Why Customers leave Saas Products?

Here are reasons why customers leave Saas products. I have worked with hundreds of customers, analysed thousands of prospects and customers comments and worked with global Saas customers and buyers in my career. 

Here are those reasons. 

Not using your Saas product - We used to use this product. It was part of our workflow however now things have changed and we do not anticipate this product to be part of our new workflow. 

Not a shiny Saas tool - There are products in the market who have shiny mobile apps and way nicer UX interactions. We are seeing AI solving a lot of our case uses, however your tool does not have AI as of today. 

Limited integrations - When we signed up we were promised 50+ integrations, however many of those integrations never worked. For some of the integrations we need to pay out of our pocket to get those integrations work. It moved the budget needle up instead of down. 

Budget constraints, Consolidation - CEO’s office is asking us to consolidate all tools. Your tool has some overlap with some of the mega platform players which are offering similar services as bundles in their current offering … 💰  

Compliance, Security, Privacy issues - These are non-negotiables in my company. We have tried to console our internal teams together; however it is not possible. The tool is not allowed in the company anymore; I am sorry. 

Saas Product became stale, legacy - 3 years back everything worked well. However, as of today we are using the exact same product. It became stale over the years. Sometimes we feel the quarterly updates we get are mere maintenance updates. In the next couple of years, the technology may become a legacy … 💥  

Here is a refresher quote for you today -

"Strive not to be a success, but rather to be of value."

– Albert Einstein

Poor onboarding - You supported well. However, all of our users never got onto the system and learned how to use it. A very very limited percentage of our users know and can use the system well. It has been that way for some time. 

Acquisitions, mergers, etc. - Next year it will be very busy. We are acquiring two new small companies and everyone is busy there. There are tools as well with those companies which can not be synced in here. Will let you know in the future. 

The Saas product did not grow with our needs - last year we requested a couple of features. Then we heard you are launching more products. We were very excited. However, that did not happen. We can not keep buying tools from separate companies as point solutions. We needed a product which can grow with our needs year over year. 

Saas Price is way too high - We thought we would need all the modules, however it turned out that is not the case. We used only a fraction of the product in the last two years however paid for all components … 👍 

Service Dis-satisfaction - A lot of users have mentioned that they have issues which are not solved for months. Their work and goals are getting hampered. They raised the issues and getting those issues solved is painful. 

Executives, Champions left the company - Usually no one from the customer will mention this. However, if you see that the executives who were involved in buying the Saas software are not with the company anymore, it is a challenge. Similar happens when Saas champions and advocates leave the company … 👏 

We felt neglected - You have hundreds of customers. Many managers are handling multiple customers and it is hard for them to support all of the Customers. We were challenged by training as well. We feel you do not worry if we stay as a customer or go. 

Misalignment on ROI - Last year was ok. However, lately a lot of people in the company are questioning the ROI of the product. There is a chat within the company that our IT team wishes to build this product and have submitted a proposal for it. The ROI, total cost of ownership which we worked on together has not gone as expected. 

I know, thank you … 🏅

Please don’t be scared - help in on the way. See the image.