68% Increase in Retention

LambdaTest platform provides secure, scalable, and insightful test orchestration for customers at different points in their DevOps (CI/CD) lifecycle. Over 2 Million+ users across 130+ countries and leading enterprises rely on LambdaTest for their testing needs.

Location: California, USA

Industry: SaaS

Challenges

Lambdatest’s flagship product, its cross-browser testing solution, is the primary driver in attracting new users to the platform.
The target market for this solution comprises freelance creators, designers, and other related individuals within the creative economy.
However, despite its initial success in drawing in users, the product’s retention rate has been suboptimal, with a significant number of users voluntarily churning.
Therefore, the key objective for Lambdatest at this juncture is to focus on retaining and re-engaging users, as this is crucial to achieving its aspiration of becoming a leading SaaS unicorn.

Strategy

By implementing an exit survey and tailoring personalized offers based on customer feedback, decreased voluntary churn by 88%.
Increased retention by 52% by running monthly to yearly upgrade campaigns which increased the LTV by 12%.
Successfully predicted and prevented involuntary churns, leading to a decrease of 17%.
Re-engagement through “win-back campaigns” brought back 23% of the past churned users.
Instrumental in implementing Braze lifecycle management platform for end-to-end lifecycle Automation.

Outcomes

68%

Increase in Retention

23%

Old Customers Wonback

88%

Voluntary Churn Reduced

17%

Involuntary Churn Reduced

We were experiencing significant drops in user retention due to voluntary churn, and John took a deep dive into our data to identify the root causes. Through his meticulous analysis, he was able to develop customized automations and solutions that effectively reduced churn and successfully won back previously lost users.