The State of Customer Retention 2021


โ€œWhy are all my best customers leaving!?โ€ Well, like 42% of SaaS orgs surveyed, youโ€™re not fully focused on customer retention.

Retaining customers is much cheaper than acquiring new ones and goes a long way in building meaningful customer relationships that pay off in ways that benefit your brand, reputation, and bottom line.

With this in mind, we decided to dig deeper into the landscape of customer retention, surveying SaaS superstars in all stages of their careers, all across the globe, to bring you... The State of Customer Retention Report 2021.

In it, youโ€™ll find the answers to questions like:

๐Ÿ‘ฅ How are customer retention teams structured?

๐Ÿ“ˆ What kind of metrics should you track?

๐Ÿ“† How often should you review your customer retention metrics?

๐Ÿ“‰ Which strategies do people use to reduce churn?

๐Ÿ›  Which tools do a great job of managing customer retention?

Plus pages and pages of juicy stats like:

  • Just 58% of SaaS practitioners have a dedicated customer retention team.
  • 49% of SaaS practitioners surveyed reported that COVID-19 had little to no effect on churn at their company.
  • A whopping 97% of the companies surveyed only track their customer retention at least once a year.

All this plus customer retention tips and tactics from the likes of Simpo, Userpilot, Brainshark, and Zoopla.

What are you waiting for?

Download it here ๐Ÿ‘‡