Customer Success
Ufafanuzi wa
Kiwango cha Churn ni asilimia ya wateja (au mapato) waliopotea katika kipindi fulani. Aina mbili kuu: Churn ya Wateja (chorn-count) na Churn ya Mapato (MRR / ARR churn). Churn ya chini inaboresha LTV na hupunguza shinikizo la ununuzi.
Pointi muhimu
- Churn ya Wateja = Wateja waliopigwa / Kuanzia Wateja × 100
- Churned MRR / Kuanzia MRR × 100
- Pato vs Net: Churn ni pamoja na upanuzi wa wateja waliobaki
- SaaS bora ya darasa: <5% alama ya kila mwaka churn, mapato mabaya ya wavu churn
Mfano wa Mfano
Kuanza mwezi na wateja 1,000. Mwisho na 980 (20 churned, 10 aliongeza mahali pengine - wale hawana kuanza). Kiwango cha riba = 20 / 1000 = 2%.
Kuacha kutumia zana za kufuatilia hii
CRM, mawasiliano na shughuli kushiriki database moja hapa, hivyo namba hii inaelezea ni dashibodi badala ya spreadsheet.