6 articles
Product ResearchA structured churn interview protocol for SaaS companies — how to recruit churned customers, ask questions that surface real reasons, and turn exit data into retention strategy.
RetentionHow expansion and churn interact differently by customer segment — covering expansion churn (accounts that expand then churn), the binge-and-purge pattern in PLG companies, segment-specific expansion churn rates, contraction as a leading churn indicator, and cohort-level expansion churn diagnosis.
RetentionSMB churn splits into two fundamentally different failure modes: cash-flow churn from payment failures and product churn from value failures. Each requires a different diagnosis and a different fix.
RetentionWhat 200+ cancellation surveys reveal about why SaaS customers actually churn — and why founders who assume 'price' are wrong. The exit survey design, offboarding flow, and win-back strategy that convert insight into revenue.
Quick winsHow to run cohort analysis for SaaS retention, activation, and revenue expansion — with specific Google Sheets formulas, interpretation frameworks, and the Growth Ceiling connection that makes cohort data actionable.
RetentionA structured taxonomy of SaaS churn reasons — voluntary vs. involuntary, by tenure, by segment — with the data signals and interventions for each root cause.