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Managing Churn For Self-Serve SaaS

How to manage churn and steer it in a more positive direction using cohort analysis and segmentation. Learn to identify which customer segments are churning out the most, and where in the customer lifecycle you're losing them.

Self-Serve PodcastMetrics
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Table of Contents
Managing Churn For Self-Serve SaaS
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Your hosts discuss how to manage churn and steer it in a more positive direction using cohort analysis and segmentation. This is a reliable way to identify which customer segments are churning out the most, and where in the customer lifecycle you're losing them.
Video preview

Timestamps

02:40 Churn As A By-product (The Standard Approach)

04:50 Cohort-Based Churn Analysis

10:31 Upfront Churn: An Opportunity

13:28 Patterns In Churn Segments

18:02 Flying Blind With Aggregate Churn

27:16 Managing Churn: Summary

References

Rahul Vohra On Segments (churn.fm)

Rahul Vohra, CEO of Superhuman, talks about how churn segments would be his go-to resource if he had 90 days reduce churn (navigate to 32.37)

Revenue Retention Charts

This is an example of the revenue retention chart that you'd see in a typical SaaS analytics tool. (Pictured: ConvertKit's data in Baremetrics from Open Startups)
notion image
The chart tells you how much revenue from each monthly cohort has been retained over time. However, it's not an effective churn management tool because it doesn't tell you how different segments within each cohort are churning out. And you can't focus in on a particular month's churn trend.

Written by

Yohann Kunders
Yohann Kunders

Co-founder: Self-Serve SaaS, prev Airbase and Chargebee

    Written by

    Samuel Hulick
    Samuel Hulick

    Co-founder: Self-Serve SaaS, prev founder of UserOnboard

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