Blog
Articles
Practical retention research, product launches, and customer interviews from the team building Churnkey.
Articles
How to avoid losing customers to your competitors
Most subscription businesses don't lose customers to competitors overnight; they lose them through accumulated friction, missed value signals, and the silence that follows a support ticket that never got a real answer.
Articles
The difference between B2B & B2C churn rates
Key definitions and industry benchmarks when it comes to churn, as well as the difference between B2B, B2C, and prosumer churn rates.
Articles
How to calculate TAM, SAM, and SOM
In order to understand your market size and equip yourself with accurate figures, you have to know how to calculate your Total Addressable Market (TAM), Serviceable Addressable Market (SAM), and Serviceable Obtainable Market (SOM).
Articles
Unit economics in SaaS: metrics, levers, and growth
Unit economics determines whether acquiring a new SaaS customer builds enterprise value or destroys it. This guide breaks down the metrics, the levers, and the growth stage where each one has the highest impact on your LTV:CAC ratio.
Articles
Complete guide to customer retention: keeping your clients
Most SaaS companies approach retention as damage control, something you think about after growth stalls, but the companies that scale sustainably built a retention system before they needed one.
Articles
Customer acquisition vs. retention: cost comparison guide
Acquiring customers costs more than retention. Learn when to prioritize each strategy and how to optimize your budget allocation.
Articles
How to identify the early signs of churn?
Discover the early signs of customer churn that most subscription businesses miss. Detect at-risk customers before they cancel.
Articles
Churn rates for streaming services: latest market analysis
Compare streaming service churn rates across Netflix, Hulu, Disney+, and more. Updated 2025 benchmarks and insights on subscriber retention.
Articles
How do you reduce churn in an AI business?
Standard SaaS retention tactics don't work for AI products. Discover why AI churn is different and get proven strategies to reduce churn.
Articles
What is voluntary churn: the foundation
Most SaaS churn happens because customers choose to leave. Understand voluntary churn, why decisions happen, and how to stop the pattern.
Articles
What are the normal and good churn rates for SaaS?
Experienced SaaS founders try to answer an age-old question. Is my churn rate high?
Articles
Fresh insights from the Bay: Churnkey's takeaways from Stripe Sessions 2025
Five of us from the Churnkey team spent Stripe Sessions 2025 in San Francisco, deep in payments, product, and innovation. Here is what we took away.
Articles
Churnkey is headed to Stripe Sessions 2025
The Churnkey team is attending and sponsoring Stripe Sessions 2025. Here is where to find us, and what we are hoping to learn.
Deep Dive
New: Churnkey's second annual state of retention report
Welcome to Churnkey's second State of Retention report, where we analyzed over $3 billion in subscription revenue from over 1,000 companies across the world.
Articles
Revenue growth rate: meaning, calculator, best practices
IBM saw negative revenue growth rate while SpaceX saw a 63% revenue growth rate. Learn how to calculate and improve your revenue growth rate.
Articles
The best churn management software platforms in 2026 (ranked and reviewed)
What is the best software for churn management? Find out with this comparative guide.
Articles
Chargebacks: why they’re dangerous & how to prevent them
Every $1 lost to fraud costs merchants $3.35. The average chargeback win rate is 30%. Learn the types of chargebacks and what you can do to prevent them.
Articles
Customer offboarding: meaning, templates, best practices
Not all churn is bad—what if the door customers exit through could bring them back? Discover how thoughtful offboarding flows, insights, and strategic touchpoints turn churn into a growth opportunity.
Articles
9 dunning emails examples with do's and don'ts
Dunning email examples from companies like Duolingo, Canva, Slack, Spotify and more.
Articles
Dunning process: 15 best practices
Learn how to retry intelligently, escalate communications, send targeted emails to admins and users, proactively notify via SMS, enable one-click reactivation, offer grace periods, personalize and segment campaigns, track churn metrics, and employ five additional tactics.
Articles
Average churn rates for subscription services: data from 8 industries
SaaS averages at 4-6% churn rates per month. While ecommerce subscriptions hover at 10-15%. Telecom is lower at 1-2%.
Articles
Join Churnkey at Pendomonium 2024: connect, learn, and reduce churn like a pro
Churnkey is sponsoring Pendomonium 2024 in Raleigh, NC from October 7-9, where we will meet product managers and SaaS founders working on churn.
Articles
Passive churn: 9 best practices to fix passive churn
Passive churn happens when customers are lost due to issues like failed payments or billing errors, without actively choosing to leave. Thankfully, there are ways to reduce passive churn.
Articles
Unusually high churn rate: benchmarks and how to fix?
Anything over 46% annual churn ie 5% monthly is high for B2B mid-market and B2C companies. For enterprises, anything above 22% annual or 2% monthly is considered high.
Articles
How to calculate annual churn rate: five formulas, benchmarks
To calculate the annual churn rate, there are five different formulas. They're used in slightly different contexts and can yield different results.
Articles
Churn reduction for Chargebee
Discover effective strategies for enhancing customer retention and managing churn while using Chargebee. Gain insights into improving Net Retention Revenue and other key SaaS metrics.
Articles
Churnkey achieves SOC-2 certification: a milestone in data security
At Churnkey, security has always been at the forefront of our mission. We are excited to announce that we have achieved SOC-2 Certification in addition to GDPR compliance.
Articles
Gross churn vs net churn: calculator, formulas, and tactical tips
If you can't measure gross churn, you can't improve it. This article will not just show you how to measure it, but also proactively measure it for you with an interactive calculator. And then we will also offer lots of tactical tips alongside tool recommendations to make it happen.
Articles
Customer exit survey: 21 templates, questions, and best practices
A massive vault of of 21 templates, done-for-you exit surveys, and a tactical list of best practices to build your best customer exit survey.
Articles
Jason Fried on writing, profitability, AI, and the most improbable thing he’d like to do (but probably can’t)
Jason is the co-founder and CEO of 37signals (the parent company of Basecamp and HEY). During our talk, we discussed what he learned from his recent sabbatical, his views on writing, the future of AI and its implications for creativity, and more.
Articles
Claire Suellentrop on unlocking customer-led growth in SaaS
Identify who your best customers are and how to reach and resonate with more of them with Claire Suellentrop's Forget the Funnel framework.
Articles
Be prepared: how higher credit card delinquencies can affect your business (Fed research)
Delinquencies are happening more often among households with auto or student loans, and those with higher credit balances.
Articles
Write for conversions, build a bigger SaaS: copywriting advice from Joanna Wiebe
We discussed the role of AI and copywriting, what you need to be doing to convert more leads into clients with your writing, and the most ridiculous tactics within conversion copywriting that work, but really shouldn't.
Articles
Seven pieces of advice from customer success veteran Jay Nathan
Jay is one of the foremost customer success experts in the world and a major thought leaders in the Customer Success space. He'll teach you how how to scale your customer success organization.
Articles
The benefits of dunning offers: improved Payment Recovery rates & reduced cancellation risk
“Churn” is an abstraction of something very real and concrete: rejection. That's why we approach every touchpoint in your customer’s journey by remembering that there's a human behind every interaction: someone with a wakeup routine, bills to pay, who has family and friends and emotions. The net
Articles
When your product has a soul
It’s your customers who are the ultimate inspiration and your reason for existence. Not your competitors.
Articles
"Churn" isn't a metric, it's people rejecting you—grow from it
The term churn is dehumanizing. What we’re really talking about when we talk about churn is rejection.
Articles
Want to win back customers who cancel? Get personal.
The key to successful winback campaigns is personalization and timing.
Articles
Switch customers to different pricing tiers to reduce churn
By switching customers to different pricing tiers, you can significantly reduce SaaS and subscription churn.
Articles
8 principles to guide your SaaS pricing strategy
Creating a pricing model that is consistent and easy for customers to understand can help take the friction out of purchasing decisions.
Articles
Why you need Cancel Flows: increase customer loyalty, decrease churn, and find new customer price points
Cancel flows reduce customer churn, increase customer loyalty, and provide valuable data for what makes customer cancel.
Articles
Using personalized, targeted discounts to extend customer LTV and increase loyalty
Research shows that offering a medium-sized discount can increase the average future value of a customer by 20% to 25%.
Articles
How to identify productive usage patterns in your product
When it comes to SaaS products, your customers are constantly providing you with an incredibly useful amount of data with regards to your services, products, and overall business. If you know what you’re looking at, that customer data can offer you invaluable insights into your churn rates, product growth,
Articles
How to retain more customers and increase LTV by identifying the most valuable parts of your customer’s lifecycle
SaaS is incredibly unique when it comes to reducing churn and customer retention because, in theory, there’s not a true end to your customer's journey. There’s a ever-evolving customer lifecycle and the lifeblood of your company’s recurring revenue depends on that lifecycle. If you want
Articles
Dunning management: what is it and why should SaaS companies care?
To ensure long-term success and consistent revenue growth, SaaS companies need to proactively manage customer accounts through a process known as dunning management. This method automates the collections process so you can avoid involuntary churn from customers with late, failed, or missing payments.
Articles
How to reduce customer churn: tactics and strategies for SaaS leaders
As investors continue to look toward retention metrics to determine company valuations and funding eligibility, SaaS leaders must ask themselves: how can I reduce customer churn?
Articles
What is a good monthly churn rate?
Churn is inevitable in SaaS. And it wreaks havoc on your company’s bottom line. Whenever a customer leaves, downgrades, or allows their subscription to lapse, it affects your business’ growth. But since a certain amount of churn is inevitable, it can be hard to assess: is your business experiencing too much churn?
Articles
What is product-led growth & why does it matter?
A product-led growth model allows product usage to drive customer acquisition. These products typically grow through word-of-mouth, not traditional marketing or sales channels. Companies using a PLG model leverage their products to create a pipeline of active users.
Articles
6 customer retention metrics required for SaaS growth
Customer retention focuses on reducing churn and capitalizing on the customers you already have, rather than spending money trying to pull in new customers.
Articles
Convert more free trials into paying customers with these novel strategies
Conversion rates for free-to-paid trials range from 5% to 50%, depending on whether you require a credit card and a host of other factors. Here's how to improve those stats.
Articles
The easiest way to manage seasonal churn
Where regular customer churn is usually caused by poor onboarding, weak relationships with customers, and poor customer service, seasonal churn is affected by external events based on the time of year. Here are ways to manage your SaaS exposure to seasonal churn.
Articles
How 12 big tech companies save millions of dollars with cancellation flows
Personalized cancel experiences—flows that offer subscribers discounts, deals, or any other reason to stay—are proliferating among big tech companies. At Churnkey, we've documented dozens of cancel experiences and integrated what we've learned into our product.
Articles
How churn affects SaaS company valuations
Whether you are preparing to sell your SaaS company or want to know its worth, churn rate carries significant weight in your company’s valuation.
Articles
When should I start focusing on SaaS churn?
As a SaaS founder, when should you focus on churn? The short answer is that it's never too late. Here is how to get started evaluating and reducing SaaS churn.
Articles
Post webinar - tactical ideas
Get better at subscription retention with detailed tutorials, case studies, opinion pieces from industry experts, product updates that help you grow.
Articles
Meet the investors that back or acquire bootstrapped and indie SaaS companies
While VC’s focus on 10x’ing their position as quickly as possible, these investors focus on holding long-term positions in bootstrapped and indie companies.
Articles
What a proper offboarding cancelation flow should look like for a SaaS in 2020
How to properly walk users that are canceling through the process (and how to save them).