ChurnZero

MAY 29, 2025

Related: How to leverage AI for customer retention and churn risk management 3: AI adoption barriers mirror early cloud skepticism. “I hesitate to trust AI with my data; back then, companies didnt trust AWS. If youre still cautious about AI, youre not alone. However, says Rob, this moment mirrors previous technological shifts.

Benchmarks 52

Benchmarks AI B2B SaaS 52

User Pilot

MARCH 5, 2025

How Userpilot increases customer loyalty + reduces churn Dont take my word for it heres a real life example of how Userpilot helps SaaS companies boost engagement: Before coming to Userpilot, Attention Insight struggled to engage new users and drive activation. Its hosted in AWS and SOC 2 Type 2 compliant.

Software Review 52

Software Review Engagement Software Scale 52

User Pilot

APRIL 2, 2025

This helps you spot friction early, like a glitchy signup field or a poorly adopted flow, so you can improve before it leads to churn. Userpilots data is fully encrypted and stored with SOC-compliant vendors like Amazon AWS and Google Cloud. Monitor mobile metrics effectively with Userpilot. which can damage your brand reputation.

Mobile 66

Mobile Underperforming Technical Team Onboarding AWS 66

Sales Hacker

JANUARY 13, 2025

With a background that includes leadership roles at AWS, Microsoft, and Lenovo, Fred brings a wealth of experience in building high-performing teams and driving revenue growth. Startup to watch DocUnlock – launched publicly with incredible traction, over 100% NRR through zero churn and multiple upgrades and expansions.

Scale 108

Scale Sales Hiring Artificial Intelligence SMB 108

SaaStr

AUGUST 15, 2020

Recently I was catching up with a good friend who used to be CEO of an enterprise-y SaaS social networking company — and the usage and engagement numbers of his business were just awful. If not, the customer would churn – but not until month 24. Churn is a lagging indicator.

AWS 337

AWS Churn Enterprise Engagement 337

SaaStr

DECEMBER 27, 2023

Many have used Digital Ocean at the cheaper, simpler version of AWS-Azure-Digital Ocean to get going fast and quickly. Digital Ocean is only growing 16% now at $700m ARR, and churn is up and NRR down. Churn Stable. Churn did grow from 12% to 15%, but NRR fell far faster, from 118% to 96% in just one year. Or at least.

Scale 291

Scale AWS Azure Cloud 291

SaaStr

JUNE 4, 2022

Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. Yes, you now know how to make customers successful and happy now. But it is so slow. You have 2,000 customers now. But at $10/mo, that’s still just $20,000 a month. From $1m-$10m in ARR, the hardest part is you don’t have enough people or patience.

SaaS 350

SaaS Headcount AWS Churn 350

Clouded Judgement

JUNE 19, 2024

It’s worth pointing out that Azure is a bit above the long term trendline, while AWS is still below (but accelerating up). For businesses selling predominantly to SMB customers, these benchmarks are all slightly lower given the higher-churn nature of SMBs.

Cloud 318

Cloud GCP(Google Cloud Platform) Software Azure 318

SaaStr

MAY 19, 2019

Churn is 1.1% Most of the companies in this 5 Interesting Things Series have had net negative churn from SMBs (e.g., Xero’s SMB churn isn’t zero. Inclusive of upsells and churn, their ARPU is $29.25 remains an important but smallish market for Xero, at only $44m and 195k of their 1.8m subscribers.

SMB 270

SMB Customer Lifetime Value AWS Churn 270

SaaStr

OCTOBER 13, 2022

You get a complete overview of your global subscriber base; MRR, ARPU, ASP, churn and LTV are presented in a beautiful and easy to use dashboard. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention.

GCP(Google Cloud Platform) 257

GCP(Google Cloud Platform) Azure AWS Enterprise readiness 257

SaaStr

MAY 15, 2024

Churn is much higher on consumer subscriptions, but you have higher expansion revenue. If you’re in consumer, how can you go upmarket and get a small cohort of users paying more, churning less, and expanding revenue? B2B is finding more consumers and prosumers paying, and B2C is finding Enterprise and business use cases.

Subscription 301

Subscription Payment Features B2B Mobile 301

SaaStr

NOVEMBER 3, 2022

You get a complete overview of your global subscriber base; MRR, ARPU, ASP, churn and LTV are presented in a beautiful and easy to use dashboard. Secureframe allows companies to get compliant within weeks, rather than months and monitors 100+ services, including AWS, GCP, and Azure.

Payments 261

Payments Payment Services GCP(Google Cloud Platform) Payment Solutions 261

SaaStr

DECEMBER 14, 2021

Commoditization From AWS & Google Cloud. As a result, the logo churn went up, the NRR stopped increasing, and the deal rate decreased as the sales cycle got longer. The platform innovations slowed temporarily, which drove churn higher. No matter what VP of Sales they hired, sales consistently failed to meet their quota.

Sales Hiring 307

Sales Hiring Data AWS Leadership 307

Tom Tunguz

NOVEMBER 17, 2014

Negative churn is an incredibly attractive characteristic of a SaaS company because it means that customer accounts are like high-yield savings accounts. The concept of negative churn is a bit amorphous so let’s illustrate the impact on a startup. Contrast this with a company which has achieved 5% negative churn.

Churn 124

Churn AWS Startup Revenue 124

SaaStr

JANUARY 25, 2022

Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. Yes, you now know how to make customers successful and happy now. But it is so slow. You have 2,000 customers now. But at $10/mo, that’s still just $20,000 a month. From $1m-$10m in ARR, the hardest part is you don’t have enough people or patience.

Headcount 246

Headcount AWS SaaS Churn 246

SaaStr

NOVEMBER 8, 2022

Does it cost so, so much to host a few million lines of code on AWS? But … if your competition is bounded, your brand is positive, your churn is net negative, and your contracts are pre-paid … and your ACVs aren’t abnormally low … SaaS can rain cash. Churn burns a lot of cash at scale. So is SaaS cursed?

Scale 293

Scale SaaS Banking AWS 293

Chargify

AUGUST 17, 2020

However, with the introduction of Events-Based Billing by Chargify, this event-based billing model is now available to small and medium-sized businesses, giving them the ability to offer the same pricing models and bill customers just as precisely as Amazon Web Services (AWS) or the popular voice and messaging platform Twilio.

AWS 98

AWS Payment Services SaaS Payments Payments 98

SaaStr

DECEMBER 20, 2023

For example, Google and AWS are already ZoomInfo customers, but only certain sub-segments within those businesses – not the entire org. ” For companies like ZoomInfo, their tech cohort of customers went from its fastest-growing for two decades running to now reducing spend or just churning outright.

New CTO 312

New CTO Scale Sales Hiring CTO Hire 312

SaaStr

NOVEMBER 9, 2019

But they are often just awful managers. This means more employee churn, friction, drama than you need. Turns out, first-time CEOs are often the most successful. Because they don’t know it’s impossible. Or at least, far worse than they are the second time.

Sales Hiring 280

Sales Hiring Sales Recruiting AWS Churn 280

SaaStr

JULY 25, 2023

AWS re:Invent : AWS re:Invent is Amazon Web Services’ (AWS) annual conference, focused on cloud computing and SaaS-related services. The event brings together developers, architects, and IT professionals to explore the latest AWS developments.

ChatGPT 189

ChatGPT AWS SaaS CTO 189

SaaStr

NOVEMBER 24, 2021

Salespeople are often compensated at the highest rate when they win brand new business, but that might not be good for revenue expansion and might contribute to churn. So instead, Roberge suggests updating sales comp plans to pay higher for expansion revenue wins over brand new wins.

Sales Hiring 257

Sales Hiring Scale Compensation Sales 257

SaaStr

DECEMBER 13, 2021

For us, the SaaS model Amazon Web Services (AWS) offered was an amazing one to look at. The time and headache saved by letting go of those responsibilities are beyond worth it, not just in terms of improving your own product, but reducing employee churn and increasing automation, too.

Enterprise 247

Enterprise AI SaaS AWS 247

Clouded Judgement

APRIL 11, 2024

The first few months of this year felt like a lot of churning in the market. It looks at the YoY dollar change in quarterly revenue from the hyperscalers (just looking at Azure / AWS because the data goes back further) going back a few years. net retention and CAC payback). Is Software Rebounding? Who are the real AI winners.

Cloud 184

Cloud Software Azure AWS 184

The Angel VC

MAY 12, 2018

Looking at the cohort chart on page 62 of the S1 , you’d expect Dropbox to have a significantly negative net dollar churn rate, i.e. net revenue retention of significantly over 100%. 8 – Weaning off AWS Look at this. For what it’s worth, this also gives you a hint on the margins of AWS. #9 9 – Eleven 9s?

AWS 187

AWS Scale Payment Features Subscription 187

SaaStr

APRIL 30, 2022

One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. Churn defines your average lifetime of your customer. We talked about churn. Five percent monthly churn gives you a 20 month average lifetime. MRR, obviously. Average Revenue per Customer.

SaaS Payments 247

SaaS Payments Metrics Payment Methods Scale 247

Clouded Judgement

MARCH 22, 2024

At contract expiration these customers either renew (sign another contract with same annual value), expand (sign another contract with higher annual value), contract (sign another contract with lower annual value), or churn (stop being a customer and spend goes to zero). It’s probably better described as re-occurring vs recurring.

AI 190

AI Cloud Revenue Technical Advisors 190

SaaStr

JUNE 3, 2020

And G2 Gives, we partner with philanthropies, we partner with some of our customers like AWS and Google Cloud, who can then make donations for every review, to thank their customers. And here’s some interesting data also, on the challenge for SaaS vendors, for all of us, that we will, a lot … most of us will see increased churn.

Software Review 252

Software Review Scale Technical Review SaaS 252

SaaStr

JUNE 1, 2021

It just is, and then when you get them, they churn at a higher rate, and so it’s like the math just doesn’t work. You guys are much more thoughtful around the metrics that you track and knowing that churn and retention is important. Jason : How do you find that pre churn? You’re really talking about pre churn.

Part-Time VPE 290

Part-Time VPE Technical Cofounder CTO Hire New CTO 290

Baremetrics

APRIL 17, 2018

Example: Have you considered how truly awful it would be to calculate all those metrics without software? When a writer says something’s awful, we believe them. What’s the difference between something awful and something truly awful? Without truly , the word awful can do its job. It’s just clutter.

AWS 94

AWS Social Media Education Content Marketing 94

Intercom, Inc.

OCTOBER 12, 2021

You’ve probably had at least one awful support experience where automation has been used to disastrous effect. It’s a terrible experience that can seriously erode customer trust in a business – and eventually lead to churn.

Underperforming Technical Team 222

Underperforming Technical Team Technical Review Payment Methods Payments 222

CloudGeometry

MARCH 3, 2022

Unsubscribers, known as churn, also factor into your monetization equation. For a thorough assessment of options for a SaaS business model, download the AWS SaaS Journey Framework whitepaper , and/or take a technical deep dive into the SaaS Lens for the AWS Well-Architected Framework.

Well Architected Framework 130

Well Architected Framework VPCs (Virtual Private Cloud) SaaS Cloud 130

Tom Tunguz

NOVEMBER 4, 2014

AWS, Twilio, Heroku, etc. Third, contracts mitigate churn rates because the customer is only making a renewal decision once per year, instead of 12x per year. So does Expensify, which decreases the time to file expenses. With cost-based pricing, startups mark up the product they sell by some margin.

Pricing 120

Pricing Startup SaaS Payments Payment Methods 120

User Pilot

MAY 10, 2023

Amazon grants its AWS customers access to its recommendation engine to help them personalize their user experience. Using this tool, Amazon AWS users can now offer up to 50% better recommendations to their website visitors, email marketing lists, and more, thus improving the customer experience and their conversion/click-through rates.

Artificial Intelligence 90

Artificial Intelligence AI Search AI Machine Learning 90

OPEXEngine

DECEMBER 15, 2020

Churn is the enemy of subscription-based businesses; it measures the rate at which your hard-won customers cancel their subscription to your service. Left unchecked, what seems like a relatively low customer churn rate month-on-month can quickly escalate into a crippling annual churn rate that your business can’t sustain.

Churn 52

Churn SaaS Payments Payment Methods Payment Solutions 52

OpenView Labs

FEBRUARY 3, 2022

AWS and other infrastructure providers have been using UBP for nearly a decade. Fast growers retain and expand new customers, resulting in net negative churn. Low churn shows the product is sticky, hard to replace, and truly generating value for customers. Fast growers are much more likely to employ a usage-based model.

Headcount 98

Headcount SaaS Compensation Acquisition 98

SaaStr

OCTOBER 31, 2019

It was around that time about 12 years ago that Jeff Bezos launched AWS, and some of you may remember that, when he did this, Wall Street analysts were looking at him and saying, “Why would you take what’s already a very unprofitable business and drive it further into the red by investing in this AWS initiative?”

Cloud 112

Cloud Scale AWS Artificial Intelligence 112

ChurnZero

MARCH 31, 2022

tech ops, AWS, technical support). A: I’d ignore early-outs in available to renew (ATR) churn calculations. The other answer: if they’re not a customer, they don’t count in churn; so maybe you don’t count them as customers until the end of the out period. * Q: Should you track partial churn (i.e.,

Customer Success 98

Customer Success Metrics Technical Review Scale 98