SaaStr

MAY 9, 2025

Until you have a true brand, many will want to de-risk the purchase, And later, trading a discount might not be worth the reduction in ARR and deal size you have to give up. Customer Commitment : Annual and multi-year contracts do lock in customer more, reducing churn risk and keeping competitors at bay.

Payments

SaaStr

JULY 27, 2025

Happy customers are your best defense against churn and your best source of growth. Your Brand Will Matter More Than Ever At $100M ARR, you’re competing not just on product features but on brand perception. You’ll need to invest heavily in marketing to build a brand that resonates with enterprise buyers.

Scale

SaaStr

MARCH 9, 2025

Measure What Matters The metrics that matter for AI success: User engagement with AI features Task completion rates Impact on core product metrics (careful: sometimes AI properly reducing usage is good) Customer churn and expansion rates 6. Data Architecture Makes or Breaks AI Success The unsexy truth?

AI

USIO

JULY 22, 2025

clients paying freelancers), build in easy ways for those users to track payment status and history Consider offering multiple payment options such as credit cards, debit cards, ACH, virtual cards , and digital wallets for maximum flexibility Keep your payment UX consistent with your AI product branding and style to build trust and reduce drop-offs.

Payments

User Pilot

OCTOBER 10, 2024

When done well, it can be the difference between a user becoming a loyal customer or churning after the first week. The survey also allows for basic customization, such as branding colors. ” moment quickly, you can enhance customer satisfaction and reduce churn.

Onboarding

Buffer Resources

SEPTEMBER 11, 2024

We have several TikTokers, Instagrammers, YouTubers, Threaders, and more, many of whom use these networks to support their small businesses and side projects or grow their personal brands. All that said, while experimenting with formats is fun, don’t put added pressure on yourself to be churning out videos and carousels every day.

Social Media

User Pilot

OCTOBER 19, 2024

They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. By consistently delivering high-quality experiences, you will create loyal customers who stick to your brand and contribute to its long-term success. Bad experiences can, thus, cause irreparable damage to your brand.

Business

ChurnZero

JULY 25, 2025

Quick Summary: Churn in 2025 looks different. Meet “DIY”, ChurnZero’s newest Churn Monster, and get re-acquainted with five others who are especially relevant this year. Customer churn risks in 2025 aren’t coming from where they used to. This year, we’ve added a brand-new monster to the mix: DIY.

Churn

User Pilot

JANUARY 2, 2025

Asana’s churn survey Asana uses a churn survey to understand why users cancel their subscriptions. Understanding the main reasons for customer churn can inform products, pricing, or support improvements. Understanding the main reasons for customer churn can inform products, pricing, or support improvements.

Scale

Stax

JUNE 18, 2025

And because your customers are running more efficiently with your tool, they’re more likely to stick around, expand, and advocate for your brand. Often these would be popular brands that have come to be accepted as industry standards. They are almost consumer-like in that they want inexpensive solutions and are a churn risk.

Merchant Services

SaaStr

MAY 26, 2025

Heres how you can stabilize the deal and prevent churn: Treat it like a brand-new deal.This is critical. This is especially important if the deal is at risk of churn due to a competitor aggressively courting them. When your champion leaves, youre essentially starting from scratch with the account. Engage your executive team.

Churn

FastSpring

JUNE 9, 2025

By allowing customers to pause their subscriptions, businesses can retain them over the long term, improving customer lifetime value and reducing churn rates. Reduced Churn By providing an alternative to cancellations, businesses can significantly reduce churn rates. in 2022 to 34.2%

Merchant Services

Chart Mogul

JANUARY 9, 2025

Whats important to note is that each model targets a distinct customer persona and, therefore, has a unique approach to the customer journeyfrom brand awareness to sales and, ultimately, conversion. On the flip side, consider docking reps when they onboard a customer who contracts or churns shortly after becoming a paid subscriber.

Scale

Chart Mogul

JULY 24, 2025

Startup branding isn’t just for later-stage companies with big budgets. The reason is simple: you already have a brand. So, a better question would be: Why should early-stage startups care about branding? Branding happens, … Startup branding isn’t just for later-stage companies with big budgets.

Branding

User Pilot

OCTOBER 20, 2024

The customer churn rate is high. One major reason to use a gamified onboarding process is that it addresses low customer engagement , which correlates with low product adoption rates and high churn. For quizzes specific to a brand, users can win rewards by answering three questions correctly. Launching a new product.

Onboarding

Clouded Judgement

JULY 2, 2025

This is where Figma Buzz comes in — a tool that makes it easy to create on-brand marketing collateral, like social media assets, digital ads, and more.” Gross Margin Adjusted CAC Payback (Previous Q S&M) / (Net New ARR x Gross Margin) x 12.

Benchmarks

User Pilot

MARCH 9, 2025

Use tools like Hootsuite or Brandwatch to track mentions of your brand or key topics across platforms like Twitter, Facebook, and Instagram. Suppose the business goal is to reduce overall churn by 15% within the next quarter. So, a relevant research objective can be to understand customer churn reasons.

SaaS

Buffer Resources

AUGUST 5, 2024

Sure, videos from people you follow are likely to pop up there, but for the most part, you’re seeing content from creators and brands you don’t follow that resembles the other videos you’ve engaged with (or watched to the end). They no longer need to follow brands and creators to find the content they’re after.

Social Media

Subscription Flow

DECEMBER 12, 2024

Companies optimize their operations in such a way which reduces customer churn. Highlighting products according to shoppers preferences is a great way to acquire more customers, and keep the current ones loyal to your brand. Product optimization also enhances the brand portfolio, and adds more integrity to the companys name.

Payments

User Pilot

JULY 12, 2025

We can predict churn or upsell opportunities , letting our marketing team push personalized campaigns before issues arise, which sharpens our proactive support and minimizes reactive firefighting. Engagement-level behaviour segmentation helps us identify the highly engaged users and customers who are likely to churn.

Customer Lifetime Value

Stax

JUNE 3, 2025

SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn. Prioritize customer success, not just customer acquisition While getting new users in the door is important, retention is what drives predictable revenue and strong unit economics.

Payment Services

ChurnZero

JANUARY 6, 2025

CS ops and CSMs will be more active in designing, executing and measuring customer activation and collaboration plays that impact brand awareness, lead generation, account expansion and the success of other customers.” Subscribe to our Fighting Churn newsletter for weekly tips, tactics, and useful insights.

Trends

Subscription Flow

OCTOBER 16, 2024

These can be the customer churn rate, retention rate and LTV (customer lifetime value), to name a few. Use our software to create professional and personalized invoices that reflect your brand. Report generation is essential for getting valuable insights into your SaaS business’s operations.

Payment Services

Sales Hacker

MARCH 1, 2025

Proprietary data, deep integrations, strong brand equity, and high switching costs make it difficult for competitors to replicate. Logo Churn: <5%low churn reflects high customer satisfaction and product stickiness. The best SaaS businesses tackle high-value problems in expansive markets. It has defensible moats.

Scale

Valuize Consulting

JULY 11, 2025

What determines a “churn risk”? For the Business: The outcomes are tangible – higher customer satisfaction and loyalty, significantly reduced churn, and a greater propensity for expansion and upsell, directly impacting your Net Dollar Retention (NDR). What does “active usage” truly mean?

Data

Chart Mogul

DECEMBER 12, 2024

Kathleen Booth , SVP of Marketing and Growth at Pavilion SaaS brands will double down on brand-building as AI commoditizes traditional demand gen. In a crowded market, brand differentiation will drive demand and build lasting customer loyalty. Former closed lost opps, former admins of your product, etc.

Fractional VPE

ChurnZero

JANUARY 10, 2025

Are these messages and engagement strategies actually working to move lagging metrics like net revenue retention (NRR) , churn rate , and expansion revenue, in the direction you want them to be going? How are these digital programs impacting revenue? Thats where measuring efficacy comes in. Read more from Marley Wagner at ChurnZero here.

Trends

OpenView Labs

NOVEMBER 21, 2023

Whether this is through calendar invites (Calendly), branded shortlinks (Buffer), or internal company expansion (Slack), you must make it easy for your users to share your product (because you’re not building any other paid avenues). Notice that we’re not looking at revenue, monthly recurring revenue, or churn.

Scale

SaaStr

AUGUST 7, 2025

The “Logo Trap” Kills More Startups Than Bad Product-Market Fit Don’t confuse big company brands with startup readiness. Churn isn’t just lost revenue—it’s brand damage. Exceptional people know other exceptional people—your A-players become your best recruiting engine.

Scale

Buffer Resources

OCTOBER 28, 2024

After 12 years of marketing for bootstrapped brands, I've learned that you don't need to spend a fortune on fancy digital marketing tools to see results. Enter: this handy, comprehensive list of 29 essential digital marketing tools that help growing brands succeed — many of which I’ve used as a professional marketer.

Social Media

How To Buy Saas

FEBRUARY 25, 2025

It now serves over 200,000 customers worldwide , ranging from tiny businesses to notable brands like DoorDash and Reddit. For you, this means if AI capabilities are a deciding factor, consider your needs: Do you need an AI to comb through millions of data points to predict churn and you have data engineers to implement it?

Scale

FastSpring

JANUARY 23, 2025

They’ll say, hang on, my brand’s great, my product’s great. But the reality is they’ve got a high churn rate, their LTV is low, and their cat costs are high. Two and a half for a standard business, five times for a great quality business with a reasonably low churn rate, maybe sub 7 % churn.

Scale

Blulogix

MAY 16, 2025

Your Customers Dont Understand Their Bill When a device charges differently based on usage, location, time, or userand your invoice just says Service Charge with no contextyoure setting yourself up for disputes and churn. In IoT, transparency isnt just nice to have. Its critical to trust. Monetization is strategic.

Payments

USIO

JUNE 10, 2025

Brand Loyalty at Stake : Slow or clunky refund experiences can lead to negative reviews or churn. Boost Brand Trust : Transparent, fast refunds make you look good—even if it’s just $5. Consumer Demand for Options : People expect to choose how they get their money—Venmo, PayPal, debit card, or even a physical check.

Payment Solutions

User Pilot

JULY 17, 2025

Next up, they share a video from a customer success manager that instantly humanizes the brand and increases the chance of users clicking through the email. Retention emails Now let’s talk about user churn and retention. Win-back emails : For users who’ve churned (usually 30–90 days post-cancel).

Onboarding

User Pilot

JANUARY 15, 2025

As product managers and onboarding specialists, you’re juggling a million priorities: feature adoption, activation milestones, reducing churn… And crafting the perfect email sequence that guides users to success? Firstly, I like how the onboarding email’s design matches Miro’s branding. Click Get Started.

Onboarding