User Pilot

MARCH 17, 2023

How do you perform a customer churn analysis that gives you the necessary insights to boost retention and grow your SaaS business ? In this article, we cover how to measure and analyze churn to gather actionable data. Plus, learn four efficient strategies to lower your churn rate. Learn from churning customers.

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Churn SaaS Onboarding Customer Lifetime Value 98

SaaStr

AUGUST 16, 2021

We put out a call on Twitter the other day for folks’ best tips on what has really lowered churn for them this year. “1/ Divide your churn into manageable and unmanageable areas 2/ Strip out definable areas of churn reason (e.g. Are you segmenting churn? High usage can still mask churn.

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Churn Headcount Customer Success SaaS 328

SaaStr

JUNE 2, 2021

Q: What are some tricks software companies use to manipulate churn metrics? Churn” is a surprisingly imprecise term. Some ways saas companies “manipulate” churn, which may be 100% legitimate in some cases: Not counting churn until after 90 days. If a customer churns in a week, why count them? Companies differ here.

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Churn Metrics Software SaaS 260

SaaStr

JUNE 13, 2022

And I’m going to suggest two that will worry you a lot as you scale — Churn and Sales Cycle — you should track, but not obsess over, until you are well, well past initial traction, that first $1m-$2m ARR. >> Let’s Start with Churn. Absolutely, getting your churn trending downward is important.

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Churn SaaS Metrics Customer Lifetime Value 250

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 There are four ways to calculate churn rates: Gross vs. Net. Why is this?

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Churn Retention SaaS Metrics 251

SaaStr

JANUARY 14, 2021

Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. In this guide, Andrea Webb, the SVP of Customer Success & Retention at Solarwinds , and Tim Willey, the SVP of Commercial Strategy & Operations at ForgeRock , share their tips for understanding and combating churn. .

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Churn SaaS Metrics Customer Success 196

SaaStr

JANUARY 12, 2021

Churn is when your customers drop out on you, and when it comes to your customer base, it’s inevitable. There are a number of factors to churn, including your business model, the maturity of your company, as well as your business type. No matter what, you’re going to have to figure out how to manage churn on the regular.

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Churn Data Onboarding Customer Success 214

SaaStr

AUGUST 9, 2021

Everyone talks about hitting 120%+ NRR these days But the truth is, single-seat users & very small businesses churn at a high rate. That sort of churn hurts. Even modestly decreasing churn in Very Small Business and single seat accounts can have a big impact. Don’t treat them all as churned. Often 3% a month.

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Churn Revenue Scaling Mobile 273

SaaStr

FEBRUARY 3, 2020

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.

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Churn Customer Success Sales Pricing 260

User Pilot

MARCH 23, 2023

What are the reasons for customer churn in SaaS? However, sometimes things don’t go as planned, and customers churn. By the end of this article, you’ll have a better understanding of the common pitfalls that lead to customer churn and how to avoid them. 5: Customers churn when they experience an unresolved product bug.

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Churn SaaS Onboarding Subscription 98

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

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Churn Onboarding Customer Support Retention 98

User Pilot

JANUARY 16, 2023

Are you searching the market to find the best churn management software for your SaaS company? Churn management software is a tool or suite of tools that help you collect customer data, analyze customer attrition , and predict churn. Baremetrics for churn analysis. Churnzero to track revenue churn and data points.

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Churn SaaS Retention Software 105

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. They 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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Churn SaaS Onboarding Customer Success 268

Chargebee

OCTOBER 10, 2022

Like conquering planets, building products that outlive the people, or intercepting customer churn before it even happens. Nothing that's truly transformational, is simple. Innovation is supposed to be complex. Or is it?

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Churn Innovation 100

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. Your top customers will grow with you. You need a lot of these to win.

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Churn SaaS Retention Pricing 270

Baremetrics

FEBRUARY 15, 2021

Confused about customer churn vs. revenue churn? Churn means lost money or lost customers. These metrics help you understand two different things: Customer churn — the number of people you've lost. Revenue churn — the amount of revenue you've lost. Customer churn = customers lost. Revenue churn = money lost.

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Churn Revenue Subscription SaaS 102

The SaaS CFO

FEBRUARY 22, 2023

We know churn is bad for our SaaS company. I’d like to dive into the financial details as to why churn is a SaaS killer. Those can be […] The post Why Churn is a SaaS Killer appeared first on The SaaS CFO. Yes, we are losing customers and revenue. This impacts growth, metrics, and cash to name a few.

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Churn SaaS Metrics Revenue 59

Neil Patel

MARCH 26, 2021

However, there’s a lurking metric you might not be tracking: your PPC churn rate. What is the elusive PPC churn rate, and, more importantly, why should you care? What Is PPC Churn Rate? Your PPC churn rate is the number of people who convert via paid ads but don’t hang around. It’s a pay-to-play world.

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Churn Onboarding Metrics Customer Support 141

Chart Mogul

JANUARY 22, 2021

In this blog post, we have collected everything you need to know about churn — along with links to the best resources on the internet. You’ll never need to visit another site to learn about churn. Now you know — just mention churn. Definition of churn. Churn is a concept specific to subscription businesses.

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Churn SaaS Subscription Revenue 136

Sixteen Ventures

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. ” In 2020 I just say, “let’s make churn a non-issue.” Monthly vs. Annual Churn Rates.

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Churn SaaS Revenue B2C 135

SaaStr

OCTOBER 28, 2021

At Evernote, they conflated bounce with churn — and Phil challenges us not to. Retention is 3 things mashed together, “bounce, low-value churn, and high-value churn”, and you have to measure them separately. Now, at mmhmm, Bounce rate is high but High-Value Churn is low. We have all seen this :).

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Churn Retention Metrics Startup 213

SaaStr

MAY 21, 2020

The post The Silent, Lurking Churn: Activation Rates Less Than 90% appeared first on SaaStr. While B2C can be different, for a B2B app, why should it be less? And then make sure you have clear action plans for the other 10%. A Top Customer Success Hack: Driving Up Activation Rates, ASAP.

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Churn SaaS Metrics B2C 294

Totango

FEBRUARY 12, 2021

What is customer churn ? Read on to learn what you need to know about what customer churn is and how to calculate it. What Is Customer Churn? Customer churn is the percentage of customers lost over a given time frame, typically a month. You can also think of customer churn as the opposite of customer retention.

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Churn Retention Customer Success Revenue 81

ChurnZero

DECEMBER 6, 2021

All SaaS companies can expect some level of customer churn. An upward trend in customer churn rate indicates a serious problem for your business both monetarily and reputationally. That’s why performing a customer churn analysis can be powerful in the endeavor to increase customer retention. What is Customer Churn Rate ?

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Churn Retention SaaS Data 98

SaaStr

JANUARY 24, 2019

Many call it “Churn and Burn” or other variants. Your brand and reputation is damaged at least a tiny bit everytime a paying customer churns out because they were mis-sold a feature set. But the cost to onboard, close, manage, and market to a customer that churns almost immediately is almost always higher than the short-term revenue.

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Churn Sales Customer Success Revenue 230

Tom Tunguz

JULY 12, 2019

In Rethinking Customer Churn Rate & LTV/CAC , Thibaud Clement illuminates a counter-intuitive concept about churn. The faster you increase your growth rate (acceleration rate), the higher the churn rate. In the 50% scenario, churn will be 67% higher. In the 50% scenario, churn will be 67% higher.

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Churn SaaS Startup Metrics 193

Sage Intacct

JUNE 14, 2022

If you’re a SaaS finance leader, your churn rate (the number of subscription cancellations you receive over a given period) is one of your most valuable performance SaaS metrics to track and improve.

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Churn SaaS Retention Revenue 145

Totango

DECEMBER 28, 2021

Knowing how to fight customer churn is critical for keeping SaaS business models sustainable. The more customers you lose to churn, the more you have to invest in new customer acquisition to maintain your revenue, and the harder it becomes to grow your business. Here we’ll look at four proven strategies for reducing customer churn.

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Churn Strategy Retention Customer Success 96

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

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Churn Retention Onboarding Customer Success 90

The Angel VC

NOVEMBER 30, 2017

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.

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Churn SaaS Retention Metrics 226