What Is Churn & How To Reduce It In Your Startup

[@MicroConf]

16 Lessons I Learned Creating a Million Dollar Startup: kzbin.info/www/bejne/jXfYqZmcZsmSa68

[@GrowWithWill]

Nice! Probably the first video I've seen in a while about churn on YT. The demand for videos like this is so high, wishing there were more advanced and helpful videos like this one out there.

[@MicroConf]

Thanks, Will! Glad you enjoyed it!

[@NicolaiKamenzky]

I second that Will! Fyi, check out the channel „Be Unleavable“. It is basically a whole channel just about churn and how to reduce it. 😃✌️

[@cliezenCX]

As you rightfully mentioned, listening to your customers is very important. And not to just to do it once in a while or from part of your client base. You need to gather feedback from all of your clients and on a regular basis throughout the year. NPS isn't cutting it with horrible response rates (industry average is around 7% for B2B SaaS) and doesn't give you any useful insights into how to correct any issues that your clients are experiencing. You need to automate client feedback outreach so that it runs regularly and then notifies you on the clients that are in danger of churning and what the issue is so you can reach out to them to settle any issues they are experiencing.

[@NicolaiKamenzky]

I am so happy to have found your channel Rob! I have successfully build my first SaaS as a solopreneur and am now in the process of creating a second one with my wife. It will be some kind of customer churn analytics tool and hence this video is gold for us! And since my first startup is a KZbin channel growth tool, I am delighted to see how well positioned your content is. 😃👌 On to binge watching more of your stuff! Nico

[@MicroConf]

Awesome! Thanks for watching, Nicolai.

[@jarredmacquoid7688]

Excellent video as usual, Rob. I personally have tried many methods to reduce churn, but it seems like cancelation flows work best for me and my startup.

[@MicroConf]

Good to hear it!

[@christheideaguy]

Really clear and helpful video here! We are 22 months my newest Saas and currently at $112k/MRR and currently evaluating our churn. I liked, subscribed and will definitely be checking out the "Inside story" video and the podcast! Thx for this content you are putting out!! 🙏

[@MicroConf]

Glad it was helpful! Thank you for watching, Chris.

[@binhle-bj4qg]

Thanks for the great content. One side question, what software you use to edit this video? (adding the transitional text, the headlines, pages)

[@MicroConf]

Hi there, our team mostly uses Adobe Premiere with some After Effects when we need something special.

[@chromerims]

Appreciate this SaaS customer churn video 👍 Thx.

[@MicroConf]

Thank you!

[@ryanholton961]

Hi, I have a question about customer churn. In my application, users are required to verify their email address, if they don’t verify their email address their account is automatically deleted after 5 days. I’m currently including these customers that haven’t verified their email address, but is this the right approach for churn? Or should I only be looking at customers that have verified their email address since these accounts aren’t automatically deleted. I’m probably reporting a higher churn and lower average customer lifetime duration in my current setup then?

[@MicroConf]

In order to count as churn, a customer has to pay you at least once. So if they never get verified and thus never pay you, this is not churn. I would count these unverified folks as trial users who didn’t make it past the first step of the trial, thus they will decrease your trial to paid conversation rate.

[@shimmy1804]

Is this how they possibly do MLM? With the cheat code depending on what’s the saas?