Gain Grow Retain

Churn Benchmarks

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Are your churn benchmarks telling you what you think they are?

Jay Nathan takes a look at the Churn benchmarks for SaaS leaders by Greg Daines, CEO of ChurnRX and some of the results might surprise you!

Jay shares some key takeaways for 5 of the 10 benchmarks reviewed in the report.

  1. CSAT - no statistical correlation between customer reported satisfaction and customer lifespan.
  • Customer Results - is your customer achieving measurable results and is your CS team including this in conversations?
  • Negative Experiences - customer with high number of tickets are not the customers to worry about.
  • Account Down Sell - These customers are not likely to churn.
  • Annual Billing - an important area to move into to increase ARR.

    • As you listen to this podcast to unpack each of these statements, did any of these surprise you, and are you tracking the right churn benchmarks?

    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.

    We're on a mission to connect B2B SaaS customer success leaders so that we can learn from one another. Check out more at GainGrowRetain.com! Or follow our GGR LinkedIn page.

    GGR was co-founded by Jeff Breunsbach and Jay Nathan - be sure to follow for customer success content.

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