For recurring revenue-based businesses, quickly reducing churn is one of the critical drivers of success.
Churn is a fact of life. But the amount of churn is not. By adjusting key customer facing processes and leveraging state of the art tools, companies can reduce their churn down to the optimal level.
The economics of reducing churn tell a compelling story.
According to Pacific Crest Securities, SaaS businesses spend an average of $1.07 to acquire $1 of new revenue. The cost to upsell an existing customer is 16 cents, while renewing an existing customer is 12 cents.
The bottom line: take care of the customers you already have. You can quickly calculate the ROI associated with expense focused on customer retention. Companies, especially fast-growing companies, can get so focused on the next new customer, they forget to manage their current customer relationship.
What is the impact of churn?
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