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

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