Scott Hurff
Scott Hurff
Scott is a co-founder of Churnkey, where he leads product. He is the author of Designing Products People Love (O'Reilly).
Metrics
How to Perform Churn Analysis From Measurement to Prevention
Learn how to perform churn analysis from start to finish, measure churn accurately, and build effective strategies to prevent customer loss.
Metrics
What is Customer Churn: Causes, Types, and Prevention
Customer churn measures how many customers your business loses over time. Learn what it is, why it happens, and how it affects business growth.
Retention
Why a SaaS Customer Hasn’t Truly Churned After They Cancel: How To Win Back Churned Customers
From our research, you can win back up to 34% of customers who cancelled your product. Here’s how you can leverage this huge opportunity to expand revenue.
Retention
6 Cancellation Flow Examples That Reduce SaaS Customer Churn (and How to Build One)
A good cancellation flow not only enables a smooth, positive exit for customers who are determined to cancel—it provides you with an opportunity to retain them by making a compelling case for why they should stay subscribed.
Metrics
What Is “Willingness To Pay” and How Can You Affect It?
"Willingness to pay" encapsulates the perceived value your SaaS product provides to your target audience. Understanding and harnessing your WTP is crucial to SaaS success.
Metrics
Customer Churn Analysis: How to Master SaaS' Most Important Process
Customer churn analysis is the evaluation of your churn rates with the goal of reducing your business' overall churn.
Retention
The Guide to Reducing Customer Attrition
What is customer attrition? How can you reduce your attrition rate? Learn the causes and how you can build a healthier business.
Metrics
How to Calculate and Increase Your Customer Lifetime Value
Excelling in the SaaS industry means retaining customers and reducing your customer churn. In order to accomplish that, there are plenty of statistics and metrics you need to track and churn-fighting strategies you can implement. But one of the most important areas to focus on is your customer lifetime
Retention
Your Guide to Customer Churn Prevention
It's your biggest obstacle to profitability.
Metrics
How to Calculate a Customer Health Score
Here are the are five major steps that you’ll take when calculating your own customer health score.
Metrics
What Is a Good CAC? How To Calculate and Reduce Customer Acquisition Cost
What CAC is, how to calculate it, why it’s important, and how you can reduce your customer acquisition cost.
Metrics
Customer Retention Emails: Our Complete Guide (with Examples)
By sending consistent customer retention emails, you can establish yourself as a value-adding presence in their inbox.
Payment Recovery
Guide to Revenue Recovery: Modern Tips for SaaS and Subscription Businesses
Let’s take a look at some more modern tips for revenue recovery.
Metrics
The SaaS KPIs You Really Need to Track
Ot’s important to specify SaaS key metrics and KPIs that’ll guide you through critical decisions.
Retention
Maximize Growth With These SaaS Retention Strategies
Let’s take a deep dive into some the best long-term, sustainable SaaS retention strategies that you can start putting into action.
Metrics
The Guide to Churn Management: Improving Retention, Keep Customers Happy, Staying Sane
Maintaining robust customer retention with a proactive churn management system is crucial for building a healthy subscription business. But in terms of priority, it can be easy to let churn slip. You know why: unleashing customer acquisition projects and optimizing growth channels is difficult enough. And when new customer acquisition
Metrics
The Guide to Negative Churn: the Holy Grail of Subscription Retention
The higher your churn rate, the more capital you need to maintain your revenue. That’s why low churn rates are essential for long-term success. But what’s better than a low churn rate? A negative churn rate. Get ready for a deep dive into negative churn. We'll
Metrics
Identifying Customers At Risk of Churning and How to Keep Them as Customers
Loyal and satisfied customers are not only less likely to churn— they’re also more likely to recommend your product to others and essentially act as brand ambassadors for your company. So what do you do about your cohorot of at-risk customers? To truly understand which customers churn and
Payment Recovery
How to Reduce Payment Failures and Recover Customer Accounts
Involuntary churn–when a customer's subscription is cancelled unintentionally–is a significant problem driven by credit card failures. When you lose revenue from people who actively want to pay you, your business shrinks along with your reputation. But it's not a problem you created. Banks, credit card companies,
Metrics
Churn Prevention: Calculate and Lower Your Churn Rate
As a SaaS founder, you already know that customer churn is inevitable to some degree. Research has actually shown that, on average, SaaS businesses lose about 10% of their annual revenue to churn. But too much of it can severely impact the long-term growth and success of your business.
Retention
How to Use Customer Offboarding to Understand Cancellation Reasons
Churn is the symptom of a problem. That's why optimizing your user offboarding process is so important. When you handle user offboarding well, you can discover the reasons behind cancellation attempts and actually use that information to reduce future churn. We'll talk about what user offboarding is, why
Retention
How to Build Cancellation Surveys that Reduce Churn (with Examples)
Like most things in your SaaS business, it’s important to use the correct strategies and tactics to build a truly effective cancellation survey.
Retention
Best practices for customer cancel flows for subscriptions
A subscription cancel experience is a chance for you to learn more about your customer, find ways to serve them better, and to reduce churn.