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:
- Failure to successfully onboard the customer
- 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 …
Measure Customer Engagement: Increase Conversion and Lower Churn
The goal of a SaaS CEO should be to increase the profit they make from each customer (LTV), and lower the costs in sales and marketing that it takes to acquire each customer (CAC). Measuring Customer Engagement is a key …
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 …
SaaS Metrics – A Guide to Measuring and Improving What Matters
This blog post looks at the high level goals of a SaaS business and drills down layer by layer to expose the key metrics that will help drive success. Metrics for metric’s sake are not very useful. Instead the goal …
