Just realized most B2B founders ignore churn until it's too late

I keep seeing founders in here obsessed with getting new customers but nobody talks about keeping them. My own SaaS lost 3 accounts last quarter before I even noticed, that's like $12k in MRR gone. But then I talked to a founder who focuses 80% of his time on retention and his net revenue retention is 130%. Is the real growth play actually in customer success and not sales? Who else has seen this play out in their own business?

2 comments

2 Comments

phoenix_campbell8825d ago

@jana_hernandez losing 3 accounts isn't a crisis, just business as usual.

jana_hernandez25d ago

Oh man, this hits way too close to home. Same thing happened to me last year, I was so busy chasing new signups that I didn't notice three of my oldest customers quietly slipping away. By the time I checked their accounts, they'd already sent the cancellation emails and I had zero chance to win them back. It's crazy how easy it is to ignore the people who are literally paying you every month. That founder you talked to sounds like they figured out the real deal, focusing on the people who already trust you seems way smarter than constantly trying to convince strangers. Honestly, I've started checking my churn numbers every two weeks now and it's already saved me from losing two more accounts this quarter.