Top Two Reasons for Churn

For Entrepreneurs with David Skok

In working with a number of SaaS portfolio companies, I have found that there are two causes of churn that occur more frequently than any others. Customer Success churn SaaS SaaS churn SaaS customer engagement SaaS customer retention SaaS renewals SaaS retention Startup HelpThey are: Failure to successfully onboard the customer Loss of the champion who drove the purchase Looking at these in order: Failure to successfully onboard It’s easy to understand.

Churn 155

The Top 4 Causes of Customer Churn and How to Address Them


So, instead of always seeking new customers, focus on keeping existing customers happy and preventing churn. Customers can churn for a variety of reasons, and it’s not always clear why they are leaving. The Most Common Causes of Customer Churn.

Churn 71

How To: Burn the Churn


On this episode of the ProfitWell Report, Nathan Beckord , Co-Founder and CEO of Foundersuite , wants to know the best ways to combat churn, and we think it's safe to assume Nathan isn't the only one on the churn-solving mission.

Churn 77

How to Use Content to Reduce Churn

Rebilly | Insights Into Subscription Billing

It’s every subscription business’s goal to keep churn as low as possible. Churn — the percentage of customers you lose every month — can be tough to beat, and it can ruin your bottom line. The post How to Use Content to Reduce Churn appeared first on Rebilly. Churn churn customer retention LTVOf course, there are reasons for losing a customer that are completely out of your control.

Churn 63

Churn Monster – Acquired Customer


Churn Monster #11: Acquired Customer. It’s time for us to take a look at another churn monster that causes a lot of risk – an acquired customer. Let’s take a look at a scenario involving an acquired churn monster and see what you can do as a Customer Success Manager in this situation.

Churn 56

How to Calculate Churn and Retention in SaaS

The SaaS CFO

Guide to Churn and Retention Metrics You’ve often heard that churn is a company killer for SaaS and subscription businesses. The post How to Calculate Churn and Retention in SaaS appeared first on The SaaS CFO. Churn Churn Formula Revenue Retention

Churn 64

How to Track and Reduce Your Involuntary Churn

Rebilly | Insights Into Subscription Billing

If you’ve been in the subscription business for a while, you’re no stranger to involuntary churn — or the desire to reduce it. Even as a new business owner, you probably know churn is something you’ll deal with regularly, voluntary or not. …And involuntary churn is? (A

Churn 57

Churn-informed onboarding and engagement strategies

Chart Mogul

Onboarding emails meet churn indicators. Ah, churn. Though the term likely makes you shudder, a customer churning isn’t always as unfortunate as you might think. Churn is a natural part of subscription businesses, but it’s everyone’s goal to make it as low as possible. Churn is calculated after a user has left your service, but what if you could use it for a proactive measures instead of reactive tactics?

Churn 50

Reducing Churn: ROI-Focused SaaS Strategies for Customer Success


Fear of customer churn can make you feel you’re standing above a trap door, like the floor could fall away at any moment. We believe in data-driven, proactive customer success that lets you take control of your churn risk and strengthen your customer relationships. Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. In short, customer knowledge conquers churn fear. Why SaaS Customers Churn.

Churn 62

SaaS Metrics Refresher #3: Churn

Chart Mogul

Today we're tackling a big one: Churn. If we look back to our MRR Movements chart from the previous lesson, you’ll see that there are two ways in which your SaaS revenue can shrink: either through customer downgrades (contraction) or churn: Churn definitions.

Churn 56

Churn Monster: Ghosted


Churn Monster #8: Ghosted Customer. As part of our customer churn monster series today, we are going to be talking about ghosting. Follow the links below to learn about the other churn monsters we’ve covered so far and stay tuned for a new churn monster next month.

Churn 60

What’s behind those churn metrics?

Practical Advice on SaaS marketing

Churn is bad for software-as-a-service (SaaS) companies. But knowing there’s a churn problem is one thing; fixing it is something else. To bring down churn, we need to understand what’s behind the numbers. But fixing a churn problem means first diagnosing the cause.

Churn 130

Churn Monster: Stuck Customer


Churn Monster #7: Stuck Customer. We are going to talk about a customer churn risk that all of us in the Customer Success space have experienced – a stuck customer. The question is, how do you go about handling this customer churn risk? Churn Monster #1 – Disengaged Customer.

Churn 60

Churn Monster: Cheater


Churn Monster #9: Cheater Customer. It’s time to talk churn monsters again. This month’s customer churn risk is a cheater. So, let’s take a look at scenario involving a cheater and how you might be able to save that customer from switching to a competitor and churning.

Churn 52

What’s the “Cause of Death” in Your Churn Reporting?


In looking at this issue across several companies, I’ve noticed a disturbing trend / missed opportunity in how many SaaS companies classify the reason for customer churn. In churn-speak, “yes, the customer who churned issued a churn notice and chose not to renew.”

Churn 63

Churn Monster: Manic Customer


Churn Monster #5: Manic Customer. With Halloween approaching there’s all sorts of spooky things around us, which makes it a perfect time for us to talk – churn monsters! These churn monsters take big bites out of your customer base, which can be very scary. Fight Customer Churn!

Churn 60

Churn Monster: Abandoned Customer


Churn Monster #6: Abandoned Customer. We are now halfway through our Churn Monster blog series and have looked at a lot of common customer churn risks and how you can go about defeating them. Way to go on beating this churn monster! Churn Monster #1 – Disengaged Customer.

Churn 56

Churn Monster: Bad Fit Customer


Churn Monster #10: Bad Fit Customer . This month we are going to take a look at a churn monster that we’ve all experienced but is different than all the rest, for one very specific reason, that we will get into. Churn Monster #1 – Disengaged Customer. Fight Customer Churn!

Churn 56

Churn is the Quiet SaaS Killer

Sales Enablement, SaaS and Growth

High SaaS churn is a corollary of poor retention - but it can creep up unannounced, and rather than deal a single fatal blow, it causes death by a thousand small cuts. There’s little point in acquiring new customers if churn is out of control. Annual churn rate.

Churn 141

Churn Monster: The Victim


Churn Monster #4: The Victim. Today we are going to take a look at our fourth churn monster – the victim. Let’s a look at a scenario where this churn monster is involved and see how you can go about defeating this customer churn risk. Churn Monster #3 – Slacker Customer.

Churn 56

Customer retention: 5 best practices & 6 strategies for low churn

Inside Intercom

Read on to learn how to create a retention messaging strategy that will turn struggling signups into a series of churn-resistant power users. Some amount of customer churn is natural. Defend against churn early. The seeds of churn are planted the moment you acquire a customer.

How public SaaS companies report churn, and what you can learn from them

The Angel VC

While doing some research for another post I just stumbled on this excellent overview from Pacific Crest on the churn rates of publicly listed SaaS companies. I’ve seen posts with churn benchmarks of public SaaS companies before, but this one is by far the most comprehensive collection I’ve seen and I think it’s very useful. What’s maybe even more interesting than taking a look at the numbers themselves is to see how different companies define churn (or the inverse, retention).

Churn 180

Negative Churn: Reaching the Pinnacle of Customer Success


Some of the fastest growing, The post Negative Churn: Reaching the Pinnacle of Customer Success appeared first on CloudKettle. SaaS Sales and Marketing B2B churn customer success negative churn Revenue Stack Saas Salesforce subscription revenue

Churn 52

What is Net Negative Churn in SaaS

The SaaS CFO

Net negative churn occurs when your expansion revenue from existing customers totals more than your lost revenue from existing customers. The post What is Net Negative Churn in SaaS appeared first on The SaaS CFO. Churn Nathan Latka Net Negative Churn

Churn 54

What is MRR Churn? | SaaS Metrics FAQs Part 2

Chaotic Flow

In this second post, I examine SaaS MRR churn, a SaaS metric that extends from SaaS customer churn which was covered in the first installment. SaaS Metrics FAQ #4 | What is MRR Churn? SaaS MRR churn measures the erosion of SaaS monthly recurring revenue (MRR).

Churn 168

How to Beat the Average Churn Rate for Subscription Service Enterprises


Most subscription-based enterprises look at “churn rates,” or the percentage of customers who cancel their subscription every year. Average churn rates for subscription services are estimated at around 6-8%. So, one way to become more competitive is to get your churn rate down below this figure. But how can you learn why customers end their subscriptions, and understand the calculations behind your current churn rate? First are subscription churn rates.

Churn 51

Remind customers why they're paying you

Practical Advice on SaaS marketing

attrition churn customer acquisition renewals SaaS marketing

Churn 173

Academy as a Perfect Multi-Tool for a SaaS Startup


SaaS Churn Rate

Why (most) SaaS startups should aim for negative MRR churn

The Angel VC

If you've followed my blog for a while, you know that I have a bit of an obsession with churn. Having significant account churn doesn't necessarily have to be a big problem and can't be avoided completely anyway. MRR churn sucks the blood out of your business though.

Churn 183

How to learn from churn – designing good user offboarding

Inside Intercom

The reality is that churn is a natural part of business, and it’s important that you work towards truly understanding it. It’s critical that you work towards understanding the reasons why customers leave, ideally before they decide to leave, using future indicators like activity churn.

Churn 82

Building a churn prediction machine, part one

Chart Mogul

We have all the data and insights, so why can't we be better at calculating churn risk? This first part looks at some of the data points and leading indicators of churn we can use to piece together a better prediction tool. Leading and lagging indicators of churn.

Churn 56

Reduce your churn with a retention messaging strategy

Inside Intercom

In the world of SaaS, Intercom have helped thousands of companies avoid the heartache of churn. First off, you’ll learn how to monitor those inching towards churn. The post Reduce your churn with a retention messaging strategy appeared first on Inside Intercom. Updates churn messaging retentionA successful SaaS business is built on retaining your existing customers, not just acquiring new ones. Today, we’re launching The Customer Retention Starter Kit to help.

The SaaS growth ceiling: what happens when churn takes hold

Chart Mogul

As any SaaS business grows, customer churn has the potential to turn from a minor issue to an all-out growth killer. Calculating your growth ceiling can be a useful tool to illustrate the limits of your growth, highlighting the profound effect of churn.

Churn 63

To Get Off the SaaS Growth Treadmill: Avoid Revenue Churn and Burn

OpenView Labs

Before there is time for customers to churn it’s just about adding in as many new customers as you can. But before we know it, if we aren’t careful, we find our growth being stunted on the top line by customer churn. And yes, customer churn really sucks.

Churn 88

Eliminate Churn Forever in 5 Simple Steps

Customer Success-Driven Growth

Churn… ya boring. I’m so over talking about churn and if you really understand what Customer Success is all about , you should be, too. Churn is so easy to get rid of… you just have to do five simple things. Once churn is a non-issue, you can focus on growth.

Churn 87

Churn Classification for Customer Success Management

Customer Success-Driven Growth

If you focus on Customer Success , churn will not be an issue. So while our goal is to live in a world where churn doesn’t happen, while you have it, you really need to understand it so you can avoid it in the future. All Churn is Bad. Churn Classification Explained.

The craft and craftiness of interpreting SaaS churn


SaaS churn is a lot like Las Meninas, an iconic painting by Diego Velazquez which was reinterpreted by Pablo Picasso in 58 different ways, each interpretation more abstract than the previous one

Churn 79

Which to Prioritize - Churn or Growth?

Tom Tunguz

Growth or churn? Churn or growth? On the other hand, churn is a huge source of friction and raises questions of product market fit. Especially in the early stage, churn is the more important of the two priorities, and when founders ask me which to emphasize that the seed and series A, I’ll always respond churn. Churn is a limiting factor on the business. Like fiction, at some scale, churn will prevent the business from growing.

Churn 100

Why Your SDRs Keep Churning (And How To Start Retaining Them)

Sales Hacker

The post Why Your SDRs Keep Churning (And How To Start Retaining Them) appeared first on Sales Hacker. AltiSales Certified Sales Expert Sales Management Webinars

Churn 75

Reducing Churn With Machine Learning Powered Push Messages

Ryan Berg

According to research conducted by UrbanAirship, 95% of opt-in users who don’t receive a push notification in the first 90 days will churn. But just blasting users with frequent messages isn’t a guaranteed way to reduce churn, and the wrong message at the wrong time.

Is your churn problem actually an onboarding problem?

Claudiu Murariu

Not surprisingly, both companies were sure they were experiencing a churn problem, so they wanted to address it by increasing retention. When we got on board, we decided to first dig deeper and see what were the real causes of this increase in churn.

Churn 52

GymForLess Uses ChartMogul to Reduce Churn, Enhance Services

Chart Mogul

Since customers can cancel at any time, GymForLess knows they need to earn their business each month, which means they’re laser focused on metrics like churn, retention and customer lifetime value. At one point the team noticed that overall churn on B2C plans was higher.

Churn 52

Customer Churn is Everyone’s Problem: Here’s Why You Should Give Your Customer Success Team a Break

OpenView Labs

Since 30% of SaaS companies report having unacceptable levels of churn , retention panic is real, and it’s tempting to point fingers, namely at the customer success team. The SaaS customer churn war can only be won with full alignment.