Article · 10 min read

SaaS churn analysis: Configure your company for customer retention

Adhya · Zoho Blog Free Beginner India

Zoho on the two churn predictors that actually work early (usage depth and NPS) plus a worked cohort example. Written for teams without a data function.

  • Build cohorts by signup month: of 77 customers who joined in Feb 2018, 70 were still paying three months on (90.9 percent).
  • Monthly churn percent = customers lost in the month divided by total customers in the previous month, times 100.
  • Suggests starting customer education with a few hours of free webinars a week, then moving to workshops and office hours.
Open on zoho.com ↗

It answers 3 questions

  1. What does a good customer onboarding actually look like?
  2. How do I build a customer health score that actually predicts churn?
  3. How do I work out why customers are actually churning instead of guessing?

Read with it

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