Answered => “What are the best ways to reduce churn in a SaaS business?”on Quora.

https://www.quora.com/Startups/What-are-the-best-ways-to-reduce-churn-in-a-SaaS-business

=> My answer…

1. Relentlessly revisit your marketing efforts. Perhaps that “great” campaign that drove up sales (in the short term) also eventually resulted in a disproportionate number of cancels (given a longer view).
2. Communicate with more of your customers – both current and former – more often. Make an effort to engage potential leads and prospects. Listen, a lot.
3. Make sure incentives and culture align with the emphasis on quarter to quarter net growth, and less so on month to month gross sales.
4. Communicate with more of your customers – both current and former – more often. Make an effort to engage potential leads and prospects. Listen, a lot.
5. Deliver what you promise, and then some.
6. Communicate with more of your customers – both current and former – more often. Make an effort to engage potential leads and prospects. Listen, a lot.
7. Use your data. For example: Are there usage patterns that foreshadow a cancel?
8. Communicate with more of your customers – both current and former – more often. Make an effort to engage potential leads and prospects. Listen, a lot.
9. Be willing to revist your business model, mission, etc. Perhaps there’s a disconnect between how you see you and your customers’ / clients’ expectations?
10. Communicate with more of your customers – both current and former – more often. Make an effort to engage potential leads and prospects. Listen, a lot.