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Join the most active community of Saas Revenue Leaders on LinkedIn to Drive Customer Retention Join the most active Community of Revenue Leaders on LinkedIn to Drive Strong Customer Retention Get Invite to Join click for a free group invite What you'll get As a member of our group, you'll get: Weekly live trainings on how to improve your customer retention and scale your teams A community of Revenue Leaders to share insights and get strategic throughs and ideas Specific insights each week from Greg Daines, that have helped hundreds of clients drive meaningful improvements in customer retention and scale Tangible templates, guides, and how-to's to help you run a better Revenue Organization Get Invite to Join click for a free group invite

Our core team is intentionally focused on providing the correct principles, playbooks, and skills that align everything to producing customer results and increasing retention. How can we help? Other Inquiries First Name Last Name Email Company Position How can we help? Contact Us Schedule form anchor

If you must use customer churn rate for your metric (and this is unavoidable for most), it should be the simplest method that most literally represents the phenomenon without coloration or confusion. Guide to: Calculating Churn Rate ATR If you must use a churn rate (and this is unavoidable for most) it should be the simplest method that most literally represents the phenomenon without coloration or confusion. There are two key rules to accomplish this: 1. Measure subscribers not dollars The clearest and most essential churn is the loss of a customer (eg. subscriber, account, logo, etc.). It is much less obvious what it means for a dollar to "churn". Not that there are myriad problems with measuring dollar churn (eg. MRR, ARR) which we won't cover here. The key issue is that dollar churn is always lower than subscriber churn because smaller and lower-paying subscribers always churn at higher rates. The result is that dollar churn always looks better than customer churn, and that means that it is actually concealing actual churn. The bigger the difference between dollar churn and subscriber churn, the more churn it is concealing. → But isn't dollar churn a more accurate financial metric? The answer is: only if you are looking only at one moment frozen in time. Remember that growth for subscription businesses is ultimately built on account expansion. That means that when there's a difference between subscriber churn rate and dollar churn rate, the company cannot expand smaller accounts. In the world of SaaS, what matters for your valuation are your prospects for long-term growth. Using dollar churn essentially obscures the most important growth signal, long-term subscriber retention. The same holds true for measuring the "user" churn rate. This is analogous to dollar churn and has all the same problems. If you are measuring subscriber churn, then you are already on the right track with the numerator in the churn rate equation. 2. Get the denominator right The simple rule for the denominator is only to include customers that could have churned in that period. This is the number of subscribers Available to Renew (ATR). For example: if 12 customers churned in the period, and we have 1,200 total customers that appears to produce a 1% rate of churn. But, if only 120 customers were available to renew during the period then it's really a 10% rate of churn. This method works for any period. For example, the annual churn rate would be calculated as the total number of subscribers churned during the year, divided by the total number of subscriber ATRs for the year, which is simply how many available subscriber renewals occurred during the year. For example, if a subscriber joined halfway into the year, and they have a monthly renewal cycle, and did not churn, then that customer would have represented 6 subscriber available renewals for the year. This simple approach partly addresses the distortion problem related to sales growth described above because we are only including customers that are available to renew. However, some distortion may always remain if there is sales acceleration or deceleration. Download a simple spreadsheet template that demonstrates calculations for monthly and annual contracts: Note: This simple template allows you to calculate 12 months. However, it can be easily expanded for additional periods. Enjoy! back to guide

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Join the most active community of Saas Revenue Leaders on LinkedIn to Drive Customer Retention Download Your Copy of the Customer Results Strategy Canvas Name Phone Business Email Company I Agree To ChurnRX's Terms & Conditions We help tech companies see a 90% reduction in early churn. Would you like us to reach out and explain how? Yes, you can send me more info! Submit

Come and learn from two powerhouses in the Customer Success Industry: Greg Daines (CEO @ ChurnRX) and Dave Blake (CEO @ ClientSuccess). They will be discussing the incredibly timely topic of how a Customer Success Organization shows the value it's adding. With the wealth of knowledge between Greg and Dave on this topic, this discussion will be phenomenal! On-Demand: Is Your Customer Onboarding Helping or Hurting Your Retention? Trying to build a better Customer Onboarding process to drive high retention? Then this discussion is for you! Come and learn from Peter Ord (Founder and CEO of GUIDEcx) and Greg Daines (Founder and CEO of ChurnRX) as they discuss why customer onboarding is important, what its purpose is in retaining customers, and best practices when it comes to building your onboarding machine. Watch this session on demand First Name Last Name Email View Session

Meet with one of our retention experts! Our core team is intentionally focused on providing the correct principles, playbooks, and skills that align everything to producing customer results and increasing retention.  Our Retention Experts How can we help? Jeff Moss Matt Evans Collectively, Jeff and Matt bring 20+ years of leadership and retention expertise to the table. Both holding prior VP and department-level leadership positions in Customer Success, Support, and Operations, they are experts at executing full-scale, cross-department retention strategies with proven success. Our core team is intentionally focused on providing the correct principles, playbooks, and skills that align everything to producing customer results and increasing retention. Schedule form anchor

Get your copy and start implementing the 23 ways to reduce customer churn in 2023 Get your copy of the 23 Ways to Reduce Churn in 2023 Proven methods for rapidly increasing customer retention backed by real-world data. Name Phone Business Email Company I Agree To ChurnRX's Terms & Conditions We help tech companies see a 90% reduction in early churn. Would you like us to reach out and explain how? Yes, you can send me more info! Submit

Fresh ideas that challenge the conventional approaches to customer success and retention. Research Our original research leverages the world's largest customer retention data set to answer the most important questions in Customer Success. HUGE CUSTOMER SUCCESS MISTAKE → "First get a customer to renew, and THEN expand the account." Research 3 THINGS SALES CAN DO TO IMPROVE RETENTION NOW Research WILL CUSTOMER CHURN GO UP IF YOU LAY OFF CUSTOMER SUCCESS REPS? Research It's not enough to deliver value every day Research CAN YOU REALLY "RESCUE" CUSTOMERS? Research Customer Experience is a Flop! NegativeExp Get your copy of the 2023 Churn Benchmarks Report Get Your Free Copy Now!

Do you have a churn problem? Find out with our Free Churn Analysis! Are you still using Monthly Churn Rates as your primary metric?  Stop spending countless hours digging through churn reports and canceled customers, all without learning what is causing your churn. This free report will help you understand exactly what is driving your churn. Preparing Your Churn Analysis Data is Simple! Follow these 5 easy steps Watch in less than 2 minutes Enter One Row Per Customer When exporting and pasting your data into the template, make sure you're entering only one row per customer. This will ensure no duplicate customers are added, which can potentially skew your analysis. Add Additional Attributes The data template comes with 12-pre-populated columns of data. Use these columns to add any additional customer attributes that we'll use to test during your churn analysis. If you're not currently tracking all of these attributes, no worries! Just leave those columns blank. Review & Finalize Your Data There are two main things to watch for when reviewing your data: Don't use confidential customer information. Instead of using a Customer's Name, use a Client ID If you don't have an ID, leave this column blank Keep "End Dates" blank for active customers Add all of your customers to the sheet But only include a date if the customer has churned The date used will be the customer's churn date Schedule Your Analysis This call is 30 minutes long and we'll dive deep into your data with our proprietary Churn Type analysis make sure you truly understand your churn—and what you can start doing today. Ready to schedule your call? Click below to view our calendar. View Calendar Get Started Free Schedule Your Churn Analysis Today Get your churn analysis on the calendar while you're prepping your data template. We simply need 48 hours prep time before your Analysis Call.

Proven Playbooks for Customer Success Teams to Improve Retention and Scale. ChurnRX's Playbooks provide your team with the essential skills and processes they need to fight churn and improve growth. Proven Playbooks for Customer Success Teams to Improve Retention and Scale. Provide your team with the playbooks they need to fight churn with ChurnRX's Live Expert Training. Schedule Discovery Session Our Playbooks Drive Results 89% Reduction in Early Customer Churn 84% Decrease in Rep Onboarding Time 6x Improvement in Customer Renewals 100% Reps report greater confidence on calls Empower Your Teams With The Essential Playbooks We offer four training programs to increase customer retention, improve rep performance, and enable teams to scale. CUSTOMER RESULTS STRATEGY ALIGNING TO CUSTOMER RESULTS BEHAVIOR CHANGE ONBOARDING ENABLING CUSTOMER BEHAVIOR CHANGE EXECUTIVE RESULTS REVIEW ACHIEVING CUSTOMER RESULTS CUSTOMER RISK MANAGEMENT MANAGING HIGH-RISK CUSTOMERS Each of our four programs is tailored to your company, your teams, and your unique results. Ready To Get Started? LIVE TEAM PLAYBOOK TRAINING: 1. THE CUSTOMER RESULTS STRATEGY About the course High customer retention starts with aligning all internal teams and processes to achieve measurable customer results. This playbook course teaches you everything you need to identify the exact results that matter to your customers and build a repeatable playbook for aligning to those results with your customers. Additionally, we'll teach you how to effectively implement and rollout this playbook to all of your customers at scale. CUSTOMER RESULTS STRATEGY Duration: 8 weeks, 2 hours per week Who is this for? Customer Success Support Agents Account Executives BDRs & SDRs Revenue Team Leaders Full Team Participation What You'll Get With This Course: The right strategy that is scalable & repeatable for each of your customers. 4 essential power skills for mastering customer engagement and results. Desk guides, presentation decks, and on-demand sessions. The Customer Results Strategy Certification to share on LinkedIn Contact Us To Learn More LIVE TEAM PLAYBOOK TRAINING: 2. BEHAVIOR CHANGE ONBOARDING About the course Achieving first results in onboarding is one of the biggest leverage points we have in driving high retention. However, often a customer won't achieve those first results because they didn't make key behavior changes essential to their success. The Behavior Change Onboarding course gives your teams the precise skills and processes to run effective customer meetings, commit them to the right behaviors, and ensure they achieve their first results. BEHAVIOR CHANGE ONBOARDING Duration: 8 weeks, 2 hours per week Who is this for? Onboarding Reps Customer Succe ss Reps Support Agents Account Executives Revenue Team Leaders Full Team Participation What You'll Get With This Course: Results driven onboarding process that pinpoints success for your customers 4 key power skills for delivering results and measuring outcomes Desk guides, presentation decks, and on-demand sessions The Behavior Change Onboarding Certification to share on LinkedIn Contact Us To Learn More Tailored Training Programs. On-Demand. Each of our four training programs comes with on-demand content that provides both supplementary training and ongoing reinforcement of your new skills. Additionally, your team will have lifetime access to our template library, stocked with ready-to-use presentations, skill guides, templates, and more. Learn more ↓ Playbook 1. CRS Playbook 2. ONB LIVE TEAM PLAYBOOK TRAINING: 3. E XECUTIVE RESULTS REVIEW About the course Achieving continual results for each of your customers is key to long-term retention and expansion. The problem arises when Customers don't perceive significant value because they're not systematically measuring the results they're getting. Often, teams try to solve this by deploying a monthly check-in that is riddled with things that don't matter to the customer and doesn't work. The Executive Results Review course teaches your team everything needed to systematically measure and materialize customer results, and deploy the repeatable and scalable engagement that your customers will actually love to attend. EXECUTIVE RESULTS REVIEW Duration: 8 weeks, 2 hours per week Who is this for? Customer Succe ss Reps Account Managers Account Executives Revenue Team Leaders Full Team Participation What You'll Get With This Course: The right strategy that is scalable & repeatable for each of your customers. 4 advanced power skills for measuring and materializing results Desk guides, presentation decks, and on-demand sessions. The Executive Business Review Certification to share on LinkedIn Contact Us To Learn More LIVE TEAM PLAYBOOK TRAINING: 4. CUSTOMER RISK MANAGEMENT About the course Effectively managing at-risk customers can only be done proactively and predictively. You're losing customers if you're still relying on health scores made up of reactive lagging indicators. The Customer Risk Management course arms your team with everything needed to track and predict at-risk customers, manage risk proactively, effectively escalate when necessary, and ultimately, prevent unnecessary customer churn. CUSTOMER RISK MANAGEMENT Duration: 8 weeks, 2 hours per week Who is this for? Customer Succe ss Reps Account Managers Account Executives Revenue Team Leaders Full Team Participation What You'll Get With This Course: An precise process for predicting, reporting, and mitigating customer risk. 4 advanced power skills to track and prevent customer churn Desk guides, presentation decks, and on-demand sessions. The Customer Risk Management Certification to share on LinkedIn Contact Us To Learn More Katie Ahrens Services Success Manager These sessions were invaluable and genuinely helped polish my professional skills. The information is digestible and presented in a way that is easy to retain and recall during customer calls. I could feel the difference in my conversations as these skills became more and more habitual. ChurnRX worked with us to analyze churn risks we saw within our company to identify them faster. I enjoyed that the ChurnRX team worked with management to build out real-life examples and actionable advice and guidance that the teams could use to put into practice straight away. Get Started Today! ChurnRX team members lived everything that they teach from prior industry knowledge. What they teach is easy to implement quickly, and it is effective. They are also accessible, which is extremely useful when we were trying to implement these systems. Casey Pierce Director of CS Sr. Manager, CS Katya Buratovich Playbook 3. EBR Playbook 4. CRM How Do We Ensure Your Success? BEFORE Pre-Training We meet with you before training starts to learn and understand your unique use case and team needs. DURING Tailored Fit We take our proven methods and tailor the training, workshops, and exercises to your specific teams. AFTER Support Once a client, always a client. We'll be a resource you can contact for additional guidance and support. Example Training Guides & Templates A small sample of our training & resource library, which is available to each one of our clients. For life. pdf pdf Templates & Guides Ready to up-skill and scale your teams? Book your discovery call today! Schedule Your Discovery Call