“Churn” isn't a metric, it's people rejecting you–grow from it
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Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#2This is kind of a dramatic way of thinking about it. Then again this post is from a company who apparently “fixes every kind of churn for you”
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#3This is kind of a dramatic way of thinking about it. Then again this post is from a company who apparently “fixes every kind of churn for you”
Author here. You'd be surprised how many founders / operators I've spoken to over the past two years who work so hard to avoid discussing cancellations. At the core of it, they're hurt and scared by it. So yeah, it is dramatic. It's a very human phenomenon.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#4This is kind of a dramatic way of thinking about it. Then again this post is from a company who apparently “fixes every kind of churn for you”
Author here. You'd be surprised how many founders / operators I've spoken to over the past two years who work so hard to avoid discussing cancellations. At the core of it, they're hurt and scared by it. So yeah, it is dramatic. It's a very human phenomenon.
I think it's really interesting to look at what innate aspects of our humanity that made total sense 10, 20, 30k years ago (e.g being hurt by rejection) can negatively impact our modern lives, and how we can try to push past them.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#5admitting I didn't look at TFA, I have to say from the domain name churnkey.co, promising to sell me "churn-key systems" seems like a dubious promise, however admirably quite honest! Customers will start fleeing, right out of the box!
ok, now I took a look. I think the ideas they're talking about are actually well known in marketing circles, best summed up by the old aphorism, "the customer is always right." I think most people misinterpret this phrase, thinking that it means "you have a customer in front of you, engage in ass-kissing, tell them they're right" and I don't think that's the right way to think about (because then your inner child starts screaming "i don't want to kiss ass!") The right way to think about it is, here is a customer telling me their authentic experience, what they like, what they don't like. Can I change what they don't like? For every customer complaining, there are 10 more who were annoyed and swallowed it. "The customer is always right, because the customer is giving you free market research about friction they encounter."
I just think this is a more positive way to think, it's less scolding than this article.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#6I've been thinking about this idea of rejection a bit. I never thought I'd talk about it in the context of churn, but actually it makes perfect sense. Because it's not just rejection: it's adaptability. Rejection is going to happen because, well, it's also a human thing. But the ability to adapt turns rejection into connection. In this case it's saying "hey, there's something not right here, let's work on it." And I think that's something more than "normal". It's adaptability.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#7Yes, churn is a metric. It's not always someone rejecting you. It could be that they just needed your product to solve a problem and then unsubscribe. They are not rejecting you but you've served the need and so they stop paying you.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#8[deleted]
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#9Churn greater than about 10% is a death sentence for a SaaS business. And it's a metric every investor will ask about and every potential employee ought to.
Re: “Churn” isn't a metric, it's people rejecting you–grow from it
#10Yes, churn is a metric. It's not always someone rejecting you. It could be that they just needed your product to solve a problem and then unsubscribe. They are not rejecting you but you've served the need and so they stop paying you.
How is that different than rejection?