Gain Grow Retain

10 Customer Churn Benchmarks for SaaS Leaders

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This week, Greg Daines, CEO of ChurnRX joins Jay and Jeff to talk about churn benchmarks. Some key highlights:

  • no statistical alignment between whether satisfied customers stay (CSAT)
  • inertia is real - make sure you aren't giving your customers a reason to leave
  • story telling the history of your relationship is a good thing
  • measurable results is one of the largest factors in longer retention
  • make sure your customers are measuring results
  • bridge the gap here, especially if results measuring is difficult
  • focus on helping your customers utilize your product effectively
  • Ask good questions as you set up measurement goals

    • What benchmarks are you seeing as vital towards predicting potential churn?

    Connect with Greg

    ChurnRX

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    Gain Grow Retain exists to connect people, knowledge, and ideas to advance the state of customer success.

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