Intercom, Inc.

OCTOBER 5, 2018

Customer retention is the silent killer of SaaS businesses today. What is customer retention? Customer retention is the rate at which your business can keep its paying customers over a given period of time. Customer retention is the rate at which your business can keep its paying customers over a given period of time.

Churn 199

Churn Retention Strategy Education 199

Chargebee

FEBRUARY 29, 2024

Customer churn can play a big role in the success of your company, especially if you’re just starting out. Learn about the churn benchmarks to monitor.

Benchmarks 52

Benchmarks Churn Retention 52

SaaStr

NOVEMBER 21, 2020

At least 100% net negative churn (i.e., upsell/account growth + renewals – churn) for very small businesses. 119% net revenue retention. Asana, 130% net revenue retention. Fastly, 130% net revenue retention. PagerDuty, 139% net revenue retention. Zoom, 140% net revenue retention.

Retention 324

Retention SMB SaaS Enterprise 324

Intercom, Inc.

MARCH 20, 2018

Today, we’re launching The Customer Retention Starter Kit to help. Retention is the foundation of growth for any company. In short, retention is pretty damn important. In the world of SaaS, Intercom have helped thousands of companies avoid the heartache of churn. So where do you start? So, what’s inside?

Churn 174

Churn Retention Strategy Customer Lifetime Value 174

User Pilot

APRIL 22, 2024

In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development. Use progressive disclosure to avoid overwhelming users.

Customer Success 84

Customer Success Retention Software Review Customer Lifetime Value 84

SaaStr

JULY 26, 2022

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 349

SMB Churn Payment Services SaaS 349

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 is expensive.

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 94

Churn Payments SaaS Payments Payment Solutions 94

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?

Churn 89

Churn Retention Underperforming Technical Team Technical Review 89

Chargebee

NOVEMBER 21, 2023

That’s why today, we are excited to unveil Starter Churn Insights – our latest offering designed to empower startups with actionable customer retention insights, wherever they are on their growth journey. In the dynamic world of startups, understanding your customers’ behavior is not just beneficial — it’s imperative.

Churn 52

Churn Retention Startup Scaling 52

Baremetrics

MARCH 23, 2021

Cohort retention analysis is a strategy aimed at improving retention and reducing customer attrition. Analyzing user behavior within a cohort is the starting point of a strategy to reduce churn. Customer retention is essential for the long-term stability of any SaaS company. What is Cohort Analysis? Try Baremetrics Free.

Churn 98

Churn Retention Data Analysis Acquisition 98

User Pilot

JUNE 19, 2023

What is cohort retention analysis? How do you leverage it to reduce churn and improve your retention rates ? TL;DR Cohort retention analysis tracks how distinct groups of users engage with the product over a period of time. What is cohort retention analysis? Cohort retention analysis heatmap.

Retention 94

Retention Social Media Customer Lifetime Value Acquisition 94

Intercom, Inc.

AUGUST 23, 2022

Customer retention has never been more critical to business success than it is today. 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% !

Customer Support 211

Customer Support Retention Headcount Customer Lifetime Value 211

User Pilot

NOVEMBER 29, 2023

Tired of the increasing customer churn rate? Looks like it’s time to call in a retention specialist. A dynamic retention specialist will implement proactive strategies to improve the customer experience and increase loyalty, thus improving customer retention. Measuring KPIs to gauge the success of retention efforts.

Retention 102

Retention Customer Lifetime Value Churn Outsourced Development 102

Chargebee

NOVEMBER 23, 2023

High customer churn rates can be a major challenge for businesses, causing unexpected drops in revenue and decreased profitability. Worse still, many companies struggle to identify the root cause of churn and find effective ways to reduce it. Cohort analysis is the process of identifying […]

Churn 52

Churn Retention Strategy Revenue 52

Chargebee

SEPTEMBER 8, 2023

Churn and retention rates might look like two sides of the same coin, but they measure two different aspects of your customer journeys and apply them to other teams. A higher churn rate means more disgruntled customers and, therefore, consistent customer loss for your business over time. On the […]

Churn 76

Churn Retention Revenue Customer Support 76

User Pilot

AUGUST 9, 2023

Wondering how to calculate customer retention rate and why? It’s important to measure the customer retention rate to see how well your product retains customers and to monitor any changes to try and improve it. TL;DR Customer retention rate measures the percentage of customers a company keeps over a specific timeframe.

Retention 98

Retention Customer Lifetime Value Churn Metrics 98

User Pilot

DECEMBER 23, 2023

New user retention is essential for product success. 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.

Retention 96

Retention Customer Lifetime Value Social Media Churn 96

User Pilot

APRIL 11, 2023

Understanding the average customer retention rate for your industry is critical to determining the health of your business. It tells you whether your customer retention rate is too low or just good enough. If customers are the lifeblood of any business, then customer retention is the glue that holds it all together.

Retention 98

Retention Automotive SaaS Customer Lifetime Value 98

User Pilot

NOVEMBER 28, 2022

Churn is the enemy of product growth. A churned user means lost future revenue and a waste of the resources it took to acquire them. How do you lower your churn rate and make sure all your users stick around? In this article, we’ll show you: What customer churn is and why it matters. Let’s get started.

Churn 97

Churn Software Review SaaS User Experience 97

Baremetrics

MARCH 15, 2021

Why is churn modeling so important in this day and age? Everyone knows customer retention is good. Fortunately, you can create a churn model and plan how you're going to cope with these drop out rates. We've also got an excellent article on how to model the relationship between your price and the churn rates.

Churn 96

Churn Retention Education Forecasting 96

User Pilot

MAY 29, 2023

Have you ever come across a retention table and wondered what it all means? Cracking the retention table will provide invaluable insights into user behavior and retention. So, if you want to boost your customer retention , you should know how to interpret and analyze the retention table. What is a retention table?

Retention 91

Retention Trends Engagement Churn 91

User Pilot

NOVEMBER 24, 2023

Which one is better, customer acquisition vs retention? This article will examine customer acquisition and retention and determine which one you should focus on. Customer retention keeps existing customers interested and engaged to ensure their ongoing loyalty and repeat business. Your customer churn rate is low.

Acquisition 101

Acquisition Retention Customer Lifetime Value Churn 101

Kellblog

SEPTEMBER 2, 2020

I just finished delivering my presentation at SaaStr Annual 2020, dubbed Churn Is Dead, Long Live Net Dollar Retention. While the session is title is perhaps dramatized, if churn isn’t dead I think it’s at least wounded because there are too many ways to calculate it — and the downstream metrics based on it.

Churn 139

Churn Retention Metrics SaaS 139

SaaStr

AUGUST 25, 2020

Q: What is more important, getting new customers or customer retention? It’s a trick question, of course — the crazy high net negative churn of top SaaS companies means that of course retention matters more than new customers. And yet … there’s no point in doing customer retention if you don’t have enough customers. ??.

Retention 281

Retention Scaling Churn Engineering 281

User Pilot

AUGUST 16, 2023

Without retaining users , you’re throwing away money and resources spent acquiring customers that’s why having a retention playbook is helpful. A user retention playbook will keep your customers happy and continue using your product for longer. Book a demo now if you want to improve retention in your company and increase revenue.

Retention 98

Retention Social Media Customer Lifetime Value Churn 98

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.

Churn 145

Churn Retention Revenue Finance 145

Intercom, Inc.

FEBRUARY 11, 2020

A retention campaign that paints a commercial relationship as a personal one will always be awkward at best and at worst will create ill will. Here’s three better ways to create retention campaigns that feel genuine and actually work: Focus on how your product helps. Identify and solve the problems that caused churn.

Retention 282

Retention Sales Hiring Churn Onboarding 282

SaaStr

FEBRUARY 17, 2023

While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. They discuss how Fox helped build a churn-fighting, upselling, and cross-selling machine that continues to generate revenue.

Retention 200

Retention Revenue Startup Sales Hiring 200

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. What is customer churn?

Churn 94

Churn SaaS Payments Payment Solutions Payments 94

Chargebee

SEPTEMBER 8, 2023

Churn and retention rates might look like two sides of the same coin, but they measure two different aspects of your customer journeys and apply them to other teams. A higher churn rate means more disgruntled customers and, therefore, consistent customer loss for your business over time. On the […]

Churn 52

Churn Retention Revenue Customer Support 52

Chargebee

MARCH 18, 2024

While a churn rate, or the percentage of customers who stop using your product or service, may be inevitable in business there are ways to reduce the risk to your bottom line. We will explore different churn management strategies you can implement to help minimize the risk […]

Churn 52

Churn Management Retention Branding 52

User Pilot

JULY 31, 2023

Looking to power up your retention marketing strategy? This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue. This article will show you practical strategies to crack the customer retention code and maintain sustainable recurring revenue.

Retention 97

Retention Strategy Marketing SaaS 97

User Pilot

MAY 5, 2022

Churn analytics helps you detect your product friction points and understand why users stop using the tool. This is crucial if you want to know how healthy your SaaS product is and what should be improved to increase customer retention and lower the churn rate. A churn rate over 10 % indicates trouble. Let’s begin!

Churn 98

Churn Retention Subscription Payment Features 98

User Pilot

JULY 27, 2023

Are you a results-driven product manager looking for the best product retention strategies for SaaS growth? In this article, we’re going to do a deep dive into a whopping 16 different strategies you can draw from to boost customer retention and increase loyalty. Identifying early signs of churn with analytics and acting fast.

Retention 89

Retention Strategy Management Churn 89

Chart Mogul

JUNE 1, 2023

Companies with best-in-class retention grew at least 1.8x In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90