3 articles
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.
Retention20–40% of SaaS churn is involuntary — payment failures that require a completely different playbook than voluntary cancellations. Learn the dunning sequence that recovers 35–50% of failed payments.
RetentionInvoluntary churn from failed payments costs SaaS companies 20–40% of total churn. Here's the complete dunning playbook — retry logic, email sequences, and recovery benchmarks.