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Understand and Track User Engagement to Grow Your SaaS Business

Customer engagement is key for your software-as-a-service (SaaS) business. To understand how to successfully measure user engagement to successfully measure customer engagement, you first need to understand what engages users and how. In the SaaS environment, you achieve this basis of customer engagement by analyzing and understanding actions users take on your application and how they use it. Interpreting your customers’ actions and defining what they actually do in your application is not as easy as it seems. But we’re here to help!

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NEW Releases

Matrix Inventory Management For Acumatica
Matrix Inventory Works for a wide variety of product families and attributes such as size/color/style, or pattern/color/width, etc.

Consulting Corner

Acumatica OData Settings
First of all, upgraded to Acumatica 5.10.0600.
1. The url of OData is instance/odata/Company Login Name/GI name

Development Tips

Changing Acumatica Grid Column Headings at Runtime
Acumatica allows developers to dynamically change the headings of grid columns when the user changes the values of fields that are not in the grid.

Support Hints & Tricks

Q: Do the Attributes used in Matrix Inventory have to match the Attributes used on inventory Items (setup on the Item Class)?

A: No the Attributes used in Matrix Inventory do not have to match the Attributes used on the inventory Item…

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Understand and Track User Engagement to Grow Your SaaS Business

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Customer engagement is key for your software-as-a-service (SaaS) business. To understand how to successfully measure user engagement to successfully measure customer engagement, you first need to understand what engages users and how. In the SaaS environment, you achieve this basis of customer engagement by analyzing and understanding actions users take on your application and how they use it. Interpreting your customers’ actions and defining what they actually do in your application is not as easy as it seems. But we’re here to help!

A SaaS company must develop tools that will help its service measure customer behavior. These tools must be capable of answering key strategic and tactical questions to help evolve the product portfolio to engage current and future customers in deeper and richer ways.

Questions you can take into consideration and use to assess customer behavior include:

  • Have the users tried the service multiple times?
  • How much time are users spending on your service?
  • Which features are customers using and how frequently?
  • Do they completely understand the value of your offering?

The basic metrics you can include to statistically analyze customer behavior include:

  • Performance latency
  • User productivity
  • Changes in usage frequency or duration
  • Search terms and actions
  • Conversion analysis for specific tasks
  • Analysis of leakage points and completion rates
  • Discoverability of features
  • Reduction in support costs or training.

SaaS provides continuous monitoring and direct measurement of customer interaction and engagement, but you have to identify key predictive indicators, or KPIs, plus track and dashboard this information for each customer. Let’s examine how the analysis of metrics can help in a specific situation, such as using frequency and length of use as KPIs of churn or advocacy. The first sign you are going to lose a customer is when they stop using Saas. An example would be a customer who has not logged in over a specific period of time, such as 30 days. Such a customer is a high risk of churn. By tracking and measuring this information, you can trigger an alert letting you know some action needs to be taken to avoid losing the customer.

Once you have real-time data monitoring in place, you can use it to conduct predictive analysis and identify individual churn risks and user preferences for profitable upsell and cross-sell opportunities. SaaS dashboards and predictive analysis can tell customer reps which activities will give them the biggest impact on financial results and which ones offer little value to customer engagement.

You can combine several key metrics, such as the amount of time your customer spent using the application, how often they visit, and what activities they engage in, and develop an engagement score. Keep in mind that customer interaction with your customer reps and marketing material is another factor to use when measuring the level of your customer engagement. Remember that the same tools that help you measure and understand customer behavior help you analyze the collected data to identify areas of improvement and the actions you need to take. For example, you could ask yourself the following questions:

  1. Are new features adding value?
  2. Are new users helped by tutorials and other guides or are they still unsure of what to do?
  3. Is the new design helping convert more trials?

Customer engagement can help answer your tough product and marketing questions. The key is to determine which parts of your product different customers use and to directly target customers for primary market research. After all, if you provide an online destination where they want to visit, you will increase awareness of your brand, drive people to your service, and end up engaging your customers again and again.

Contact us to learn more about your customers’ digital lifecycle, and how we can help you analyze customer engagement and improve your commerce.

 

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New Releases

 

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Matrix Inventory Management For Acumatica

Matrix Inventory Works for a wide variety of product families and attributes such as size/color/style, or pattern/color/width, etc.
Supports any product attribute scenario including: size, color, style. Create and maintain inventory product families easily and consistency with the matrix inventory creation window.

Entering matrix quantities in sales order and purchase order module is easy using the Matrix entry form order module. Entering many line items becomes fast, quick and simple.

Realize significant time savings by automating the inventory entry process and leverage your investment in Acumatica with MaxQ’s Matrix Inventory Management module. Regardless of the type of product or industry this module supports the flexibility of handling an unlimited number of user defined characteristics and works for a wide variety of product attribute types such as size/color/style and waist/length for apparel, size/width for shoes, or pattern/color for flooring.

The greater number of attributes, the more challenging and time consuming it is to create and maintain these items using manual entry. The Matrix Inventory module facilitates the definition, creation, and maintenance of matrix groups and their associated items. It provides mass creation and update capabilities with all or selected variations of product attributes. Items can be created with user defined, or system generated inventory IDs, and intelligent item descriptions constructed from attribute definitions and values.

To learn more about Matrix Inventory Management For Acumatica, click here.

 

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Consulting Corner

 

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Acumatica OData Settings

First of all, upgraded to Acumatica 5.10.0600.

  1. The url of OData is instance/odata/Company Login Name/GI name

Note that except for GI Name, all others parts of the URL could be case-insensitive, which means {GI Name} must be case sensitive.

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Like:

Single company:

http://vmwin08/AcumaticaDB5Test/odata

Multi-Company:

http://maxq-demo-acumatica5/acumaticaerp/odata/Demo

 

  1. Login :

Must be username + password. Not username@company + password.

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  1. IIS settings:

In iis7, the application pool must be integration mode:

Must use integration mode or upgrade IIS to 7.5.

https://technet.microsoft.com/en-us/library/cc771209.aspx

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Development Tips

 

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Changing Acumatica Grid Column Headings at Runtime

Acumatica allows developers to dynamically change the headings of grid columns when the user changes the values of fields that are not in the grid.

For this to work, there are three things that the developer must do.

First, the controls that the non-grid fields are bound to must have their CommitChanges property set to True. This is to ensure that changes to their values will cause a postback and that the RowSelected event of the associated cache will be fired.

Next, within the RowSelected event handler of the non-grid cache, the developer must call the PXUIFieldAttribute.SetDisplayName method to specify what the new column heading will be.

Finally, the Grid’s RepaintColumns must be set to True in order to ensure that the grid gets repainted when the postback completes.

 

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Code Sample

protected void SOOrder_RowSelected(PXCache cache, PXRowSelectedEventArgs e)

{

if (e.Row == null) return;

SOOrder data = (SOOrder)e.Row;

 

PXUIFieldAttribute.SetDisplayName(Base.Transactions.Cache, (data.CustomerRefNbr == “A1”) ? “Ext Free” : “Free”);

 

}

 

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Support Hints and Tricks

 

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Q. Do the Attributes used in Matrix Inventory have to match the Attributes used on inventory Items (setup on the Item Class)?

A: No the Attributes used in Matrix Inventory do not have to match the Attributes used on the inventory Item. Any attribute that matches between the Matrix setup and the Inventory Item will be populated by the Create Items Action.

Q: Can Items in Matrix Inventory have different prices and costs?

A: Yes, Matrix Inventory will create a unique Acumatica Inventory Item for each Matrix Item allowing all Inventory attributes on each Matrix Item to be unique.

 

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