By: Daniel Israelsohn, VP Finance & Operations | Firmex

Listen to my chat with with Shubham Datta on The Backbone here:

I wrote the following post to accompany my discussion on The Backbone.

It’s better to keep a customer than attract a new now.

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This mantra was drilled into me at my first retail job years ago. While its simplicity is attractive when thinking about it in the context of a Software-as-a-Service (SaaS) business, it can be misleading. For many SaaS businesses decreasing churn has become an obsession. However, like most obsessions this can be very unhealthy.

What does this mean? …

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