Don’t throw in the towel too early when a customer wants to cancel. Every good customer is worth an all-out effort to save their business. Here’s how.
Retention
Active SaaS, Passive SaaS, Value and Churn
Active SaaS Product Strategy Proves Value We’ve all subscribed to passive SaaS products that may be cool, but never become indispensable. It’s likely you’ve also used at least one active SaaS product that goes out of its way to shove its value in your face. And if that active SaaS was actually valuable, then it’s […]
Video: One Way to Reduce SaaS Customer Churn? Manage Buyer Expectations.
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.
Why the Dirtiest Word in SaaS Might Not Be So Dirty
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 […]
Burn Rate Shouldn’t Be Churn Rate
I write and talk a lot about capital efficiency. Some may consider that a bootstrap bias, but it’s really not. A SaaS company’s capital must be used wisely to maximize growth — regardless of its source or quantity. If the revenue churn rate is too close to the capital burn rate, you’ve got a problem to […]
High SaaS Employee Turnover? It’s You, Not Them.
I know it sounds harsh, but when you have a SaaS company with high turnover, it’s much more likely to be the company’s fault than the employees’. Sorry, but millennial tales of woe notwithstanding, people stay where they love to be. SaaS employee turnover is far more costly — in hard expense and lost growth […]
How to Bring a SaaS Customer Back From the Brink of Cancellation
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 […]
How To Score the Health of Your Customer Base
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.
10 Ways to Reduce Customer Churn Even When You Can’t Change Your Product
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.
Video: 10 Ways to Reduce Churn, Even When You Can’t Change Your Product.
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.
