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

Kellblog

NOVEMBER 7, 2024

You should be called before the Marketing High Tribunal, convicted, and sentenced to 10 years of writing technical documentation. (I’d If I were writing a solutions piece on customer relationship management, I could talk about how cleaner data means better churn prediction means less churn means higher NRR.

Marketing 145

Marketing Business Finance Sales Hiring 145

SaaStr

MARCH 1, 2020

Not OK if you want to drive to industry-leading net negative churn. Can you show me your QBRs and other documentation you’ve built for customers? How do you know which ones can be grown, and which can’t? If they don’t know, account expansion isn’t their strength. Maybe OK if you need support-on-steroids.

Customer Success 325

Customer Success Sales Hiring Leadership Interviewing 325

Intercom, Inc.

JULY 17, 2019

Show your customers you care about their success by providing a well-managed knowledge base – one that solves problems, saves them time, and ultimately reduces the risk of churn. Knowledge bases reduce churn. Difficulty understanding how to use and find success with a product is a top reason for churn.

Management 245

Management Scale Churn Education 245

FastSpring

JUNE 9, 2025

By allowing customers to pause their subscriptions, businesses can retain them over the long term, improving customer lifetime value and reducing churn rates. Reduced Churn By providing an alternative to cancellations, businesses can significantly reduce churn rates. The Pause feature settings are outlined here in orange.

Merchant Services 78

Merchant Services Subscription Payment Features SaaS Payments 78

User Pilot

OCTOBER 10, 2024

When done well, it can be the difference between a user becoming a loyal customer or churning after the first week. The checklist and demo document provided afterward are helpful, but they aren’t fully aligned with the user’s stated preferences during onboarding.

Onboarding 105

Onboarding SaaS Software Communication 105

SaaStr

DECEMBER 14, 2020

But still, that’s 7x ARR for a market leader in document creation. If your net churn is negative, you have a superpower. But less than 7x ARR. Now, the combined company likely will pull off a great IPO soon and everyone will make a lot of money. Social news and media leader Meltwater IPO’d at a $1.4B

SaaS 352

SaaS Acquisition Cloud Finance 352

Clouded Judgement

JULY 16, 2024

A S-1 is a document companies file with the SEC in preparation for listing their shares on an exchange like the NYSE or NASDAQ. The document contains a plethora of information on the company including a general overview, up to date financials, risk factors to the business, cap table highlights and much more.

Benchmarks 295

Benchmarks Data Machine Learning Artificial Intelligence 295

SaaStr

JANUARY 17, 2023

For users, education might be product documentation for a developer, plus call-to-actions for education, speaking to a salesperson, or scheduling a demo. . If they’re showing up from a technical source, you can allow them to learn more and drop them into a developer hub where they’ll find product documentation and product education content.

Startup 297

Startup Sales Sales Funnel Education 297

User Pilot

MAY 10, 2022

The churn prevention strategies discussed in this article will help with your product engagement strategy. In addition, you’ll also learn how to calculate churn for your SaaS and see the three main reasons why SaaS customers stop interacting with your product and what you can do to prevent that. Churn explained.

Churn 98

Churn Strategy SaaS Engagement 98

Tom Tunguz

JUNE 18, 2019

While no living document like this is ever perfect, this is currently the best board-level summary of the overall health of a business I have found. Customer Success reviews the net dollar and logo retention, plus churns and expansions. Over the last decade or so, I’ve compiled a metrics sheet to summarise a SaaS business.

Metrics 250

Metrics Sales Recruiting Startup SaaS 250

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.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

Intercom, Inc.

MARCH 2, 2018

Minimum viable documentation. No matter what product you’re taking to market, chances are you’ll need some amount of documentation to support it. The benefits were clear – customers who attended were less likely to churn later. Don’t make polished product videos until you’ve written your core concepts down.

Marketing 218

Marketing Education Sales Hiring Startup 218

Tom Tunguz

AUGUST 4, 2024

When a user executes a search query within a generative AI search engine, the query, for example, “best carbonated beverage for health-conscious individuals,” is combined with relevant documents typically web pages. These are both passed to the AI model into the context window. Even if they aren’t invisible.

AI Search 218

AI Search Artificial Intelligence Generative AI Advertising 218

SaaStr

JANUARY 24, 2022

With early revenue, you start thinking about churn and scalability of every aspect of the business, including product, infrastructure, customer support, sales and marketing. And you probably have some kind of tool tracking churn, upgrades, and new revenue numbers. Or, “Why is your sales churn figure different than your marketing churn?”

Finance 332

Finance Outsourcing Services Systems Review Technical Review 332

User Pilot

JUNE 22, 2023

Wondering how to reduce churn rate and increase retention? While customer churn is a grave concern, retention is what can help you tackle it and make your product successful. So, efforts to simultaneously reduce churn rate and increase retention are the formula to your product’s success. What is customer churn?

Churn 98

Churn Retention Onboarding Engagement 98

SaaStr

AUGUST 13, 2021

Go search EDGAR and find the SEC documents of comps. Know and Share Your Churn and NRR. Hiring churn doesn’t help. It matters you’ve thought it through and understand what it will take to get there. And make sure the model builds properly, and intelligently, to that $100m+ number above. Don’t have comps?

Scale 293

Scale Sales Hiring Venture Capital Headcount 293

SaaStr

APRIL 2, 2023

I wrote up a document of what I expect from our leaders, in extreme detail. You have a small base, so churn isn’t a factor. Meanwhile, even with a fixed Gross Retention Rate, your base grows, so your churn dollars grow year after year. And the customers that bought too quickly ended up churning. And guess what?

Sales Hiring 329

Sales Hiring Scale Customer Success Scaling 329

Clouded Judgement

AUGUST 25, 2023

A S-1 is a document companies file with the SEC in preparation for listing their shares on an exchange like the NYSE or NASDAQ. The document contains a plethora of information on the company including a general overview, up to date financials, risk factors to the business, cap table highlights and much more.

Benchmarks 246

Benchmarks Artificial Intelligence Data Software Review 246

SaaStr

JULY 11, 2024

Customers churn if implementation isn’t good. Force it to be documented with senior leadership so you can surface issues and measure them. Venture is a sale and hustle business. You have to build a network of feeders, and build relationships with people who are one stage earlier. What Should Happen After You Close a Deal?

Sales Hiring 285

Sales Hiring Scale Marketing Interviewing 285

Chart Mogul

JUNE 16, 2025

” or “Show me our customer churn rate for Q1 2025 compared to Q4 2024” to understand trends and adjust your strategy accordingly. Discover things like “Which pricing plans have the highest churn rates?” Find the documentation directly here in our Developer Hub. We want to hear from you!

Data 59

Data Revenue Customer Lifetime Value AI 59

FastSpring

NOVEMBER 2, 2023

Take a look at our documentation. Subscription Reporting Designed to help you understand the ins and outs of subscriptions across your business, subscription reporting provides insight into MRR, Active Users, Trial Status, Churn Rates, and much more. Here’s our documentation. Want to implement Offers API? Interested?

Subscription 167

Subscription Payment Features Payment Methods Payment Solutions 167

Intercom, Inc.

APRIL 14, 2020

During a crisis like COVID-19, your business is likely making rapid decisions that will affect how your support team communicates with your customers, like how you’re: Helping customers who are on the verge of churning. Or supporting customers who are facing financial difficulties.

Scale 223

Scale Leadership Customer Support Healthcare 223

SaaStr

FEBRUARY 10, 2022

There’s no longer a whole market churning through this tidal wave of partially-baked technologies that are looking for some semblance of competitive advantage. In many ways, this is a consequence of the open-source ecosystem, in which the tooling can feel slightly immature, and the documentation is often light (at best).

Cloud 245

Cloud Venture Capital Social Media Technology 245

Intercom, Inc.

JULY 14, 2020

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue. Make your help documentation clear (and in your customers’ words), easy to find and navigate, and sticky so customers know exactly where to look. Self-orientation (your motives): “My CSM cares about my success with the product.”.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

Intercom, Inc.

MAY 26, 2022

Be sure to continuously use your FCR data to revisit training and equip your team with the internal documentation and resources they need to best support your customer base. That leads to lower customer satisfaction and net promoter scores , not to mention the dreaded customer churn. .

Customer Support 210

Customer Support Metrics Churn Communication 210

SaaStr

DECEMBER 5, 2022

Feedback collection is the focus here to prevent future churn. Some customer churn is unavoidable. Documentation is one of startup experts’ most common pieces of advice, but only 22% of VC-backed companies use an internal documentation system. Lever #4: The nostalgia effect.

Payments 130

Payments SaaS Payments Payment Solutions Venture Capital 130

Intercom, Inc.

JUNE 11, 2018

They bring together critical information about your customer, your competitors and your strategy to nurture existing business in a simple document to ensure each customer is set up for success. It will guide your sales team towards growth opportunities, flag churn risks and defend against potential attacks from your competitors.

Sales 201

Sales Acquisition Retention Consulting 201

SaaStr

FEBRUARY 9, 2024

There’s a lot more data and users to keep track of than when you’re using just a sales-led model, and because y ou don’t have a salesperson involved, no one is catching the user if they’re stuck or about to churn out. This is where you know the user buyer paths and document micro steps.

Scale 317

Scale Sales Hiring Sales Marketing 317

FastSpring

MAY 20, 2024

Prepare for renewals with value adds to reduce churn. And so we connected with FastSpring, explained our scenario, they helped us with the documentation and helped us work through some edge cases, and then we were able to wire it up through already deployed FastSpring infrastructure on our end.” Correspondence automation.

SaaS Payments 158

SaaS Payments Payments Merchant Services Payment Solutions 158

Intercom, Inc.

NOVEMBER 21, 2019

Thanks to granular tactics like researching the voice of the customer, Tara and her team have developed a rich data set based on documented experiences and a true understanding of their customers’ pain points. Ultimately, that leads to churn. ” She adds: “We actually don’t use the term ‘churn’ anymore.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

FastSpring

SEPTEMBER 26, 2023

Trial Conversions or Cancellations Over Time Understand exactly how each type of trial performs over time, and measure against other data — such as new product launches, promotions, regions, and more — to see why your users are converting or churning and make changes accordingly. Take a look at our product documentation for more details.

Merchant Services 150

Merchant Services Payment Methods Payment Solutions Payments 150

Intercom, Inc.

MAY 10, 2018

This creates an acquisition treadmill with built-in natural churn. Rather than spending years working on a social graph, there’s an interesting workplace graph based on all the people you’re working on projects with and documents you’re editing together. So, referrals actually bring slightly lower quality riders.

Acquisition 224

Acquisition Marketplace as a Service Retention Startup 224

Stax

MAY 23, 2025

A modern, well-documented API and SDKs across languages will make it faster to build and maintain your integration. Key things to assess include: RESTful APIs and sandbox environments Clear, up-to-date documentation Responsive technical support Look for a provider that sees developers as partners, not an afterthought.

Payments 88

Payments Payment Services Merchant Services SaaS Payments 88

SaaStr

MAY 12, 2023

It didn’t — we get barely any sales, and those we got were low-dollar and high-churn. It made sense: Other hosting companies were successful at it, as were other WordPress companies, so it should work for us. We declared it a failure and moved on. And we were right. I said it didn’t work, we already tried it.

Engineering 292

Engineering Sales Hiring Interviewing Scale 292

Intercom, Inc.

OCTOBER 22, 2019

What behaviors do you see in customers who churn? For example, link to further documentation or how to get in touch with you. For example, if your customers have used your project feature for the third time, you could introduce them to your best practices on how to make a project schedule and how to organize their documents and files.

Onboarding 200

Onboarding Churn Mobile Retention 200

Intercom, Inc.

SEPTEMBER 2, 2020

Zapier’s VP of Customer Support & Success Pam Dodrill says her teams are doing this by looking at long-term usage: After all, what good is a single positive interaction if the customer runs into another issue and churns two days later?

Metrics 190

Metrics Scale Retention Churn 190