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Top Two Reasons for Churn

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:

  1. Failure to successfully onboard the customer
  2. Loss of the champion who drove

2016 SaaS Survey Infographic

The forEntrepreneurs 2016 SaaS Survey Infographic highlights key metrics from this year’s SaaS Survey and includes links to advice and insights on improving these metrics.

You can find the full 2016 SaaS survey results here: Part 1 covers growth rates, …

Demystifying Churn: Measuring and Benchmarking this Metric

As every SaaS entrepreneur knows, churn is one of the single most important metrics in determining the day to day health of the business. Acquiring new customers is time and capital intensive, and this growth is meaningless if those customers …

Managing Customer Success to Reduce Churn

The health of a SaaS business is directly tied to its ability to retain its customers and prevent churn. To do this, they have to ensure that their customers are happy. That means making sure they get the promised business …

Unlocking the Path to Negative Churn

Summary: Illustrates graphically why churn is a huge problem as a SaaS company gets larger. It also looks at a very surprising factor that can massively accelerate SaaS growth: negative churn. (This article  is applicable to any recurring revenue …

2013 Pacific Crest SaaS Survey

We worked together with Pacific Crest, an investment banking firm with a specific focus on SaaS, to survey 155 SaaS companies on a variety of topics such as growth rates, CAC (cost to acquire a customer), gross margins, churn …