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If Nothing Else – Segment Churn

SaaStr

Everyone seemingly became an expert in churn. Your churn rate should be 0.123909% per month. Churn is not a GAAP metric. In fact, Christoph Janz had a great post a ways back noting how even public companies define churn differently. But they excluded churn in the first 60 days. It should be net negative.

Churn 278
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Big Companies Don’t Churn. They Quit You.

SaaStr

Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks churn out of their Verizon plan, their Netflix subscription, etc. And sometimes they’ll churn even just for a modestly better deal. the dynamics are similar.

Churn 362
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The Challenge with SMB SaaS: High Growth Can Only Mask High Churn For Just So Long

SaaStr

But beyond all the other Pros and Cons of SMB vs enterprise, there’s one looming issue with SMB SaaS: Churn. Endemic churn. The type of churn you almost can’t do anything about. Net net, most true SMB SaaS products often churn on the order of 3% per month almost no matter what you do. And measuring it.

SMB 359
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Dear SaaStr: What Do You Do With Churned Customers?

SaaStr

Dear SaaStr: What Do You Do With Churned Customers? The post Dear SaaStr: What Do You Do With Churned Customers? You put them into a Get Them Back bucket and re-market to them with a dedicated program. And you have sales especially follow-up twice. Once in about 90 days, to see if they might want to come back — importantly.

Churn 254
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The Hidden Costs of Poor Customer Onboarding

Churn starts within the first 30 days of customers purchasing a product. A lot of it comes down to the first impression customers get through the onboarding process. A poor experience can result in losing current and future customers, and unnecessary overhead.

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Measure Your Churn. But What’s Even More Important is to Measure Your “Almost Churn”. 5 Tricks to Help You Here.

SaaStr

Churn is a paramount topic in SaaS , as we all know. If every dollar of ARR is worth $6+ in the long term, including upsells and second order revenue … then of course, by the same token, for every dollar of ARR that churns … you’re losing $6 of notional ARR. But maybe even more important is measuring Almost Churn.

Churn 268
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Zoom at $4.5B in ARR: Enterprise is Growing 24%, But SMB Churn is Dragging Overall Growth Down to … 1% for 2024

SaaStr

While Zoom Enterprise is growing at a healthy clip, churn is over 3% a month for its SMB customers As a result, it’s now predicting 1% growth next year 1% pic.twitter.com/i2k2W9QbVX — Jason Be Kind Lemkin  (@jasonlk) February 27, 2023 So Zoom has just been the craziest story of all time in SaaS. It probably couldn’t last.

SMB 245
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The Customer Success Onboarding Playbook

A successful customer onboarding process improves efficiency, increases capacity and decreases churn. Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. This playbook features tips from industry leaders and outlines all the steps needed to create a best-in-class onboarding experience.

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Monetizing Analytics Features: Why Data Visualizations Will Never Be Enough

Think your customers will pay more for data visualizations in your application? Five years ago they may have. But today, dashboards and visualizations have become table stakes. Discover which features will differentiate your application and maximize the ROI of your embedded analytics. Brought to you by Logi Analytics.

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The Modern Customer Success Playbook

Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. Develop an effective customer health scoring model to mitigate churn and identify opportunities across your customer base. Satisfaction won’t cut it. But where do you start?

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Why Product Led Growth is a Customer Success Responsibility

But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable. As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention.

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How to Choose an AI Vendor

But rapid change, vendor churn, hype and jargon make it increasingly difficult to choose an AI vendor. You know you want to invest in artificial intelligence (AI) and machine learning to take full advantage of the wealth of available data at your fingertips.

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4 Competencies of a Successful Sales Team

Speaker: Collin Stewart, Co-Founder & Co-CEO, Predictable Revenue

In this webinar you will learn how to: Determine if your product is addressing a need within the market; Align your messaging, channels and tactics; Shape your sales strategies to reduce churn; Measure the effectiveness of your strategies in relation to your revenue; And more! October 29, 2019 11:00 AM PDT, 2:00 PM EDT, 7:00 PM BST.

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If You Build It, They Will Come: A Guide to Customer Onboarding

Speaker: Jamie Bernard, Sr. Product Director and Product Management Practice Lead at Nexient, an NTT Data Company

If you can simplify your onboarding process and show your product's value from the beginning, you can lower customer churn and increase the usability of your product. In this webinar we will review: The elements of good customer onboarding. Examples of successful product onboarding strategies.