Jason M. Lemkin
“All wrong” is a little dramatic. One thing most SaaS companies get wrong in customer success is they don’t spend enough time surfacing customers that are truly at risk. The thing is:
- Very satisfied customers often complain the most.
- Unhappy customers often don’t complain at all. They just find another solution and leave. And …
- Once usage drops, it’s too late. You’ve already lost them. They’ve already gone somewhere else. So pure usage meters don’t really work.
So … #1 We all spend too much time on complaining customers and #2 We spend too much time looking at usage and even engagement metrics. They matter. But once they drop — it’s often too late. So you have to find the Almost Churn. See Questions On Quora