I wrote the following post to accompany my discussion on The Backbone.
It’s better to keep a customer than attract a new now.
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? …