Gartner Research

8 Ways to Build 'Sticky' SaaS Customer Relationships

Published: 04 June 2018

ID: G00353191

Analyst(s): Robert Anderson , Jeff Chamberlain , Neil McMurchy


SaaS customer "stickiness" helps drive satisfaction, retention and lifetime value. Technology product marketing leaders at emerging providers should utilize these eight practices to ensure solutions and efforts are sticky to the point where customers can't imagine a day living without them.

Table Of Contents
  • Key Challenges



  • Drive Success Through Continuous Engagement
  • Prioritize Sales Farming Skills to Improve Stickiness and Retention
  • Embrace Complaints as Opportunities
  • Create Product Features That Address Desired Outcomes
  • Deliver a Well-Tailored, Personalized User Experience
  • Nurture Community Support
  • Build a Vibrant Partner Ecosystem
  • Emphasize Ethics and Transparency
  • Summary

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