SaaS Churn: The Silent Revenue Killer

The Bucket is Leaking

You spend $500 to acquire a customer (CAC). They pay you $50/month. If they leave after 6 months ($300), you lost $200.

SaaS companies die not because they can’t sell, but because they can’t keep.

The “Success” Pivot

Support = Reacting when things break. Success = Proactively ensuring value.

Tactics to Reduce Churn

1. Usage Triggers: If a user hasn’t logged in for 7 days, trigger an automated email: “5 Ways to use [Feature X] in 5 minutes.”
2. QBRs (Quarterly Business Reviews): For enterprise clients, don’t just send an invoice. Schedule a call to show them the ROI they got from your tool.
3. In-App Onboarding: Don’t dump them in a blank dashboard. Use a guided tour (e.g., Pendo/WalkMe) to force them to the “Aha!” moment.

Fix the bucket before you turn on the hose.