The #1 killer of growth for SaaS company is churn. For a SaaS business of almost any scale, the valuation impact of better retention is in the tens of millions over time. The problem is that only 44% of companies focus more closely on customer acquisition, while only 18% cited retention as a higher concern (source). In this episode, we have Kristen DeCosta, Growth Lead at ChurnBuster.io. Kristen shares some proven and simple strategies to reduce SaaS churn that kill growth.

If you found this podcast valuable, please leave feedback on iTunes. I’d really appreciate it 🙂

You can also tweet out some quotes from this episode:

What's the point of hustling in all these new leads if we don't know how to keep them in the long run? – @kristendecosta Click To Tweet

1. What your team celebrates matter. If you celebrate getting more customers only, then it sends a signal to your team that that’s what matters. The whole company needs to do a better job of celebrating improving customer retention and churn
2. To build a long-term customer relationship, treat it like a long-term relationship. This is not a set it and forget it process. This means, from onboarding all the way to becoming a loyal customer, you need to continue to give value to your customers – whether that’s making their job easier or helping them achieve their goals.
3. Create a persona for your best customer and your worst customer. You can’t be everything to everyone. Focus is one of the best “growth hacks.” This will help you focus on really providing value to your best-fit customers and ignoring the ones that are worst.