SaaStr

FEBRUARY 20, 2024

So lately I’ve listened to a few calls from churned customers from portfolio companies. Get on the phone with all your churned customers, if you can. Image from here ) The post When a Struggling Customer Churns, You Learn How Important You Are appeared first on SaaStr. How much of a vitamin vs. a painkiller are you?

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SaaStr

MAY 23, 2024

Should I just mark them as churned? Should I Count Them as Churned? Dear SaaStr: A big customer payed for a year but doesn’t use the product. Instead, what you should try to do is renew them, especially in the enterprise. Many of them never used the product at all in Year 1. appeared first on SaaStr.

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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.

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SaaStr

JANUARY 4, 2023

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.

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SaaStr

AUGUST 6, 2023

As a VP of sales at early stage SaaS companies, what’s your best advice for reducing churn rate? A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Far fewer customers churn if you visit them in person.

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Chart Mogul

NOVEMBER 13, 2024

Tracking churn is crucial in SaaS, but deciding when to recognize customers as churned can be tricky. Deciding when to classify a customer as “churned” isn’t always straightforward. Exactly when churn is recognized is often different between SaaS companies. Recognize churn at the end of the paid subscription period.

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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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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.

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SaaStr

MARCH 17, 2021

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.

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Cobloom

NOVEMBER 12, 2024

This is where churn analysis becomes invaluable. While attracting and converting new customers is usually the most exciting part of doing business, keeping existing ones delivers consistent revenue and fosters brand loyalty.

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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.

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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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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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FastSpring

MARCH 10, 2022

The FastSpring product team is happy to announce the release of Paused Subscriptions , a new built-in feature to help you lower churn: This new feature enables customers to pause active subscriptions and temporarily disable billing and services. Here’s how it works: Lower churn by pausing subscriptions.

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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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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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User Pilot

SEPTEMBER 26, 2024

When they faced challenges with customer churn , they turned to Userpilot. The company faced a month-on-month churn rate of 3%. Results : By leveraging NPS surveys , Unolo was able to reduce its churn rate by 0.5% Reducing customer churn was one. Their month-on-month churn rate of 3% was too high. Book a demo!

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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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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.

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Churn Software Review SaaS User Experience 86

SaaS Metrics

SEPTEMBER 16, 2024

In understanding churn rate, discover how this crucial SaaS metric can transform your customer engagement strategy—are you ready to unlock its potential? The post Understanding Churn Rate: A SaaS Metric Essential first appeared on SaaS Metrics.

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Baremetrics

MAY 31, 2024

If recurring revenue is a rainbow leading to a pot of gold, then churn is the dirty leprechaun trying to keep it all from you. I’ve written before about how to reduce churn in SaaS, so I won’t rehash that here. But what I want to talk about is how we, in the past few months, reduced churn by nearly 70%.

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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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SaaS Metrics

SEPTEMBER 11, 2024

Learn proven strategies to measure and reduce SaaS customer churn, and discover the hidden factors that can transform your retention rates. The post How to Measure and Reduce SaaS Customer Churn first appeared on SaaS Metrics.

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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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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. What is churn analytics?

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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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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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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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Inturact

AUGUST 14, 2024

When it comes to churn rates in the SaaS world, the answer isn't always clear-cut. A startup founder jumps for joy as her SaaS product hits 1,000 users. A month later, she's pulling her hair out—50 customers have left. Is this normal? Disastrous? Or perhaps even good?

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SaaStr

FEBRUARY 28, 2023

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.

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