Want to improve retention? Charge for onboarding, not for the revenue but because customers won’t take it seriously unless you do. When customers take it seriously, they change their behavior to take advantage of your solution and get better results. Results→Retention

Where will the pendulum stop for CS? Join @dainesgreg (@ChurnRx), @BodhanShanta (@ArborXR) and Seth Johnson (@LearnUpon) as they discuss how CS leaders can demonstrate their value throughout the business. Register now ⏩ https://t.co/aplLGNGmNp

Who better than our friend @dainesgreg of ChurnRX to help kick things off! In this episode we dive into: - How churn isn't linear (most happens right after the sale) - How NPS/CSAT score don't correlate with retention - How discounting correlates with faster churn

https://t.co/ctjCUAeN6y

The majority of the market does not want customization, the majority wants solutions that are pre-built in a way to ensure their success. #SaaS

YOU CAN'T PREVENT CHURN IF YOU CAN'T PREDICT IT! It takes time to solve the causes of churn and get customers back on track. And it takes their willingness to make key behavior changes. So the best time to solve it is BEFORE they know they are failing! #startups #retention

② LAGGING FACTORS OF CHURN.These are factors that do correlate with churn but only reveal the problem when it's TOO LATE to save the vast majority of customers. The result is that health scores are can't PREDICT CHURN accurately or far enough in advance to prevent it.

The problem is that most health scores are a combination of 2 kinds of factors that don't work... ① FACTORS THAT HAVE NOTHING TO DO WITH CHURN.A good example is customer satisfaction which we have demonstrated has no relationship to retention. https://t.co/Kr4IuvxRUz #SaaS

Customers retain because they succeed, they succeed because they changed how they work. Saas companies must be able to change customer behavior at scale to improve retention. #saas #retention

Want to improve retention? Stop making your product as customizable as possible. Instead, bake expertise right into the default product setup. The more the product is already set up to produce results the more likely your customers are to achieve results. #product #saas

Your expertise about how customers achieve measurable results is your company’s most valuable product. #saas #CustomerSuccess #startups

Discounting is a major driver of customer churn. Our data show that discounted customers have HALF the average lifespan of those that paid full price! 👉And it gets a lot worse with deeper discounts. It's not about what it COSTS, it's about what it's WORTH. #saas #Sales

HERE'S HOW TO ENSURE YOUR NEXT RENEWAL USING AN EXPANSION MINDSET: 1) Don't focus on what you accomplished! 2) Show the value to them of WHAT'S NEXT and the real results they should be looking forward to. 3) And give them options to BUY MORE RESULTS.

Our data shows that by far the biggest driver of churn for customers - after their first year - is the lack of expansion. We just completed a huge study (156k customers) that reveals how astonishingly huge this factor really is

Everything changes when you ask the customer this one powerful question: "How will you know that this has been successful?" #saas #startups

Companies don’t feel joy or happiness, if you are in SaaS you exist to produce business results for your customers, not customer happiness. #saas #retention

Want to reduce your customer churn? Study SUCCESS, not failure. Your successful customers hold the answers to solving why your other customers fail. #saas #retention

The ultimate metric of customer onboarding is "Time to First Result". Once a customer experiences measurable success they will adopt more, increase their results, and expand to additional results from your solution. #saas #startups

The sale in a SaaS business is only introducing the customer into the mall, how much money we make is dependent on how long they stay and how much they buy. That is why customer results and expansion are essential to long-term growth. #saas #startups

IS IT POSSIBLE TO HAVE TOO LITTLE CHURN? I just did a churn review with a client that has terrific retention. I reminded them what matters is GROWTH, churn becomes a problem only when it impacts growth. "ZERO CHURN" is NOT a valid goal because it really just means "ZERO GROWTH".