The Dirty Secret of the SaaS World: Customer Churn

Nik MacMillan

We recently met with an early investor of ours, who shared with us an overriding concern he has with his SaaS portfolio companies — churn. He said to us, “churn is the dirty little secret in the SaaS world. If you could figure out how to reduce churn for SaaS companies that would be really valuable.”  

My initial reaction was to say, “that’s out of our wheelhouse,” but the more I thought about it, the more I thought that helping to reduce churn within our user’s marketing technology stack should be an objective. Reducing churn is beneficial to both the vendor and user, since churn results not only in the loss…

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