I spent 60+ hours analyzing onboarding emails for 127 SaaS trials. This is how the top SaaS retain users.
“We have 0% customer churn.”
– said no SaaS marketer ever.
Instead, what I hear all the time is:
“If only we could keep growing without churn growing with us.”
“If only we could get new trials to actually USE the product, they’ll see how great it is.”
And even this story someone shared on Reddit about how they lost a potential investor because of high churn:
Imagine having your acquisition efforts pay off like crazy but your customer churn is also crazy-high! The rest of the Reddit post went into the steps they took to fix churn but it also got me thinking…
Why do great-fit customers leave?
Why can’t we all have 98% user retention?
Why should the standard be significant customer churn in month 1?