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Lincoln Murphy

Predicting (and Preventing) Churn [podcast]

Published 3 months ago • 1 min read

This week's Impact Weekly podcast episode is up (Listen here or on Spotify or Apple) and in it, Johan and I answer a variety of questions about Churn, including:

  • What are the key indicators for predicting churn in advance?
  • How to prevent churn when you have no control over price rises (set by head office)
  • Is there a particular NRR %, or threshold below 100% NRR that would be a particular alarm bell for you? Is there a tolerance that you'd expect to see in B2B SaaS?
  • And more!

We give some VERY actionable advice so you'll definitely want to check out this week's episode here (or on Spotify or Apple)..

~ Lincoln

BTW: The opposite of Churn is Retention, and if you want to know how to better retain your customers, our 2-week Retention Training program that starts next Monday, June 17, 2024 is for you.

​Learn more about the program and sign-up here.​

Lincoln Murphy

I help SaaS companies Maximize LTV through Customer-centric Upselling

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I'm on a flight to San Francisco and the person to my left is talking to their colleague trying to find a time for both of them to meet with a customer. I glanced over and saw their calendar and... OMG! Back to back to back meetings, all day, every day. Completely full. Unsustainable. Even worse, it really seemed to be a source of pride for them. Now, I don't know the nature of their business and I didn't keep looking - I got a sense of it and I looked away - but their calendar looked just...

20 days ago • 1 min read

HEADS UP - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. As I've been saying, meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we understood this better, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type was Direct Cost, or the cost of the CSM or other contributor's time, including the...

25 days ago • 1 min read

HEADS UP! - On 4-Sept, I'm doing a masterclass on making your meetings FAR more efficient and effective. Learn more and sign-up here. Meetings are the most expensive activity in Customer Success Management, yet we often overlook their true cost. If we better understood their cost, we’d have far fewer unproductive meetings. There are three types of costs associated with meetings. The first type is: Direct Cost: This is the actual cost of your CSMs' and other contributors' time on the call....

27 days ago • 1 min read