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If they don’t feel like they’re getting value, then they’ll churn. Hence why annuals can be instrumental in lowering churn and ramping growth. Well, annuals do reduce churn pretty substantially, because your customers have one purchasing decision per year versus twelve. SaaS Metrics profitwell SaaS benchmarks profitwell report churn Wistia annual monthly plan arpu plans MORE
Negative net revenue churn? Net revenue churn is the exception to the rule, and it’s one of the few times you’ll hear founders get excited about a KPI being in the negative. So, why does everyone have such a positive attitude about negative churn? What is net negative churn? MORE
A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits. It is tempting to want to minimize churn rate and its impact by rationalizing and overshadowing it with optimistic retention projections. The Value of Churn Analysis During a Crisis. MORE
A high churn rate can tarnish your enterprise’s otherwise good reputation. The first step to fixing a high churn rate is to learn its causes and how to address them. What Causes a High Churn Rate? It’s not possible to predict every cause of churn, but knowing the main types helps in fighting it. Common causes of churn include: Slow setup, slow TTV. Any one of these issues alone, if severe enough, could cause churn. Customer Retention & Churn MORE
I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. 100% of those customers failed in implementation and 100% of them churned. I call this “ inception churn ,” because it’s churn that’s effectively built-in from inception — the customer is sent, along with a partner, on a doomed journey to solve a problem that the system was never designed to solve. MORE
The purpose of this post is to provide a teaser to entice you to attend my session, Churn is Dead, Long Live Net Dollar Retention Rate , bright and early on Wednesday, September 2nd at 8:00 AM. The three, fairly lethal problems with churn rates. MORE
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm. What Causes Churn? MORE
A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results. Leading Causes of Customer Churn . 5 Effective Ways to Prevent Customer Churn. MORE
Downgrades are not churn. It may be time to segment your “churn” into lost customers vs. downgrades. In a recurring revenue model, a customer that churns is a customer you never really had at all. And A Downgrade is Not Churn. Many of you will come under a lot of pressure these days to pause accounts, to downgrade accounts, and more. It’s challenging almost everywhere. MORE
Tired of the same ol’ “X proven ways to reduce customer churn”? SaaS companies dedicate a lot of time and money to the same goal — they want to give customers a reason to stay and reduce churn. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn. But if you become the go-to for multiple tasks (think: Slack), you become more ingrained in a user’s day-to-day life and, thus, they would be less likely to churn. MORE
The post The Known Unknowns of Churn Prediction appeared first on Zuora. Subscription Economy Uncategorized churn “Reports that say that something hasn’t happened are always interesting to me, because as we know, there are […]. MORE
Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. As I stated in 2013, the answer to “What is a good SaaS Churn rate,” was, “you want a churn rate to be ‘as low as possible.'” ” In 2020 I just say, “let’s make churn a non-issue.” Is 5% Monthly Churn Good? MORE
It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more important to protect your core base and reduce churn. Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. If you don’t, they will churn. A Checklist for Customer Churn Analysis. Cutting-Edge Customer Churn Analysis. MORE
Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e. customer churn risk ) and how that churn monster might be successfully defeated. Today, we are going to talk about a championless churn monster. MORE
Their success blinds them to the hidden dangers every SaaS company faces—dangers like high customer churn. Understanding the top reasons why customers churn—and knowing how to adapt your approach and keep them around—is vital for keeping your SaaS business sustainable and profitable. Customers are far more likely to churn before achieving their first success. Poor customer service can often lead to high churn—but there are multiple ways you can go about fixing it. MORE
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. MORE
Revenue churn answers the question: how much MRR did we lose last month? Even if you’re bringing in new customers and more MRR each month, it’s hard to achieve long term growth if you can’t get your churn under control. What’s negative revenue churn? MORE
We all know that churn is the not-so-silent killer of SaaS businesses. In fact, according to Tomasz Tunguz , the median SaaS business loses approximately 10% of its revenue to churn every year. Churn prevention is your proactive strategy for keeping customers around. It involves looking at the underlying reasons for churn and then formulating a plan to combat issues that may lead to churn before they happen. What is churn prevention? churn MORE
There’s no more vital metric for a SaaS company to keep track of than churn : the rate at which customers are leaving your business and taking their subscription dollars elsewhere. Churn can be powered by a number of factors, and even small month-on-month increases in churn percentage can be ruinous to planning, so understanding what churn is and how to analyze it is paramount. What is churn analysis? Customer churn comes in many forms. churn analysis MORE
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. MORE
That’s exactly why businesses should keep a close eye on customer churn. In this guide, we’ll break down how to calculate your customer churn rate (and the actionable steps you can take to reduce yours). What is customer churn? Why does customer churn matter? MORE
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 ChurnThis SaaS metric does not factor in any revenue from new customers, just existing customers. As Nathan Latka puts it in his “The Top” podcast, this is the holy grail of SaaS. Your recurring revenue […]. MORE
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. So to locate the best tactics to combat churn, we studied and gathered data from just over eight thousand subscription companies. Yet, just because churn is a fact of life, doesn’t mean we can’t optimize for tactics that reduce churn considerably. MORE
The post The Silent, Lurking Churn: Activation Rates Less Than 90% appeared first on SaaStr. It took me a little while to see activation rates as literally one of the 3-4 most important metrics in SaaS, but it probably is. I started to track activation rates at a lot of start-ups I work with, and I saw numbers that shocked me. I often say 60% or so activation rates 30 days in. Think about that. MORE
Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. But have no fear: a high churn rate is an opportunity to improve! We were able to figure out why our churn was so high. Deploy surveys at churn points. In this post, Klaus-M. MORE
You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. . Why Churn Matters. Why Customers Churn. MORE
Guide to Churn and Retention Metrics You’ve often heard that churn is a company killer for SaaS and subscription businesses. To be more specific, high customer churn and long CAC payback periods will most definitely burn through your cash and ultimately lead to the demise of your business. The post How to Calculate Churn and Retention in SaaS appeared first on The SaaS CFO. Churn Churn Formula Revenue Retention MORE
Picture this: Over the past six months, your churn rate has gone from a respectable 4%, to now, over 10%. Or, you can pause, take a step back and analyze what went wrong by doing some churn analysis. In this article, we’re going to break down a simple three step process you can use to analyze your churn. At the end of this guide, you’ll be able to figure out: Which customers are churning Why they’re cancelling How to fix the problem What is customer churn analysis? MORE
Understanding which of your customers is most likely to churn can be an anxious business for a SaaS company. Churn can appear to happen suddenly owing to any number of potential factors, and customers who do churn are unlikely to write you a “Dear John” letter explaining why it wasn’t you; it was them. There’s a wealth of data on breaking down the likelihood of churn per customer—maybe too much data. What is churn prediction? churn, 2.5% churn, 5.0% MORE
Q: What can you do to lower your customers churn rate? If every customer knows “Casey” is her rep, and who she can turn to … churn will go down. Leading to less churn. Don’t lump your smaller customers together with the big ones — or they will churn at a much higher rate. Stop with churn-and-burn deals. More here: 5 Tips To Minimize “Churn and Burn” Behavior in Your Sales Team | SaaStr. The more you visit, the fewer that churn. MORE
SaaStr speaker favorite Dave Kellogg recently shared with us his thoughts on why churn is dead, and what’s driving many companies to turn to net dollar retention. Churn is not disclosed. Churn is not quite dead YET, but definitely wounded. #1 2 Churn rates blow up LTV. MORE
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. Fortunately, there are strategies that will help you discover the causes of customer churn so that you can take steps to mitigate them. The Most Common Causes of Customer Churn. To pinpoint why your customers may be churning, begin with data. MORE
Most SaaS companies approach churn management all wrong. They spend huge amounts of money and time getting customers in the door but don't think about addressing churn until it becomes a major problem. Trying to fix your churn after things have already gone off the rails is a bit like playing the lottery—the odds of success are slim to none. The number one reason most SaaS companies struggle to lower their churn rate is simply that they aren’t being proactive. MORE
It’s the question on every SaaS founder’s lips: Is my churn rate too high? A “good” churn rate for one company might be terrible for another. Worse, comparing average churn rates across different markets and industries will leave you mired in confusing statistics and contradicting studies. So how do you know what a healthy churn rate is for your SaaS company? Why is it so hard to define an average churn rate—and what does that mean for your subscription business? MORE
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. MORE
Churn Related Topics Totango
DECEMBER 1, 2020
A high churn rate can reflect poorly on your enterprise and require you to invest more in customer acquisition; retention efforts are far less costly and often provide more positive results. Leading Causes of Customer Churn . 5 Effective Ways to Prevent Customer Churn.
For Entrepreneurs with David Skok
JANUARY 3, 2018
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.
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SaaStr
OCTOBER 1, 2020
SaaStr speaker favorite Dave Kellogg recently shared with us his thoughts on why churn is dead, and what’s driving many companies to turn to net dollar retention. Churn is not disclosed. Churn is not quite dead YET, but definitely wounded. #1 2 Churn rates blow up LTV.
Zuora
SEPTEMBER 16, 2020
The post The Known Unknowns of Churn Prediction appeared first on Zuora. Subscription Economy Uncategorized churn “Reports that say that something hasn’t happened are always interesting to me, because as we know, there are […].
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Download this template that includes calculations, formulas, definitions and a customizable dashboard. The template includes subscription momentum metrics (ARR, customer count, avg. ARR), churn and retention metrics, and customer lifetime value metrics.
ProfitWell
OCTOBER 30, 2019
Most SaaS companies approach churn management all wrong. They spend huge amounts of money and time getting customers in the door but don't think about addressing churn until it becomes a major problem. Trying to fix your churn after things have already gone off the rails is a bit like playing the lottery—the odds of success are slim to none. The number one reason most SaaS companies struggle to lower their churn rate is simply that they aren’t being proactive.
|
ProfitWell
AUGUST 6, 2019
There’s no more vital metric for a SaaS company to keep track of than churn : the rate at which customers are leaving your business and taking their subscription dollars elsewhere. Churn can be powered by a number of factors, and even small month-on-month increases in churn percentage can be ruinous to planning, so understanding what churn is and how to analyze it is paramount. What is churn analysis? Customer churn comes in many forms. churn analysis
Customer Success-Driven Growth
JULY 17, 2020
Is 5% a good monthly SaaS Churn Rate? Read on to learn the answer… As a consultant to SaaS and Cloud providers that are looking to grow, I get asked what an acceptable SaaS churn rate is all the time. As I stated in 2013, the answer to “What is a good SaaS Churn rate,” was, “you want a churn rate to be ‘as low as possible.'” ” In 2020 I just say, “let’s make churn a non-issue.” Is 5% Monthly Churn Good?
Baremetrics
NOVEMBER 24, 2020
That’s exactly why businesses should keep a close eye on customer churn. In this guide, we’ll break down how to calculate your customer churn rate (and the actionable steps you can take to reduce yours). What is customer churn? Why does customer churn matter?
Chargebee
NOVEMBER 27, 2020
Customer churn is worrisome. Here’s a guide for you to analyze and reduce customer churn proactively
Advertiser: Amplitude
Why do your users churn? In this guide you'll learn common product pitfalls and how to fix them.
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ProfitWell
APRIL 3, 2019
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. So to locate the best tactics to combat churn, we studied and gathered data from just over eight thousand subscription companies. Yet, just because churn is a fact of life, doesn’t mean we can’t optimize for tactics that reduce churn considerably.
Totango
MAY 21, 2019
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. Fortunately, there are strategies that will help you discover the causes of customer churn so that you can take steps to mitigate them. The Most Common Causes of Customer Churn. To pinpoint why your customers may be churning, begin with data.
SaaStr
MAY 21, 2020
The post The Silent, Lurking Churn: Activation Rates Less Than 90% appeared first on SaaStr. It took me a little while to see activation rates as literally one of the 3-4 most important metrics in SaaS, but it probably is. I started to track activation rates at a lot of start-ups I work with, and I saw numbers that shocked me. I often say 60% or so activation rates 30 days in. Think about that.
Kellblog
AUGUST 30, 2020
The purpose of this post is to provide a teaser to entice you to attend my session, Churn is Dead, Long Live Net Dollar Retention Rate , bright and early on Wednesday, September 2nd at 8:00 AM. The three, fairly lethal problems with churn rates.
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to languish until something—an unhappy customer, plummeting revenue, a spike in customer churn— demands change. felt the pain of churning customers or failing. average sales price or increased customer churn—and. churn rates. Churn.
ProfitWell
OCTOBER 29, 2019
We all know that churn is the not-so-silent killer of SaaS businesses. In fact, according to Tomasz Tunguz , the median SaaS business loses approximately 10% of its revenue to churn every year. Churn prevention is your proactive strategy for keeping customers around. It involves looking at the underlying reasons for churn and then formulating a plan to combat issues that may lead to churn before they happen. What is churn prevention? churn
ProfitWell
OCTOBER 16, 2019
It’s the question on every SaaS founder’s lips: Is my churn rate too high? A “good” churn rate for one company might be terrible for another. Worse, comparing average churn rates across different markets and industries will leave you mired in confusing statistics and contradicting studies. So how do you know what a healthy churn rate is for your SaaS company? Why is it so hard to define an average churn rate—and what does that mean for your subscription business?
Baremetrics
MARCH 31, 2020
Picture this: Over the past six months, your churn rate has gone from a respectable 4%, to now, over 10%. Or, you can pause, take a step back and analyze what went wrong by doing some churn analysis. In this article, we’re going to break down a simple three step process you can use to analyze your churn. At the end of this guide, you’ll be able to figure out: Which customers are churning Why they’re cancelling How to fix the problem What is customer churn analysis?
Rebilly | Insights Into Subscription Billing
APRIL 3, 2019
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.
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According to this year’s survey, 92 percent of respondents reported an increase in competitive differentiation, 90 percent reduced customer churn, and 91 percent improved win rates. Improve Win Rate Reduce Churn Differentiate Your. 2018 STATE OF. EMBEDDED. ANALYTICS.
Totango
MARCH 3, 2020
A high churn rate can tarnish your enterprise’s otherwise good reputation. The first step to fixing a high churn rate is to learn its causes and how to address them. What Causes a High Churn Rate? It’s not possible to predict every cause of churn, but knowing the main types helps in fighting it. Common causes of churn include: Slow setup, slow TTV. Any one of these issues alone, if severe enough, could cause churn. Customer Retention & Churn
Baremetrics
OCTOBER 21, 2020
Revenue churn answers the question: how much MRR did we lose last month? Even if you’re bringing in new customers and more MRR each month, it’s hard to achieve long term growth if you can’t get your churn under control. What’s negative revenue churn?
Totango
JANUARY 23, 2020
You are not powerless in the face of churn. There are almost always indicators that a customer is going to churn, which means that if identified early, a good Customer Success team can mitigate the risk and execute a successful recovery plan. Some churn is inevitable no matter what business model you employ, but it does not just occur randomly. Think of churn like a risk that can be negotiated like any other. . Why Churn Matters. Why Customers Churn.
ProfitWell
OCTOBER 23, 2019
Their success blinds them to the hidden dangers every SaaS company faces—dangers like high customer churn. Understanding the top reasons why customers churn—and knowing how to adapt your approach and keep them around—is vital for keeping your SaaS business sustainable and profitable. Customers are far more likely to churn before achieving their first success. Poor customer service can often lead to high churn—but there are multiple ways you can go about fixing it.
Speaker: Collin Stewart, Co-Founder & Co-CEO, Predictable Revenue
As you scale your SaaS business, you want to be armed with all the necessary tools to ensure optimal growth, which ultimately stems from how effective your sales team is. After identifying that you have a great product that the market needs, the next step is to determine if you have the proper messaging, if you are using the correct channels, and if you have the most effective tactics in place. Join Co-Founder and Co-CEO of Predictable Revenue Collin Stewart to learn how to use this formula to fast-track your startups’ growth journey.
ProfitWell
JANUARY 29, 2019
If they don’t feel like they’re getting value, then they’ll churn. Hence why annuals can be instrumental in lowering churn and ramping growth. Well, annuals do reduce churn pretty substantially, because your customers have one purchasing decision per year versus twelve. SaaS Metrics profitwell SaaS benchmarks profitwell report churn Wistia annual monthly plan arpu plans
SaaStr
APRIL 1, 2020
Downgrades are not churn. It may be time to segment your “churn” into lost customers vs. downgrades. In a recurring revenue model, a customer that churns is a customer you never really had at all. And A Downgrade is Not Churn. Many of you will come under a lot of pressure these days to pause accounts, to downgrade accounts, and more. It’s challenging almost everywhere.
Totango
SEPTEMBER 1, 2020
To paraphrase the famous saying, there are only two things that are certain in business: churn and taxes. And, in the case of churn at least, by learning from what you cannot avoid you can prevent yourself from suffering any loss that will do real harm. What Causes Churn?
Chart Mogul
OCTOBER 29, 2020
Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. But have no fear: a high churn rate is an opportunity to improve! We were able to figure out why our churn was so high. Deploy surveys at churn points. In this post, Klaus-M.
Totango
FEBRUARY 5, 2019
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.
Chart Mogul
JULY 8, 2020
Tired of the same ol’ “X proven ways to reduce customer churn”? SaaS companies dedicate a lot of time and money to the same goal — they want to give customers a reason to stay and reduce churn. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn. But if you become the go-to for multiple tasks (think: Slack), you become more ingrained in a user’s day-to-day life and, thus, they would be less likely to churn.
ChurnZero
MAY 31, 2019
Churn Monster #12: Championless. It’s now been a full year since we first launched the churn monster blog series, can you believe it? Over the course of the past year we have featured a new churn monster each month and taken a look at a life-like scenario involving that churn monster (i.e. customer churn risk ) and how that churn monster might be successfully defeated. Today, we are going to talk about a championless churn monster.
Totango
APRIL 20, 2020
It is critical to manage churn especially in this time of uncertainty As topline growth may be stagnant due to the crisis, it’s even more important to protect your core base and reduce churn. Customer churn analysis can provide you and your teams with valuable insight into what drives your current churn rate and potential improvements. If you don’t, they will churn. A Checklist for Customer Churn Analysis. Cutting-Edge Customer Churn Analysis.
The SaaS CFO
DECEMBER 8, 2017
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 ChurnThis SaaS metric does not factor in any revenue from new customers, just existing customers. As Nathan Latka puts it in his “The Top” podcast, this is the holy grail of SaaS. Your recurring revenue […].
Baremetrics
NOVEMBER 11, 2020
Negative net revenue churn? Net revenue churn is the exception to the rule, and it’s one of the few times you’ll hear founders get excited about a KPI being in the negative. So, why does everyone have such a positive attitude about negative churn? What is net negative churn?
The SaaS CFO
FEBRUARY 27, 2019
Guide to Churn and Retention Metrics You’ve often heard that churn is a company killer for SaaS and subscription businesses. To be more specific, high customer churn and long CAC payback periods will most definitely burn through your cash and ultimately lead to the demise of your business. The post How to Calculate Churn and Retention in SaaS appeared first on The SaaS CFO. Churn Churn Formula Revenue Retention
Totango
MAY 8, 2020
A SaaS churn analysis is more than a quick calculation of your customer churn rate. It provides a window into the causes and effects that are affecting your churn rate, including your customers’ needs and whether they are being met. SaaS Churn Analysis Benefits. It is tempting to want to minimize churn rate and its impact by rationalizing and overshadowing it with optimistic retention projections. The Value of Churn Analysis During a Crisis.
ProfitWell
OCTOBER 2, 2019
Understanding which of your customers is most likely to churn can be an anxious business for a SaaS company. Churn can appear to happen suddenly owing to any number of potential factors, and customers who do churn are unlikely to write you a “Dear John” letter explaining why it wasn’t you; it was them. There’s a wealth of data on breaking down the likelihood of churn per customer—maybe too much data. What is churn prediction? churn, 2.5% churn, 5.0%
Kellblog
AUGUST 1, 2019
I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. 100% of those customers failed in implementation and 100% of them churned. I call this “ inception churn ,” because it’s churn that’s effectively built-in from inception — the customer is sent, along with a partner, on a doomed journey to solve a problem that the system was never designed to solve.
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