Do beats Show and Tell. Multi-sensory environments improve our ability to learn, requiring us to be active participants in our learning.

https://www.conferencesthatwork.com/index.php/event-design/2013/09/do-beats-show-and-tell

#meetings #EventDesign #learning #ActiveLearning #retention #participation #eventprofs

Turns Out They Didn’t Really Want You To Bring Your Whole Self To Work

https://fed.brid.gy/r/https://www.techdirt.com/2026/02/03/turns-out-they-didnt-really-want-you-to-bring-your-whole-self-to-work/

Mình vừa ra mắt SaaS tặng quà kỹ thuật số "Dear Lover" - tạo trang yêu thương (tin nhắn + GIF + nhạc + ảnh), gửi link và người nhận có thể hồi âm. Giá $4.49/năm hoặc mua trọn đời. Muốn học hỏi về vòng lặp sử dụng & giữ chân người dùng: yếu tố giữ chân là gì – thêm dịp sử dụng, mẫu thiết kế hay gửi định kỳ? Tỷ lệ nào quan trọng nhất: tạo lại, chia sẻ-tạo mới, hay tỷ lệ hồi âm? Có nên tập trung vào gói trọn đời ngay chưa? #SaaS #IndieBuilder #DigitalGifting #DearLover #Retention #ProductLoop #SaaS

Doanh thu MRR 65k USD, churn 4.2% nhưng thực tế churn người dùng 71% khi tách GRR/NRR. Cải thiện onboarding tự động, nhắc nhở giá trị, dashboard tính năng ⇒ GRR lên 84%, churn giảm 2.5%, thu hồi 22k USD MRR, NRR +11%. Giảm churn 2% tăng LTV 50%. Theo dõi GRR và NRR riêng, không chỉ churn tiền. #SaaS #Growth #Retention #Metric #KinhDoanh #ĐịnhHướng #Onboarding

https://www.reddit.com/r/SaaS/comments/1qsty5b/i_wasted_two_years_ignoring_the_real_churn_number/

Đối với SaaS giai đoạn đầu, nhà sáng lập thường đo retention khách hàng (logo cohort) để kiểm tra product‑market fit. Nhà đầu tư lại quan tâm hơn tới revenue cohort – doanh thu của cùng một nhóm theo thời gian, bao gồm upsell, downgrades. Bạn có thể mất khách nhưng vẫn đạt NRR > 100% nếu expansion > churn. Khi SaaS mở rộng, revenue retention trở thành chỉ số quyết định. Bạn ưu tiên gì? DM để phân tích. #SaaS #Retention #Revenue #KhởiNghiệp #Startup #Cohort #NRR

https://www.reddit.com/r/SaaS/com

Tỉ lệ giữ chân khách hàng (Retention) của ngành B2B SaaS vừa giảm từ 76% xuống 74%. Dù chỉ là 2%, nhưng con số này cực kỳ nguy hiểm nếu tính theo cấp số nhân trong 5 năm.

Nguyên nhân chính:
- Onboarding kém.
- Khách hàng không khai thác hết tính năng.
- Không nhận được giá trị thực tế từ sản phẩm.

Lời khuyên: Hãy theo dõi GRR tách biệt với NRR để thấy rõ thực trạng rời bỏ dịch vụ.

#SaaS #Business #Retention #B2B #KinhDoanh #CongNghe #Startup #CustomerSuccess

https://www.reddit.com/r/SaaS/com

Metrics that matter: Retention > Acquisition. You can't fill a leaky bucket, no matter how fast you pour water in. #analytics #retention #growth #startup #saas #business #metrics

Retention and completion in online learning: recommended strategies for improvement

Why learner support is the heart of an effective program

If you are designing an online or blended program for busy professionals, the single most powerful lever you control is how you support learners.

When support is strong, people are more likely to stay in the program, complete activities, and actually change what they do in practice.

When support is weak or confusing, even well designed courses with great content lose many if not most learners along the way.

The three layers of support you need

You can think about learner support as three layers that reinforce each other.

1. Institutional support that makes it possible for people to participate.
2. Facilitator support that guides learning week by week.
3. Peer support that turns a group of individuals into a learning community.

For professional development, all three layers matter, because participants are usually working full time, may be coping with professional and personal crises, and trying to apply learning in messy real-world contexts.

Institutional support: remove friction and signal that people matter

Formal education studies show that institutional support is the top factor leaders associate with online course completion. Learners themselves say that the absence of support matters (although what learners perceive may not always be useful).

For professional development, the same holds, with a few practical priorities.

Design for these.

1. Clear onboarding. One simple, concrete explanation of what the program is for, what time it will take, what the main milestones are, and what support is available.
2. Early interventions. Use simple data, such as missed activities or logins, to spot people who are falling behind, and reach out with short, human messages that ask what is happening and how you can help.
3. All the time support. Offer at least one channel where participants can ask questions at any point, for example an email address, messaging group, or simple help desk, and respond quickly with practical answers.
4. Realistic policies. Align deadlines and expectations with the reality that people are working, caring for others, and responding to emergencies, for example by allowing extensions for workload peaks, not just medical reasons.
5. Support for facilitators. Provide facilitators with training, mentoring, and simple tools so that they can give good support without burning out.

In an international online professional development program for teachers, for example, adding personalized support such as short one-to-one sessions and encouragement messages increased completion rates by about ten percent for some groups.

Instructor support: scaffolding learning so no one is left alone

Research with university students shows that learners in online courses expect instructors to help them feel connected, understand what to do, and stay on track, and that weak instructor presence is linked to withdrawal.

In professional development, instructors or facilitators play a similar role, but with more emphasis on helping people apply ideas in their own context.

This is where scaffolding comes in.

Scaffolding means giving targeted support that helps learners do something today that they would not yet manage alone, then gradually reducing that support as they gain confidence and skill.

Here are five practical scaffolding moves you can build into your program.

1. Start strong with procedural guidance. At the beginning, be very explicit about how to use the platform, where to find things, what a successful piece of work looks like, and how to ask for help.
2. Use regular, short check ins. Weekly announcements, quick videos, or short written updates help participants know what to focus on next and reduce the sense of being lost.
3. Give timely, formative feedback. Comment on early attempts while there is still time to adjust, focusing on specific behaviours that are within the learner’s control, and point them to next steps rather than only judging.
4. Anticipate pressure points. Increase guidance and availability before key deadlines, because research shows that this is when learners feel the most stress and are at higher risk of dropping out.
5. Fade support as people progress. As the group gains experience, shift from detailed instructions to open questions, peer advice, and reflection so that they take more responsibility for their own learning.

In an online leadership course, for example, students described scaffolding as a kind of coaching, where lecturers monitored engagement, encouraged them, corrected misconceptions, and gave direction when needed, which helped them persist and complete.

Peer support: building a community that carries learners through

Multiple studies of online and blended learning find that peer interaction is one of the strongest predictors of engagement and persistence, especially in intensive or demanding programs.

In professional development, peers also bring real world experience, local knowledge, and emotional support that no central team can fully provide.

To make peer support work, you need to design it.

Concrete peer structures you can use include:

1. Small, stable groups. Place participants in small teams that stay together, so that they can get to know each other and feel safe enough to share challenges.
2. Peer learning tasks. Ask peers to review each other’s plans, case examples, or reflections using simple guiding questions or checklists, so that feedback is focused and constructive.
3. Shared problem solving. Use forums or live sessions where participants bring real problems from their practice, and others suggest options, share similar experiences, and adapt ideas together.
4. Peer mentors. In longer programs, involve experienced alumni or more advanced participants as peer mentors, which has been shown to support both mentees and mentors.

A grounded theory study of an authentic online professional development program found that learning happened in a web of interactions where peers and mentors were central, and content and technology played a supporting role, which is directly applicable to professional communities of practice.

Translating formal education evidence to professional development

Most of the detailed evidence on retention and support comes from higher education students. Nevertheless, some patterns make sense for professional development, if you adjust for context.

Here are three insights from higher education that apply to in-service professional development:

1. Many adults underestimate the time and effort that online learning will require, so you need to help them plan and manage time, not only give them content.
2. Clear structure and signalling of what matters this week reduce cognitive load and make it easier to fit learning around work and family.
3. Emotional connection and a sense of belonging are just as important for professionals as for students, because feeling part of something bigger makes it easier to keep going when life is difficult.

Online professional development reviews also point to some specific needs of professionals.

1. Relevance and authenticity. Adults stay engaged when activities are directly tied to their real work and invite them to try things out and report back.
2. Flexibility with accountability. Professionals value flexible timing, but completion improves when there are clear milestones, visible progress, and light touch reminders.
3. Pathways for application. Support should include help in adapting ideas to local constraints, for example through coaching, team based projects, or mentoring, not only through individual reflection.

Designing your next program with support at the center

When you design or redesign a program, start by sketching the support system, not only the curriculum.

Ask yourself three practical questions.

1. How will participants experience institutional support from the moment they hear about the program until after it ends?
2. How will facilitators scaffold learning over time so that no one is left alone at the hardest points?
3. How will peers help each other to stay motivated, solve problems, and turn ideas into action?

If you can give clear, concrete answers to those questions, grounded in the evidence above, you will have moved a long way toward an effective, humane program that busy professionals can complete and use in practice.

References

da Rosa Ferrarelli, L., 2015. Online scaffolding in a fully online educational leadership course. Journal of Open, Flexible and Distance Learning, 19(2), pp.24–35. (Repository record, no DOI reported.) Available at: https://researchcommons.waikato.ac.nz/items/94bfea8f-a990-4509-b7e6-b93c1a20949e.

Leary, H., Dopp, C., Turley, C., Cheney, M., Simmons, Z., Graham, C.R. and Larsen, R., 2020. Professional development for online teaching: A literature review. Online Learning, 24(4), pp.254–275. Available at: https://doi.org/10.24059/olj.v24i4.2198.

Muljana, P.S. and Luo, T., 2019. Factors contributing to student retention in online learning and recommended strategies for improvement: A systematic literature review. Journal of Information Technology Education: Research, 18, pp.19–57. Available at: https://doi.org/10.28945/4182.

Roddy, C., 2017. A grounded theory of professional learning in an authentic online professional development program. International Review of Research in Open and Distributed Learning, 18(7), pp.141–160. Available at: https://doi.org/10.19173/irrodl.v18i7.2923.

Roddy, C., Amiet, D.L., Chung, J., Holt, C., Shaw, L., McKenzie, S., Garivaldis, F., Lodge, J.M. and Mundy, M.E., 2017. Applying best practice online learning, teaching, and support to intensive online environments: An integrative review. Frontiers in Education, 2, 59. Available at: https://doi.org/10.3389/feduc.2017.00059.

Sadki, R. (2024). Why asking learners what they want is a recipe for confusion. Reda Sadki. https://doi.org/10.59350/6z9yb-r4b94

Sadki, R. (2025). Online learning completion rates in context: Rethinking success in digital learning networks. Reda Sadki: Learning to make a difference. https://doi.org/10.59350/qadwd-87309

Sadki, R. (2025). The great unlearning: notes on the Empower Learners for the Age of AI conference. Reda Sadki. https://doi.org/10.59350/859ed-e8148

Sharman, R., 2015. A model of peer learning incorporating scaffolding strategies. Doctoral dissertation, Virginia Polytechnic Institute and State University. (No DOI, institutional repository.) Available at: https://vtechworks.lib.vt.edu/server/api/core/bitstreams/2d867c26-49b0-4474-b7f3-11d452e7d9bd/content.

Giữ chân khách hàng không cần phức tạp: chỉ cần theo dõi vài chỉ số then chốt, phản ứng nhanh khi phát hiện vấn đề và luôn phản hồi khách hàng để hoàn thiện vòng lặp. Duy trì sự gắn kết không phải dự án một lần, mà là nhịp điệu thường xuyên. Đừng bỏ qua tín hiệu đơn giản từ dữ liệu và khách hàng. #Retention #SaaS #GiuChanKhachHang #DoanhNghiep #KinhDoanh

https://www.reddit.com/r/SaaS/comments/1qnhxb2/retention_churn/

PragyaAI – công cụ AI tự động hoá giao tiếp cho doanh nghiệp nhỏ Ấn Độ (phòng khám, salon, môi giới). Gửi nhắc nhở WhatsApp & email, thu thập review, theo dõi tương tác, tránh spam. Tập trung vào giữ chân khách, giá phải chăng, không cần kiến thức marketing. #AI #Automation #SMB #Retention #WhatsApp #CôngNghệ #DoanhNghiepNho

https://www.reddit.com/r/SaaS/comments/1qm6msw/pragyaai/

Trong các SaaS hướng hội thoại, yếu tố quyết định giữ chân người dùng không phải tính năng mới mà là **tính nhất quán**: tone ổn định, ngữ cảnh được ghi nhớ, trải nghiệm liền mạch. Những quyết định nhỏ trong bộ nhớ, cá tính và UX giảm “drift” thời gian mang lại độ tin cậy lâu dài, giúp người dùng quay lại tuần‑tháng.

#SaaS #Retention #Conversation #BizTech #KinhDoanh #CôngNghệ #GiữChân #NhấtQuán

https://www.reddit.com/r/SaaS/comments/1qjx8rv/what_actually_drives_retention_in/

The Catfish Reader's Secret - Luke Gromen on Network State Podcast

#reading #intuition #retention

Work design shapes careers. Fexibility is essential for retaining senior technical talent.

#WorkLifeBalance #WomenInTech #InclusiveWorkplace #DEI #Retention

Клиенты, отток и приток: где бизнес чаще всего ошибается?

Начнем данную статью с казалось бы простого вопроса: "Кто такие клиенты и зачем их считать?". Ответ на данный вопрос не такой простой и вообще философский! Каждая компания и человек в отдельности ответят на него по-своему. В телеком компании вам скажут: "Клиент = абонент. Мы считаем их прирост, а также дни, в течение которых они платят нам абонентскую плату.". В небольшой парикмахерской вам, возможно ответят так: "Ну вот кто пришел стричься, тот и клиент. Считаем количество тех, кто постригся за отрезок времени.". Подсчет клиентов может даже пригодиться для оценки компании третьими лицами, здесь также используются свои методологии. И так далее... Думаю, мораль ясна, каждый определяет для себя сам, кто является клиентом и как их считать. Но может быть существует более универсальный способ подсчета клиентов? В следующих разделах я постараюсь предоставить такой способ, пусть меня рассудят в комментариях.

https://habr.com/ru/articles/986806/

#маркетинговая_аналитика #удержание_клиентов #клиентская_аналитика #приток_и_отток_клиентов #метрики_клиентской_базы #стратегия_бизнеса #LTV #datadriven_маркетинг #retention #прогнозирование_клиентского_роста

Công ty đã triển khai tính năng yêu cầu của khách hàng, nhưng khiến người dùng mới cảm thấy quá phức tạp → giảm tốc độ kích hoạt, tăng ticket hỗ trợ. Sau khi ẩn tính năng trong cài đặt, tỷ lệ giữ chân cải thiện. Bài học: ưu tiên trải nghiệm onboarding cho người mới, không để tính năng “đánh rơi” họ. #SaaS #ProductManagement #UX #Retention #SaaSVietnam #QuảnLýSảnPhẩm #TrảiNghiệmNgườiDùng

https://www.reddit.com/r/SaaS/comments/1qgtvcs/we_removed_a_feature_customers_asked_for/

🛠️ 10k+ tickets, 2 năm hỗ trợ 500k người dùng: khách rời không vì có vấn đề mà vì thời gian giải quyết lâu và cảm giác robot. • Tốc độ > hoàn hảo: đáp 2 phút tốt hơn 2 giờ hoàn hảo. • 70 % câu hỏi lặp lại, có thể tự giải đáp nếu UX tốt. • Chuyển tiếp gây mất niềm tin. • Hỗ trợ giống hội thoại, hành động thực tế tạo lòng trung thành. #CustomerSupport #HỗTrợKháchHàng #Retention #UX #SupportTips

https://www.reddit.com/r/SaaS/comments/1qgmior/ive_handled_10000_support_tickets_heres_what_i/

🚀 Bạn dùng Clerk & Stripe? Tôi đang xây dựng lớp nhẹ giúp: onboarding hướng dẫn, theo dõi tỉ lệ kích hoạt, cảnh báo churn, email mục tiêu, phân tích hành vi người dùng. Dành cho dev solo & team nhỏ muốn chuyển MVP thành người dùng giữ lâu. Comment nếu muốn thử! #SaaS #Onboarding #Dev #Clerk #Stripe #Retention #NhàPhátTriển

https://www.reddit.com/r/SaaS/comments/1qgkhjc/clerk_users_do_you_need_an_easy_way_to_understand/

Nhận thấy tỉ lệ giữ người dùng 30 ngày của web chỉ ~15% còn app di động đạt 35‑40%, mình tạo boilerplate **Shipnative** – dự án Expo universal chạy iOS, Android và web từ một codebase, tích hợp sẵn RevenueCat, auth Apple/Google, backend Supabase hoặc Convex và UI ready. Đối với founder SaaS, đưa sản phẩm lên màn hình chủ có thể giảm churn đáng kể. #mobile #app #SaaS #retention #khởi_nghiệp #công_nghệ #đồ_ứng_dụng

https://www.reddit.com/r/SaaS/comments/1qgkcb4/why_i_stopped_building_webonly_saas

Chúng tôi đã triển khai tính năng mà khách hàng yêu cầu, nhưng nó làm người mới bối rối, giảm tốc độ kích hoạt và tăng ticket hỗ trợ. Sau khi ẩn tính năng trong cài đặt, onboarding trở nên đơn giản hơn, retention lại tăng. Bài học: lắng nghe khách hàng nhưng phải ưu tiên trải nghiệm người mới. #SaaS #ProductManagement #Retention #UX #QuảnLýSảnPhẩm #GiữChânKháchHàng

https://www.reddit.com/r/SaaS/comments/1qbln9r/we_removed_a_feature_customers_asked_for/

Don't ignore your "No Drama Llamas." 🦙

We often neglect steady performers to fix squeaky wheels. But "Low Maintenance" can mask "High Flight Risk."

Real retention isn't fixing what's broken; it's fueling what works. Go tell your quiet stars you see them today. ✨

#Leadership #Retention