Churn is inevitable if you’re in the SaaS business. The extent to which you can control the churn is what matters. It makes sense because controlling churn fuels growth in any SaaS firm.
To reduce your risk of making a costly wrong decision that will increase the likelihood of a negative impact on customers, you need deep formal feedback systems.
Implementation: The Biggest Source of Churn You Are Likely Overlooking by Emilia D’Anzica, Customer Success Strategist, and David Lahey, Advisor, Growth Molecules. We simplify Customer Success. The science of retention is something that perplexes the best of customer success mavericks. It’s an endless chain – and you might be losing customers faster than you’re acquiring …
Before you build a renewals program, you need to ask the right questions.