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The Ultimate (SaaS) Churn Rate Cheat Sheet

73 points by nickfzx 12y ago

porter 12y ago
I was actually reading this and thinking, "man, I wish baremetrics broke churn out like this" Didn't realize you guys were a competitor. Maybe I'll give it a try.
- nickfzx 12y ago
  Full disclosure, ChartMogul does not (yet) auto-classify churn in all the ways mentioned on the cheat sheet, however this is something we'll be working hard on over the coming months. You can currently segment your churn in a bunch of different ways (e.g. by plan, geography, cohort, etc).
scosman 12y ago
"Want a professionally printed copy – for FREE?" Bold strategy, attempting to motivate tech entrepreneurs with paper copies. Let's see if it pays off.
- nickfzx 12y ago
  We've been mailing them to our customers, I think people like them. Something to pin up next to the monitor.
whyleym 12y ago
Looks good - although is this also missing declined transactions ? We see a very high percentage of failed transactions each month, however this could be because 80% of our customers are in my he US but our merchant account is in the UK ?
- nickfzx 12y ago
  Damn! You're absolutely right, this would come under the 'Passive churn' classification I think.
goodJobWalrus 12y ago
Thank you for not requiring email to download the cheat sheet. Almost all companies/websites say they put customer first, but when they require your information to let you read something for "free", it's obvious they are bullshitting. So, good job there.
- nickfzx 12y ago
  Thanks! We prefer to just put stuff out there and have faith that if people are interested in trying ChartMogul they'll come back and signup. We have started using the little 'Sniply' powered signup at the bottom of the PDF just to do a bit of unobtrusive prompting.
Svenstaro 12y ago
Doesn't load for me on my home connection, works on my server. Route broken somewhere?
- nickfzx 12y ago
  Strange, we host our website with MediaTemple and are yet to start using a CDN, this will probably help with issues like this
blackdogie 12y ago
The site's not loading for me in Germany :( Google Cache also didn't do anything, besides load the bare HTML page.
- nickfzx 12y ago
  Very strange, that's the 2nd time today. We're in Berlin and aren't having issues, I'll talk to our host.
  - blackdogie 12y ago
    my traceroute from Munich dies at traceroute to chartmogul.com (184.168.47.225), 64 hops max, 52 byte packets 1 192.168.178.1 (192.168.178.1) 1.609 ms 1.425 ms 1.127 ms 2 ppp-default.m-online.net (82.135.16.28) 44.162 ms 34.761 ms 32.867 ms 3 ae2.rt-decix-2.m-online.net (82.135.16.209) 36.361 ms 57.201 ms 51.925 ms 4 ibrsa0203-01.edg.mgmt.ams1.gdg (80.81.193.165) 54.584 ms 80.488 ms 52.594 ms 5 * * * 6 * * Hope it helps. I used a VPN and got the file :D
    - nickfzx 12y ago
      thanks - sending this to MediaTemple now

73 points by nickfzx 12y ago

I was actually reading this and thinking, "man, I wish baremetrics broke churn out like this" Didn't realize you guys were a competitor. Maybe I'll give it a try.

nickfzx 12y ago
Full disclosure, ChartMogul does not (yet) auto-classify churn in all the ways mentioned on the cheat sheet, however this is something we'll be working hard on over the coming months. You can currently segment your churn in a bunch of different ways (e.g. by plan, geography, cohort, etc).

scosman 12y ago

"Want a professionally printed copy – for FREE?" Bold strategy, attempting to motivate tech entrepreneurs with paper copies. Let's see if it pays off.

nickfzx 12y ago
We've been mailing them to our customers, I think people like them. Something to pin up next to the monitor.

whyleym 12y ago

Looks good - although is this also missing declined transactions ? We see a very high percentage of failed transactions each month, however this could be because 80% of our customers are in my he US but our merchant account is in the UK ?

nickfzx 12y ago
Damn! You're absolutely right, this would come under the 'Passive churn' classification I think.

goodJobWalrus 12y ago

Thank you for not requiring email to download the cheat sheet. Almost all companies/websites say they put customer first, but when they require your information to let you read something for "free", it's obvious they are bullshitting. So, good job there.

nickfzx 12y ago
Thanks! We prefer to just put stuff out there and have faith that if people are interested in trying ChartMogul they'll come back and signup. We have started using the little 'Sniply' powered signup at the bottom of the PDF just to do a bit of unobtrusive prompting.

Svenstaro 12y ago

Doesn't load for me on my home connection, works on my server. Route broken somewhere?

nickfzx 12y ago
Strange, we host our website with MediaTemple and are yet to start using a CDN, this will probably help with issues like this

blackdogie 12y ago

The site's not loading for me in Germany :( Google Cache also didn't do anything, besides load the bare HTML page.

nickfzx 12y ago
Very strange, that's the 2nd time today. We're in Berlin and aren't having issues, I'll talk to our host.
- blackdogie 12y ago
  my traceroute from Munich dies at traceroute to chartmogul.com (184.168.47.225), 64 hops max, 52 byte packets 1 192.168.178.1 (192.168.178.1) 1.609 ms 1.425 ms 1.127 ms 2 ppp-default.m-online.net (82.135.16.28) 44.162 ms 34.761 ms 32.867 ms 3 ae2.rt-decix-2.m-online.net (82.135.16.209) 36.361 ms 57.201 ms 51.925 ms 4 ibrsa0203-01.edg.mgmt.ams1.gdg (80.81.193.165) 54.584 ms 80.488 ms 52.594 ms 5 * * * 6 * * Hope it helps. I used a VPN and got the file :D
  - nickfzx 12y ago
    thanks - sending this to MediaTemple now