“We got to make sure we're solving the root, not the fruit.” Today, Johnny (@johnnypage13) and Matt (@mattverlaque) deep-dive into strategies for solving churn in B2B SaaS companies. They detail the importance of refining the acquisition of customers, improving customer success, and enhancing the product to reduce churn. Particular focus is placed on defining the problem of churn and taking steps to resolve it before it impacts the overall business model negatively. The episode also highlights the importance of usage metrics to validate customers' feedback when they leave and the value of increasing customer commitment upon initial sale.
You are now tuned into the SaaS Academy Podcast. Join Matt Verlaque and Johnny Page as they take you behind the scenes of what it takes to become a great SaaS Founder, addressing the challenges, victories, and essential lessons learned in the pursuit of growing a successful business!
Timestamps:
(1:15) - Understanding the importance of solving churn
(4:29) - The three engines of a recurring revenue business
(7:45) - The importance of measuring churn
(12:02) - How to conduct exit interviews to understand churn
(19:54) - The importance of usage metrics in diagnosing churn
(21:58) - Early stage founders: plan your metrics
(24:51) - Making informed decisions & studying your best clients
(28:15) - The role of positioning in churn
(30:04) - Increasing client commitments
(33:10) - The handoff from sales to customer success
(36:27) - The role of product in churn
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