Do you know what your subscriber churn rate is? How about the median churn rate for your industry? Do you know the difference between churn and cancellation? And perhaps most importantly, do you know what you can do to try to prevent a customer who has cancelled from churning?Continue Reading
“If you wish to converse with me, define your terms.” ~ Voltaire
Next week, we’ll be launching the first of several blog posts about data—specifically about how our customers can use their data in Recurly to improve and optimize their business. Our first post focuses on churn, which is always a key topic of interest for subscription-based businesses. But before we dive into the blog series, we thought it might be a good idea to quickly review the meaning of some different terms related to churn.Continue Reading
Here’s a really useful blog post from our friends at Price Intelligently, titled “How to Turn a SaaS Company Around in 90 Days.” While it’s written with a SaaS audience in mind, the concepts are solidly applicable to nearly any subscription business.Continue Reading
Subscription-based businesses strive to do many things: delight their customers, further their mission, grow and expand. Subscription businesses work hard for their revenue, much of which is paid via credit cards, which present a risk—the risk of failed transactions which are the enemy of growth due to the churn they cause.Continue Reading
Many merchants are concerned about their transaction decline rates and want to ensure that the rates are within what is normal for their industry or segment. Their concerns can be amplified by seeing large blocks of declined transactions, multiple attempts to collect on a single invoice, and numerous customer updates to billing information. It's important to note that with subscription billing, declines are normal. For most customers, a decline rate of 5-14% of monthly transactions for business-to-business (B2B) and 6-18% for business-to-consumer (B2C) is about right—but that number will vary greatly depending on the composition of a user base.Continue Reading
“Card declined”—two words that subscription businesses hate to hear. Credit card declines result in the loss of revenue and increased churn, impacting your bottom line. Some number of declines are unavoidable, and as discussed in a recent blog post, some payment events—such as the widespread issuing of new EMV cards in the United States this year—can also result in increases in both failed payments and card-not-present fraud.Continue Reading
EMV is the new credit card technology finally coming to the US after many years of use in Europe. With an embedded microchip and associated security features, these new EMV cards are more resistant to fraud, in particular at Point of Sale (POS). Unfortunately, this means that nefarious types may shift their efforts to Card Not Present (CNP) fraud—as has happened in the past wherever EMV cards have been launched.
Understanding the true cost of subscriber churn is one of the most critical KPIs any SaaS business can measure. Unfortunately, it is not always easy to identify the ‘true’ cost of churn because customers churn in different ways.Continue Reading
Churn is one of the most sensitive variables impacting the value of a subscription business. Your business is in a "drag race" with competitors to come out on top. How your churn rate differs from your competitors' can tell you a lot about the relative health of your business and theirs.
Annuity revenue streams are made more or less attractive by the speed with which they ‘decay’. In the world of SaaS and other subscription models, this ‘decay’ is a powerful reflection of how well you are delivering a service that satisfies your customers over a period of time. Deliver a great product or service and your customers will stick around. If you don’t deliver, your customers leave, and your business becomes less efficient.Continue Reading
Hyper-targeted ‘lifecycle marketing’ promotions are well worth the effortMonitoring your subscriber churn rate is a basic requirement for any subscription business. Managing the “flip side” of churn – your subscription renewal rate – is the next tactical function for any subscription business operator.Continue Reading