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You Can’t Analyze Churn by Analyzing Churn
One thing that amazes me is when I hear people talk about how they analyze churn in a cloud, software as a service (SaaS), or other recurring revenue business. You hear things like: “17% of our churn...
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Survivor Bias in Churn Calculations: Say It’s Not So!
I was chatting with a fellow SaaS executive the other day and the conversation turned to churn and renewal rates. I asked how he calculated them and he said: Well, we take every customer who was also...
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A Fresh Look at How to Measure SaaS Churn Rates
[Editor’s note: revised 3/27/17 with changes to some definitions.] It’s been nearly three years since my original post on calculating SaaS renewal rates and I’ve learned a lot and seen a lot of new...
View ArticleStopping Inception Churn: The Prospective Customer Success Review
I think for many sales-aggressive enterprise SaaS startups, a fair amount of churn actually happens at inception. For example, back in 2013, shortly after I joined Host Analytics, I discovered that...
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SaaStr 2020 Session Preview: Churn is Dead, Long Live Net Dollar Retention!
Reunited with old friend Tracy Eiler on the speaker page The SaaStr Annual conference was delayed this year, but Jason & crew know that the show must go on. So this year’s event has been...
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