User Pilot

JANUARY 9, 2023

Customer retention marketing is any marketing strategy focused on keeping your existing customers happy and engaged. It involves improving customer satisfaction to drive customer loyalty, lower churn rate, and increase repeat purchases. Personalization makes customers feel happy and recognized as valued customers.

Customer Lifetime Value 98

Customer Lifetime Value Retention Marketing Scale 98

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

SaaStr

FEBRUARY 14, 2021

The key is a combination of (x) churn and (y) value. Virtually every self-service, individual seat web service churns at a relatively high rate — from maybe 2.5% And what you’ll find is epic on the churn side. Your churn as the deal gets just a smidge bigger will fall dramatically, toward 1-1.5%.

Revenue 261

Revenue Sales Hiring Customer Lifetime Value Churn 261

User Pilot

NOVEMBER 14, 2024

Customer expansion drives recurring revenue and long-term growth. By increasing the value provided to existing customers through different expansion tactics, companies can reduce churn and enhance customer lifetime value.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

User Pilot

OCTOBER 31, 2024

These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. Focus on actionable product metrics While it’s easy to get lost in a sea of metrics (like churn rate , customer lifetime value, or monthly recurring revenue) not all metrics are equally useful.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Intercom, Inc.

APRIL 14, 2020

This has long been one of the most popular topics on Inside Intercom, and over the years we have examined retention from a number of different perspectives – from measuring net dollar retention to understanding activity churn; from cohort analysis to re-engagement messaging strategies. Reduce churn by re-engaging your customers.

Retention 245

Retention Customer Lifetime Value Churn Acquisition 245

User Pilot

OCTOBER 19, 2024

For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. A customer tweeting about their positive experience can attract others to try out your product.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. First measure it, establish a base. Then improve it. .

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

NOVEMBER 27, 2021

Rather, Customer Success owns the customer from point of inception (sometimes pre-close) all the way through the entire life and lifecycle of the customer. Sales closes the customer, and Customer (or Client) Success takes it from there — for years. First measure it, establish a base. Then improve it. .

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction?

Churn 105

Churn Artificial Intelligence Machine Learning Data Analysis 105

User Pilot

JULY 20, 2023

Wondering how to reduce customer churn rate for your business? In this article, we review different ways to identify potential churn and deal with it. Attrition is the bane of every subscription business; low retention rates will result in a duce and the customer lifetime value and revenue will plummet.

Churn 98

Churn SaaS Payments Payment Solutions Strategy 98

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.

Churn 98

Churn SaaS Payments Payment Solutions Customer Lifetime Value 98

User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

ChurnZero

MAY 23, 2025

Customer success, when tied to revenue outcomes, is a strategic growth lever. The CS org holds the keys to driving net revenue retention (NRR), influencing customer lifetime value (LTV), improving your CAC:LTV ratio, and ultimately showing your board that growth isnt just coming from new logos – its compounding from within your base.

Customer Success 52

Customer Success Metrics Revenue Scale 52

Intercom, Inc.

OCTOBER 18, 2021

Product metrics are data measurements that businesses use to evaluate the success of a product and determine how customers are engaging with it. Popular metrics like churn rate and conversion rate inform product strategy and help various company stakeholders to understand a product’s value. What are product metrics?

Metrics 269

Metrics Customer Lifetime Value User Experience Engagement 269

Intercom, Inc.

AUGUST 23, 2022

Shifting focus to customer retention can actually be twice as powerful as customer acquisition. While a 1% increase in acquisition might boost your bottom line by about 3% , a 1% decrease in churn can boost it by 7% ! But what role does customer support play in this effort to retain customers?

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

User Pilot

NOVEMBER 7, 2024

Free trial : No ClientSuccess specifically excels in customer journey tracking, mapping out the ideal path for customers to unlock value quickly. It enables proactive engagement by identifying critical touchpoints , allowing your support teams to build strong relationships and reduce customer churn. G2 rating : 4.8

Customer Success 105

Customer Success Enterprise Software Review Startup 105

FastSpring

NOVEMBER 2, 2023

1ClickPay, Trial Hopping Prevention, and Offers API are designed to boost your conversion rates and increase customer lifetime value. We are excited to share the release of three new groundbreaking features designed to turbocharge your subscription revenue!

Subscription 167

Subscription Payment Features Payment Methods Payment Solutions 167

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & One is your churn. SaaS businesses have churn. Two is the growth of your existing customers. Churn, think we’re all familiar with what churn is. Average revenue per customer.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

ChurnZero

APRIL 11, 2025

The right onboarding strategy means more than just getting a customer using your product. User adoption drives down user acquisition costs, stretches marketing resources, increases customer lifetime value, and brings flexibility to your teams product resource investments. 4: Are your metrics aligned with your goals?

Onboarding 86

Onboarding Strategy Technical Review Customer Lifetime Value 86

User Pilot

JUNE 28, 2023

Use customer satisfaction metrics, such as customer effort, NPS , and customer satisfaction score, to help measure customer experience ROI. Business growth metrics, such as customer retention rate , customer churn rate, and customer lifetime value , can be used to measure customer experience ROI.

Customer Lifetime Value 98

Customer Lifetime Value Software Review Scale Retention 98

User Pilot

NOVEMBER 6, 2023

TL;DR Customer growth is the expansion of a company’s customer base over time. Identify detractors and proactively reduce churn. Increase new customer acquisition by incentivizing existing customers to refer others. To calculate CLV , multiply the customer value by the average customer lifespan for your product.

Customer Lifetime Value 103

Customer Lifetime Value Retention Churn Acquisition 103

User Pilot

NOVEMBER 28, 2023

Represents the speed at which your customer base increases over a specific period. Customer acquisition cost. The total expense of bringing a new customer on board. Customer churn rate. Customer lifetime value. Customer activation rate. Churn rate formula. CAC formula.

SaaS Payments 105

SaaS Payments Metrics Customer Lifetime Value Marketing 105

User Pilot

JULY 22, 2023

Let’s dive in to find out and also discuss how you can improve both your customer acquisition cost and lifetime value. TL;DR Customer acquisition cost (CAC) is the money a business spends on acquiring new customers. To measure the LTV:CAC ratio, divide the lifetime value by the customer acquisition cost.

Acquisition 94

Acquisition Customer Lifetime Value Onboarding Retention 94

User Pilot

MARCH 9, 2025

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. These could include: Customer satisfaction: NPS, CSAT, CES. Retention: Churn rate, customer lifetime value.

SaaS 83

SaaS Social Media Interviewing Scale 83

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help.

Forecasting 52

Forecasting Customer Success Payments Data 52

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Developing strategies to reduce churn and increase customer lifetime value.

Retention 105

Retention Customer Lifetime Value Churn Outsourced Development 105

Blulogix

MARCH 18, 2025

Schedule a Demo Today The Hidden Costs of Subscription Billing Underutilized Subscriptions Customers pay for features they dont use, leading to dissatisfaction and increased churn. High Customer Churn Lock-in pricing frustrates users and leads to cancellations.

Subscription 59

Subscription Payment Features AI Search Customer Lifetime Value 59

User Pilot

OCTOBER 24, 2023

Tracking growth metrics helps uncover areas of improvement, provides deeper insights into retention and churn issues , and enables more informed decision-making and product development. These categories include revenue metrics, engagement metrics , and customer satisfaction metrics. Customer lifetime value (LTV) calculation.

Metrics 103

Metrics Customer Lifetime Value Churn Acquisition 103

User Pilot

MAY 2, 2024

It’s crucial for SaaS businesses because it drives revenue growth, increases customer lifetime value , reduces customer acquisition costs , and fosters positive word-of-mouth marketing. Customer feedback reveals areas for improvement and solutions to boost satisfaction. Retention metrics: Churn rate.

Retention 111

Retention Metrics Strategy Scale 111

Valuize Consulting

MARCH 16, 2025

Predictive Analytics for Proactive Engagement: AI can forecast customer behavior , allowing you to anticipate potential churn, identify upsell opportunities, and proactively address customer needs. Example: Use AI to identify which feature combinations correlate with higher customer retention or faster time-to-value.

Scale 52

Scale AI Customer Lifetime Value Technical Review 52

User Pilot

JULY 13, 2023

Conversion rate measures the percentage of users who take a desired action, such as converting from free trials to paying customers. Customer lifetime value (CLV) determines the total revenue a customer generates throughout the relationship. The formula of Customer Lifetime Value (CLV).

Metrics 98

Metrics Customer Lifetime Value Benchmarks Churn 98

User Pilot

DECEMBER 23, 2023

It also explores: The difference between retention and churn The importance of tracking retention Various stages of user retention How to measure it effectively What retention metrics to track, and Tried and tested strategies to increase user retention. Churn is the opposite of retention. It’s how many users abandon the product.

Retention 104

Retention Customer Lifetime Value Social Media Churn 104

User Pilot

JULY 22, 2024

Customer Effort Score (CES) assesses how easily customers can complete tasks within the product. To assess how well the product retains existing customers, calculate the customer retention rate. Customer churn rate is the percentage of customers who stop using the product within a given timeframe.

Engagement 103

Engagement Metrics Customer Lifetime Value Benchmarks 103

User Pilot

MARCH 14, 2024

You can use customer analytics to create targeted marketing campaigns, inform product development, and reduce churn , among other things. Benefits of analyzing customer data: Understand customer behavior patterns. Increase customer lifetime value. Customer retention analytics. Churn rate.

Customer Lifetime Value 105

Customer Lifetime Value SaaS Underperforming Technical Team Churn 105

User Pilot

DECEMBER 19, 2023

TL;DR As the name suggests, SaaS account management is the process of managing customer relationships. Strategic account management increases customer lifetime value , drives up referrals and revenue, and reduces customer churn. These steps help further integrate your product into customer lives.

SaaS Payments 103

SaaS Payments Management Customer Lifetime Value SaaS 103

User Pilot

NOVEMBER 27, 2023

Whether it’s addressing customer churn , refining marketing strategies, or adapting to market shifts, the ability to spot irregularities will empower your company to navigate several challenges. High churn can erode revenue gains. How to measure customer churn rate. How to calculate ARPU.

Payments 105

Payments Revenue Payment Features SaaS Payments 105