Customer Success, Churn & Retention Resources

Your Onboarding Calls Are Losing Renewals (And Your CS Team Doesn’t Know It)

A SaaS company was losing customers at renewal despite a CS team that worked hard. After listening to their kickoff calls and analysing their onboarding conversations, we discovered the churn wasn't a product problem — it was a conversation problem. Eight weeks later: renewal conversations got easier, activation rates climbed, and the CS team had a framework they could use on every single call. Here's exactly what we changed.

We Helped an EdTech Company Move From 15% to 50% Retention (By Fixing Their EdTech Churn Rate)

An EdTech founder was bleeding revenue and losing a lot of customers, despite having a ton of 4.6-star reviews. After interviewing 50 churned users and analysing their user experience, we discovered 92% of cancellations were fixable! Six months later: 15% retention became 50% and is growing. You can read about the exact 4-system framework we used that actually worked.

Why Startups Need a Fractional Customer Success Manager (Not a Full-Time Hire)

Senior customer success expertise at startup prices. Fractional CSMs reduce startup churn 20-40% in 90 days while costing 60% less than junior full-time hires. Instead of investing $100K into an unproven Customer Success manager, consider hiring a fractional CSM at a fraction of the cost. Read this article and find out if you're ready for a Fractional Customer Success manager or whether you're better off with a FTE.

Onboarding Churn: 3 SaaS Retention Strategies That Stop $1M Revenue Leaks

Poor onboarding is costing subscription businesses over $1 million annually—and most don't even realize it's happening. New research reveals that 90% of SaaS users churn if they don't see product value within the first week, with 75% abandoning during onboarding when they struggle getting started. With average customer acquisition costs reaching €900, this first-week failure rate isn't just a user experience problem—it's a massive revenue leak.

Martech Churn Analysis: Why 55% of New Users Leave Within 30 Days (and How to Fix It)

The martech industry has a dirty secret: most marketing software companies lose money on every customer they acquire.But this isn't a product problem. It's a retention design problem. In this deep-dive analysis, we examine why marketing software churn rates remain stubbornly high.

Why You Should Outsource Customer Success Teams (And Why Ireland is Your Secret Weapon)

Growing SaaS companies are caught in the Customer Success scaling trap – too many customers for manual management, not enough revenue for full internal teams and definitely not enough time to hire, train, onboard or manage.

Can You Really Reduce Churn Fast?

Can You Reduce Churn Fast? Yes, But It Requires a System. Most SaaS companies spend months analysing their churn problem while revenue continues bleeding out the door. We've seen companies reduce churn by 20-30% in just 30-60 days - but it requires coordinated team effort, real-time intervention systems, and systematic execution.

Why Professional Customer Exit Interviews Are Essential

Customer churn isn't just a metric—it's a business emergency hiding in plain sight. The average B2B SaaS company loses 5% of customers monthly (usually a lot more), but here's the shocking truth most companies miss: for every customer who complains, 26 others churn silently without saying a word.

Why 330 Million People Pay for EdTech and Learning — But Keep Cancelling

The numbers don't add up, and it's costing EdTech companies millions. New research shows that 11% of internet users paid for study programs or learning materials last month – that's roughly 330 million people globally spending money on education. Yet EdTech consistently shows some of the worst retention rates across all subscription categories.

Customer Acquisition vs Retention: The Retention Marketing Paradox

Your customer acquisition strategy is working against your retention goals, and new global data proves it. New GWI data reveals the disconnect between how subscription businesses acquire customers and what actually drives retention

Subscription Churn Rate in 2024: Why 73% of Companies Raised Prices While Losing Customers

73% of subscription businesses raised their prices in 2024. At the same time, 50% of subscription professionals predicted churn rates would increase. So companies charged more money while simultaneously expecting to lose more customers. Does this make sense to anyone else?

Why Your Retention Strategy Is Failing (It’s Probably Not What You Think)

The brutal truth about customer retention? Most strategies fail not because they're wrong, but because they completely ignore human psychology.

Your Onboarding Calls Are Losing Renewals (And Your CS Team Doesn’t Know It)

We Helped an EdTech Company Move From 15% to 50% Retention (By Fixing Their EdTech Churn Rate)

Why Startups Need a Fractional Customer Success Manager (Not a Full-Time Hire)

Onboarding Churn: 3 SaaS Retention Strategies That Stop $1M Revenue Leaks

Martech Churn Analysis: Why 55% of New Users Leave Within 30 Days (and How to Fix It)

Why You Should Outsource Customer Success Teams (And Why Ireland is Your Secret Weapon)

Can You Really Reduce Churn Fast?

Why Professional Customer Exit Interviews Are Essential

Why 330 Million People Pay for EdTech and Learning — But Keep Cancelling

Customer Acquisition vs Retention: The Retention Marketing Paradox

Subscription Churn Rate in 2024: Why 73% of Companies Raised Prices While Losing Customers

Why Your Retention Strategy Is Failing (It’s Probably Not What You Think)

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Your Onboarding Calls Are Losing Renewals (And Your CS Team Doesn’t Know It)

We Helped an EdTech Company Move From 15% to 50% Retention (By Fixing Their EdTech Churn Rate)

Why Startups Need a Fractional Customer Success Manager (Not a Full-Time Hire)

Onboarding Churn: 3 SaaS Retention Strategies That Stop $1M Revenue Leaks

Martech Churn Analysis: Why 55% of New Users Leave Within 30 Days (and How to Fix It)

Why You Should Outsource Customer Success Teams (And Why Ireland is Your Secret Weapon)

Can You Really Reduce Churn Fast?

Why Professional Customer Exit Interviews Are Essential

Why 330 Million People Pay for EdTech and Learning — But Keep Cancelling

Customer Acquisition vs Retention: The Retention Marketing Paradox

Subscription Churn Rate in 2024: Why 73% of Companies Raised Prices While Losing Customers

Why Your Retention Strategy Is Failing (It’s Probably Not What You Think)

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