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In the fast-moving SaaS world, acquiring new users is great—but keeping them? That’s where the real magic happens. A solid SaaS loyalty program doesn’t just help you retain customers, it turns them into raving fans, brand advocates, and repeat buyers.
Gone are the days when loyalty was reserved for retail or food apps. In 2025, SaaS brands are getting creative with loyalty models, integrating them into user experience, upsells, and even community building. Whether you’re just starting or scaling your SaaS, this blog is your go-to guide for launching a loyalty program that actually works.
Table of Contents:
A SaaS dependability program may be a organized procedure planned to remunerate clients for proceeded engagement, item utilization, referrals, overhauls, and recharges. Not at all like conventional points-based frameworks, SaaS dependability centers more on esteem exchange—offering elite advantages, early get to, or personalized encounters that empower continuous utilization and decrease churn.
The average SaaS churn rate is between 5% to 7% monthly, which means you can lose nearly half your customer base in a year if you’re not careful. That’s why retention is non-negotiable.
Here’s what a loyalty program can do:
Let’s dive into some powerful SaaS loyalty program formats that leading brands use:
These programs show one thing clearly: loyalty in SaaS isn’t transactional; it’s experiential.
Ready to build your own loyalty engine? Here’s a step-by-step framework:
Step 1: Define Your Loyalty Goals Ask: Are you trying to reduce churn, increase referrals, or boost product usage? Your goal will shape the reward structure.
Step 2: Fragment Your Clients All clients aren’t rise to. Fragment based on utilization level, account age, arrange sort, etc. Tailor devotion encounters for each gather.
Step 3: Select Your Remunerate Instrument Focuses, identifications, elite get to, credits, include unlocks—decide what adjusts along with your brand and item sort.
Step 4: Computerize the Program Utilize stages like 99minds to robotize compensate conveyance, track engagement, and construct layered or personalized encounters.
Step 5: Promote and Educate Don’t keep it a secret! Use onboarding flows, email campaigns, and tooltips to show users how they can earn and benefit.
Step 6: Track, Iterate, Improve Monitor KPIs like retention rate, feature adoption, and NPS. Run A/B tests on different perks or tiers and refine over time.
Tracking the right metrics is crucial to determine whether your loyalty program is truly delivering value. Here’s a detailed breakdown of the key performance indicators (KPIs) you should monitor and why they matter:
What it implies: Churn rate alludes to the rate of clients who cancel or halt utilizing your benefit over a particular period.
Why it things: The most objective of a devotion program is to hold clients. A discernible drop in churn rate after actualizing your program recommends it’s compelling in empowering proceeded engagement and utilization.
How to track it: Compare your monthly or quarterly churn rates before and after launching the loyalty program. Tools like Stripe, Baremetrics, or your CRM can help automate this analysis.
What it means: NPS measures how likely customers are to recommend your product to others, typically on a scale from 0 to 10.
Why it matters: A successful loyalty program should create a more positive customer experience, which should be reflected in a higher NPS. Loyal users are often your strongest promoters.
How to track it: Send NPS surveys periodically via email or through in-app prompts using platforms like Delighted, Hotjar, or Qualtrics.
What it implies: This metric tracks how effectively clients lock in with particular highlights of your item.
Why it things: Devotion programs can incentivize more profound engagement together with your SaaS stage. Higher highlight appropriation proposes clients are finding more esteem in your item, which underpins long-term maintenance.
How to track it: Utilize devices like Mixpanel, Sufficiency, or Pendo to screen client behavior and include utilization designs.
What it implies: Referral volume tracks how numerous clients are alluding others to your stage, ordinarily as portion of an incentivized referral program.
Why it matters: Referrals are a sign of trust and satisfaction. If your referral numbers increase after launching a loyalty program, it means users are excited to share your product and benefit from doing so.
How to track it: Most referral platforms (like ReferralCandy, ReferralHero, or built-in tools in platforms like 99minds) provide detailed dashboards to track referrals and conversions.
What it means: CLTV is the total revenue a business can expect from a single customer account throughout its lifecycle.
Why it matters: Loyalty programs should increase the average duration and spend of a customer. A rising CLTV indicates your program is helping turn short-term users into long-term customers.
How to track it: CLTV = (Average Revenue Per User) × (Average Customer Lifespan). This can be monitored through subscription analytics platforms like ProfitWell, ChartMogul, or directly from your payment system.
What it means: This metric tracks the additional revenue generated from customers upgrading to higher-tier plans (upsell) or purchasing additional products or services (cross-sell).
Why it matters: Loyalty programs create opportunities to introduce premium features and related services. If your upsell or cross-sell revenue increases, it shows the program is driving expansion revenue.
How to track it: Monitor this through your billing system, sales CRM, or finance dashboard to compare revenue from upgrades and add-ons before and after implementing the program.
At 99minds, we understand that loyalty in SaaS isn’t a one-size-fits-all thing. Our platform allows you to:
Customer loyalty in SaaS is no longer just a retention tool—it’s a growth strategy. In an industry where user acquisition costs are climbing and customer expectations are higher than ever, loyalty programs give you a powerful edge. By combining behavior-driven rewards, smart segmentation, and user-first design, you can create a loyalty program that not only retains but delights. And with a platform like 99minds backing your efforts, you can launch, test, and scale with confidence.