Academy blog

Customer Acquisition and Retention for SVODS: How Is The User Journey Really Like? [INFOGRAPHIC]

Customer acquisition is a priority for 89% of SaaS companies. Customer retention is a priority for 59% of companies and upselling is a priority for 46%.

There are many ways to grow your video service. Netflix has stated that they pay roughly $170US for each customer they acquire. This means the average customer must stay for at least 14 months before they are making money from a customer. In total, it’s seven times more expensive to acquire a customer than retain one.

The key to converting leads and keeping hold of them is covering each of the video pillars (content catalogue, price, quality and customer service). We have prepared an infographic that helps explain the questions that most users will ask themselves before they agree to a free trial as well as the vital points that video services must optimize in order to retain them.

Times are changing and 52% of businesses upped their spending on customer retention last year. 50% of users only log in once a month or less so it’s important to make that one experience memorable and faultless.

In terms of conversion, 56% of free trial users convert to becoming a customer. This statistic goes up to 70% when contacted by a sales rep so we have created this infographic to help any video business looking for help with conversion.

Take a look!


The User journey - acquisition, conversion and retention


To benefit from the most reliable data on the market, speak to one of our team and learn everything about YOUBORA suite as well as how it can transform your video service –

Max Gayler on March 19th 2019

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