at home, I can’t recommend Born Good enough. Small changes, big impacts, and a cleaner, greener home! 💚 Let’s support and celebrate our homegrown heroes together. #MadeInIndia #LocalLove #SupportLocal #EcoFriendly #SustainableLiving #HomeCleaning #BornGood #CleanGreen

While building Kale and talking to many mid-market and early enterise revenue leaders, I’ve realized that long tail customers represent a vast pool of untapped potential! One of the most effective ways to retain these customers is by consistently demonstrating the value your platform provides. But how do you go about it? Based on everything we learned, we (me and Kishore V.) have put together a small video on how to deliver consistent value, especially to your long-tail customers. Check it out! #CustomerRetention #B2BSaaS #CustomerEngagement #ValueDemonstration #SaaSStrategies #Kale #RetentionStack

Ever wondered how micro-interactions in your product can skyrocket user engagement? Let’s dive into it! 🚀 Micro-interactions are those subtle, delightful moments in your app that guide users and provide feedback without them even realising it. Think of them as the little nudges and hints that make the user experience smoother and more enjoyable. Here’s why they matter: 🔍 Guidance and feedback: Micro-interactions provide immediate feedback, guiding users through complex processes. This reduces friction and makes the user feel more in control. 🌟 Engagement boost: A study by Forrester found that well-designed micro-interactions can increase user engagement by up to 40%. They make your app more intuitive and enjoyable to use. 🎯 Error prevention: They help in preventing errors by subtly correcting users. For instance, an animated shake for an incorrect password entry is much more effective than a static error message. 📊 Data-driven insights: According to Nielsen Norman Group, micro-interactions can increase user retention rates by 15%. They offer valuable data on user behaviour, helping you optimise the user journey. In the words of UX guru Don Norman, "Details matter. It's worth waiting to get it right." These tiny details can make a massive difference in how users perceive and interact with your product. So, if you’re looking to boost user engagement and retention, start paying attention to those micro-interactions. They might just be the secret sauce your B2B SaaS needs! 🍔✨ #CustomerEngagement #UXDesign #B2BSaaS #UserExperience #MicroInteractions #Kale #selfservice #productleddesign #PLG

Identifying a bad-fit customer is crucial for maintaining a healthy churn rate in your B2B SaaS company. 🚀 But who exactly is a bad fit customer, and how can they impact your business? 🤔 A bad-fit customer is someone who doesn't align with your product's value proposition. They may have different needs, expectations, or goals that your product simply can't meet. It's like trying to fit a square peg into a round hole – it just doesn't work! Here’s how you can identify them: 🕵️♂️ Mismatch in needs: They have requirements that your product cannot fulfil. Low engagement: They rarely use your product or engage with your support. Frequent complaints: They consistently express dissatisfaction, despite reasonable efforts to assist. Delayed payments: They have issues with the pricing model or payment processes. Bad fit customers can significantly increase your churn rate. They are more likely to leave after a short period, costing you not only in lost revenue but also in the resources spent trying to onboard and retain them. According to HubSpot, companies with a churn rate of less than 10% grow at least 1.5x faster than those with a higher churn rate. Your customers are your heroes and every hero has their unique strengths and weaknesses. If you try to make Hulk a tech genius or Iron Man a stealth spy, it's not going to work out well. They need to be in roles that fit their skills to succeed. By focusing on attracting and retaining the right customers, you can ensure a lower churn rate and a healthier, more sustainable business growth. 🌱 #CustomerSuccess #B2BSaaS #CustomerRetention #ChurnReduction #StartupGrowth #Entrepreneurship #Kale

🎬 Behind every great startup, there's a husband playing a grumpy customer! Check out our new video featuring Harish as the disgruntled customer, and KaleHQ Nikilesh Muralidhar 🎥 #CustomerCancellations #Kale #retention #cancellationflows