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 […]
SaaS Churn Best Practices
Read, listen and watch SaaS churn best practices for founders and leaders of growing technology companies. Join SaaS co-founders and operators Justin and Anna Talerico for capital-efficient sales, marketing, customer success, culture and liquidity guidance.
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 […]
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 […]
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.