Too often salespeople glaze over important concepts during the sales process that leads to missed expectations during SaaS onboarding and product adoption. Managing buyer expectations can be the first key to increasing SaaS customer churn.
Some SaaS companies start by selling to the SMB market and evolve to sell to the enterprise at some point. Often this move is a planned strategy. And other times, it’s more accidental. Enterprise customers actually lead you there. You’re targeting small and mid-sized businesses and suddenly you notice that you have some Fortune 1,000 […]
Yes, it’s the other “s” word — services. SaaS services are frowned upon by many institutional folks and usually valued far lower than subscription revenue. Even recurring services revenue finds itself way down the valuation curve. In some cases, this disdain for services may be warranted. In others, it’s misplaced. The irony is that the […]
Can you win back a churned SaaS customer? If they fit your ideal customer profile and had a real business need for your product, then YES. You can absolutely win back a churned customer. In fact, you should always be thinking about how to win back a churned customer. SaaS is a fickle game. And […]
Obviously, you don’t want customers to ever get to the brink of cancellation. I’ll dive into the ways to avoid that in another article. This is what you need to do when you are faced with a customer who is about to cancel, or—even worse—has already canceled. My mantra when it comes to customer cancellations […]
For a SaaS company, customer retention is everything. Externally, the entire market value of your company rests on your ability to retain your customers. And internally, churning through customers is a slow downward spiral of exhaustion, which indicates something is wrong with your product, onboarding/support resources or market fit.
Transcript: Customer churn sucks but doesn’t have to suck the life out of your SaaS business. Hi, I’m Justin Talerico with Married2Growth and this is my perspective on my number one indicator of SaaS capital efficiency—customer churn. Unlike revenue churn, customer churn is binary. They’re either a customer or they’re not. And when they’re not, […]
Revenue churn is a huge indicator of growth potential. That’s because, even when companies have significant customer churn, they can overcome it with expansion revenue. When you have that, combined with success in new customer acquisition, you have a growth machine that will be hard to slow down. It’s a recipe for success.
SaaS businesses grow at the intersection of customer acquisition and lifetime value. When customers churn they cut short lifetime value and upend the fundamental driver of healthy growth
While you may not be able overcome fundamental problems with your product or your go-to-market, the good news is there are actually really effective things you can do to help increase customer retention that aren’t going to come at a high cost.