Practical ideas from Jonny Quirk on retention, customer-led growth, advocacy, and how to build stronger, more valuable customer relationships
What should we look at first when SaaS retention starts to fall?
When SaaS retention falls, the instinct is often to change pricing or build new features. A better first step is to find where customers are dropping off, then use cohort data, product usage and customer conversations to understand why.
Why are our SaaS customers churning after the first few months?
SaaS churn often starts before the cancellation email. When customers disappear after the first few months, the real problem is often that they never reached a clear moment of value. This guide explains how to spot the warning signs, diagnose where your customer lifecycle is breaking down and build a practical 30–90-day plan to improve retention.