Customer Churn
topic on 4 shows · 6 statements across 5 episodes
Founder's Journal 
Startups For the Rest of Us 
Top Founders 
20VC
6 statements about Customer Churn, every show
Scaling Ad Spend Exhausts Top-Tier Customers and Forces Higher Churn
“And as you spend more and more money to acquire customers, you are going to exhaust The best quality customers, which means you're going to either have to pay more to find good quality customers, or you're going to acquire lower quality customers who are going…”
Jiménez: Combine qualitative signals with usage data to spot churn risk
“Take that information, marry it with the customer data. If both are down, that's a signal that you could be stepping into an area of risk.”
Luis: Casebook has experienced only one churned customer
“Our churn numbers are ridiculously low in that we've had one customer turnout. And that was because the organization we were dealing with actually ran out of money. And so it couldn't pay us anymore.”
Walling: Revenue churn indicates business health far better than customer churn
“You can look at customer churn and it's interesting, but it's not nearly as accurate, I'll say, to your business health as revenue churn is.”
Hotjar's net churn is half its gross churn due to expansion
“Our net churn, that is like half our customer churn. So essentially what's happening is we're dropping the smaller customers, but we are retaining and expanding the bigger customers.”