Customer Retention Metrics for SaaS Companies

Why is it important to retain your customers? It is easier to sell to existing customers because they are more likely to buy new products from you. In addition, your existing customers are more likely to buy new products than potential ones. Retaining your customers will increase your revenue because they are more likely to purchase your new products than other customers. A recent study by Bain & Co showed that improving your retention rate by 5% can boost your business’s revenue by 25 to 95 per cent. In this blog, let us look at some of the highly successful customer retention metrics for your SaaS business.

Customer Churn

Knowing how much your customers are worth is vital to your business’s success. The most important thing to do is understand the causes of customer churn. A high churn rate signifies that the customer is about to walk away. The best way to do this is to measure your churn by looking at your retention rate. If you see a high % of churn every month, you may be losing too many customers. If your recurring revenue is low, you’re likely not experiencing too much customer repurchase.

Companies that experience high levels of customer churn often have fundamental flaws in their business. This is because they provide faulty products, unattractive products, or have unresponsive customer service. This leads to a high churn rate. Fortunately, these problems aren’t irreversible. But to minimize the risk of your customers leaving your company, you need to be proactive. The sooner you start improving your business, the sooner you can recover your lost customers.

–       Monthly Recurring Revenue Churn

The Monthly Recurring Revenue (MRR) that a company has lost due to cancellation is called churn. This number is calculated against MRR and is usually converted into a percentage. To calculate churn, add up all of the MRRs of the customers that have cancelled or downgraded to a lower-priced base service. This number represents the MRRs of the customers that are no longer paying. The amount lost due to churn can be from hours to years.

Monthly Recurring revenue churn is an indicator of how effectively you are retaining your customers. This is especially important if you are developing a SaaS product. Retention is critical to a successful startup, so calculating churn is key to success. To keep customers happy, use a financial model and keep them engaged with your product. If they’re not satisfied with their experience, they won’t return your product.

–      Customer Lifetime Value

The key levers of Customer Lifetime Value (CLV) are efficiency, growth, and revenue. While increasing efficiency involves internal systems and processes, growing revenue and fostering loyalty is dependent on customers. Lastly, advocating for the customer is vital to the understanding of CLV.

Solid brand loyalty and customer retention are necessary to maximize CLV. A high CLV means people are more likely to buy from you, are satisfied with the product or service, and are therefore a good investment for your business. It also means that your customers are more likely to buy more from you, and there’s a good chance they will be loyal in the future. These are characteristics investors love. And according to the formulas for calculating CLV, increasing customer lifetime value leads to increased order frequency and higher value.

–      Customer Acquisition Cost

The Customer Acquisition Cost (CAC) is the price of winning a new customer. It is calculated in dollars and is generally expressed as a percentage of the customer’s total cost. The CAC is one of the important unit economics because it is often directly related to customer lifetime value. In other words, the CAC represents the cost of acquiring a single new customer.

CAC is the cost of acquiring a new customer as a rule of thumb. The CAC is calculated by dividing the cost of marketing and sales by the number of new customers acquired. Using this calculation, you can determine your customer acquisition costs. You can then determine how much you need to spend to acquire a new customer. To do so, divide your marketing expenses by the number of new customers you’d like to acquire.

To calculate CAC, you must first calculate the acquisition cost for the same type of customer and in what medium. A new company will have a higher CAC than an established company. An established company may use pay-per-click advertising, social media, and strategic partnerships to increase sales. In this case, the CAC of a new customer could be $10. The cost of a new customer is calculated by dividing the marketing cost by the number of new customers acquired.

–      Net Promoter Score

If you want to know how satisfied your customers are, you can calculate their Net Promoter Score by conducting an NPS survey. This is a simple tool that will determine a percentage of the number of customers that would recommend your product or service to others. The higher your score is, the more likely your customers will recommend it to their friends. It can also help you improve your sales and customer service, so it is vital to get it right the first time.

You can calculate your Net Promoter Score for your entire company, for each business, geographic unit, product, or store. The idea is that you should make sure everyone is working towards the same goals. It would be best to focus on increasing your Net Promoter Score as much as possible. If you’re looking for the best customer satisfaction, you’ll want to increase your Net Promoter Score. You can start by surveying a representative sample of your customers. Respondents should rate their experience from zero to ten (five is neutral, and ten is exceptionally likely.


Retaining your customers is an excellent way to boost your profits. Retaining your customers can increase your earnings by 25 to 95% and lower your acquisition costs. In addition, retaining your customers will lead to a more significant number of referrals, which is an excellent sign for your business. Also, your customers are more likely to recommend your products and services to their friends, which mean that you’ll have more chances of making sales in the future.