• 3. We’ll cover... 1 The Basics of Churn 2 Your Only Strategy to Truly Fix Churn 3 Tactics and Hacks to Reduce Churn
• 4. The Basics of Churn
• 5. What is churn? The number of customers who cancel within a given time period.
• 6. The Churn Formula % customer churn = # of customers who churned total # of customers forentrepreneurs.com/saas-metrics-2-definitions
• 7. You’re in for the long haul.
• 8. If you don’t keep customers around... You’ll never survive because customers will never become profitable.
• 9. Standard time to recover acquisition cost? 12 Months
• 10. Standard time to reach profitability? Up to 24 Months
• 11. So what’s our churn goal?
• 12. 10% monthly churn and above... You haven’t found product/market fit yet. Your customers do not like your product.
• 13. Results of the Pacific Crest Survey Median Annual Churn = 9% Median Monthly Churn = 0.72% forentrepreneurs.com/2013-saas-survey
• 14. Who responded to the survey? Larger SaaS companies with a median contract value of $20,000. forentrepreneurs.com/2013-saas-survey
• 15. If you’re targeting SMBs: Annual Churn = 15% Monthly Churn = 1.17%
• 16. The Bottom Line on Monthly Churn 1 Over 10% = New Product or Market 2 2-10% = Major Problem 3 1-2% = Doable 4 Under 1% = On Track
• 17. Your Only Strategy to Truly Fix Churn
• 18. Here’s the bad news... The only way to fix churn entirely is to improve your product.
• 19. You need to talk to your customers.
• 20. Talk to two types of customers: 1 Customers that have never churned. 2 Customers that churned in the last month.
• 21. Look for key differences between the two groups
• 22. Specific items to look for: 1 Are they different customer types? 2 How do they use the product? 3 How do they describe the product? 4 Do they get continuous value?
• 23. Start nudging people in the right direction.
• 24. You’ll need to find your own path.
• 25. Other items to look for: 1 Is your app stable? 2 Does it provide value quickly enough? 3 Slow support? 4 Better alternatives?
• 26. Tactics and Hacks to Reduce Churn
• 27. The Hacks 1 Ask People Why They Cancel 2 Push Annual Billing 3 Expired Credit Cards 4 Call At-Risk Customers 5 Go for the Upsell for Negative Churn
• 28. 1. Ask People Why They Cancel
• 29. 2. Push Annual Billing
• 30. Send emails for your annual dicscounts.
• 31. 3. Expired Credit Cards Inform customers their credit card is going to expire two weeks before it does.
• 32. 4. Call At-Risk Customers Alert your support team when customers become inactive, then reach out.
• 33. 5. Go for the Upsell When a current customer upgrades their plan.
• 34. Common upsells: 1 Exclusive features 2 Expanding seats 3 Increased usage 4 Better support
• 35. What’s negative churn? Increase in revenue from upsells exceeds revenue lost from churned customers.
• 36. Low churn + great upsells = negative churn
22. Specific items to look for:
1
Are they different customer types?
2
How do they use the product?
3
How do they describe the product?
4
Do they get continuous value?
27. The Hacks
1
Ask People Why They Cancel
2
Push Annual Billing
3
Expired Credit Cards
4
Call At-Risk Customers
5
Go for the Upsell for Negative Churn
30. Send emails for your annual dicscounts.
1 month after a monthly user
subscribes, send an email with a
link to get your annual discount.
*Patrick McKenzie gets credit for this one
31. 3. Expired Credit Cards
Inform customers their credit card
is going to expire two weeks before
it does.
*Another tip from Patrick McKenzie
32. 4. Call At-Risk Customers
Alert your support team when
customers become inactive, then
reach out.
33. 5. Go for the Upsell
When a current customer upgrades
their plan.