The Big Book of Churn
The definitive guide to customer churn reduction
The Big Book of Churn launched on November 30, 2020 with 111 votes, #301 of 3,461 launches that month and more than 90% of that year's launches. The site was still online in September 2026, 5 years on.
What it does
The Big Book of Churn is an all-encompassing almost-encyclopedia dedicated to any business, especially B2B SaaS. It will revolutionize your understanding of churn, how to analyze it, and how to efficiently and consistently reduce it. Get your copy for free!
Customer churn is evolving, becoming more complex. Learn about churn and find smart tactics you can leverage to bring down your churn rate at scale.
Customer churn is the most important metric to follow in customer success. Or is it? In recent years, we’re seeing a departure from churn as the north star metric and an acceptance and integration of related metrics into CS workflows. In our recent poll on CS OKRs , Lowering Customer Churn placed just third with only 19.2% of votes, behind Increasing Adoption and GRR / NRR. Yet despite this shift across SaaS, Churn is still a vital datapoint for both CS and the company at large. However, the rise of other KPIs has brought much needed clarity to CS dashboards. This new balance is healthier in the long term, as churn has never been and will never be a sufficient, standalone metric. It works…from custify.com
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