How long until their next extension?
Posted: Wed Jan 29, 2025 5:57 am
How long have they been our clients?
What is their current contract value?
What is the history of their account?
Operations
Polls
Using the product
Is it possible to set and view multiple health indicators?
Have they interacted with us recently?
Don't become a leaky sieve
When in the growth stage, most SaaS companies focus on customer acquisition—getting as many customers as possible to gain traction. But without an effective retention strategy, you’re a sieve—no matter how many new customers you bring in, if they don’t stick around, you won’t be able to grow. Or worse, you won’t even be able to stay afloat.
So what is churn, exactly? It’s a metric that measures how much business you’ve lost, and that loss can be attributed to:
Customer Churn – how many customers you have lost over a given period.
Or revenue (revenue churn) - how much money you lost not only because customers left, but also because the remaining customers downgraded their subscriptions.
Based on these 2 types of losses, churn saudi arabia mobile database can be classified in several ways:
Customer Churn and Revenue Churn
Voluntary (customers voluntarily decide to leave you) and forced customer churn (customers don't know they left, e.g. renewal payment may not be made)
Negative Churn (this only refers to revenue churn, and is the ideal situation where the revenue generated from upselling and cross-selling existing customers exceeds the revenue lost due to other customers leaving).
To combat customer churn, you must first determine your current churn rate, and this can be quite difficult because during any given period, you have customers who were with you before, as well as new customers you have acquired.
Because of this, there is no one-size-fits-all approach to calculating churn rate.
In fact, retention metrics have become so complex that, according to Profitwell, by some counts there were 43 different ways public SaaS companies were tracking the metric.
Once you know how many customers are leaving you and why, it’s time to fix things. Depending on the reason for the churn, there are several strategies you can use:
What is their current contract value?
What is the history of their account?
Operations
Polls
Using the product
Is it possible to set and view multiple health indicators?
Have they interacted with us recently?
Don't become a leaky sieve
When in the growth stage, most SaaS companies focus on customer acquisition—getting as many customers as possible to gain traction. But without an effective retention strategy, you’re a sieve—no matter how many new customers you bring in, if they don’t stick around, you won’t be able to grow. Or worse, you won’t even be able to stay afloat.
So what is churn, exactly? It’s a metric that measures how much business you’ve lost, and that loss can be attributed to:
Customer Churn – how many customers you have lost over a given period.
Or revenue (revenue churn) - how much money you lost not only because customers left, but also because the remaining customers downgraded their subscriptions.
Based on these 2 types of losses, churn saudi arabia mobile database can be classified in several ways:
Customer Churn and Revenue Churn
Voluntary (customers voluntarily decide to leave you) and forced customer churn (customers don't know they left, e.g. renewal payment may not be made)
Negative Churn (this only refers to revenue churn, and is the ideal situation where the revenue generated from upselling and cross-selling existing customers exceeds the revenue lost due to other customers leaving).
To combat customer churn, you must first determine your current churn rate, and this can be quite difficult because during any given period, you have customers who were with you before, as well as new customers you have acquired.
Because of this, there is no one-size-fits-all approach to calculating churn rate.
In fact, retention metrics have become so complex that, according to Profitwell, by some counts there were 43 different ways public SaaS companies were tracking the metric.
Once you know how many customers are leaving you and why, it’s time to fix things. Depending on the reason for the churn, there are several strategies you can use: