A customer health score is a numeric prediction of whether an account will renew, expand, or churn. Best-in-class scores flag at-risk accounts 30-60 days early. Here is how to build one that actually works.

Jun 5, 2026 Read more →

Strategy 5 min read

What Is an Aha Moment in SaaS?

The aha moment is when a new user first experiences your product's core value. It's the single most important moment in SaaS retention because users who reach it retain 2-3x better than those who don't. Here's how to define and measure yours.

Jun 3, 2026 Read more →

Metrics 7 min read

What Is a Good NRR for SaaS? (2026 Benchmarks by Stage)

Net revenue retention (NRR) is the single best one-number summary of SaaS business quality. Best-in-class is above 130%. Median is around 105%. Anything under 100% means you are losing more than you are growing.

Jun 2, 2026 Read more →

Metrics 5 min read

What Is a Churn Cohort? (Plus How to Use One)

A churn cohort is a group of customers tracked over time based on when they signed up. It is the most useful unit of analysis for retention work. Here is what they are, why they beat blended averages, and how to build one.

Jun 2, 2026 Read more →

Retention 6 min read

What Is Involuntary Churn? (Definition, Causes, and How to Fix It)

Involuntary churn is when a paying customer is removed by the system, not by their own choice. Failed cards, expired payment methods, bank holds. It is 20-40% of total SaaS churn and the cheapest to fix.

Jun 1, 2026 Read more →

Metrics 4 min read

Churn Rate vs Attrition Rate: What's the Difference?

Churn rate and attrition rate sound interchangeable but they're not always the same thing. Here's how each is defined, when the terms diverge, and which one to use in different contexts.

May 31, 2026 Read more →

Retention 6 min read

What Is Voluntary Churn? (Definition, Causes, and Fixes)

Voluntary churn is when a customer actively chooses to cancel. It is the churn that signals a real product, value, or pricing problem, and it is harder to fix than involuntary churn. Here is what causes it and the levers that actually move it.

May 30, 2026 Read more →

Metrics 4 min read

What Is NPS (Net Promoter Score)?

NPS is a single-question survey that measures whether customers would recommend your product. It is the most-cited satisfaction metric in SaaS, and also the most misused. Here is what it actually measures and when to trust it.

May 26, 2026 Read more →

Metrics 5 min read

Survivorship Bias in Cohort Retention Charts

Your cohort retention chart shows the customers who stayed. It cannot show you what would have happened to the ones who left. This creates systematic bias that most teams do not correct for. Here is the bias, how it hurts your decisions, and what to do instead.

May 22, 2026 Read more →

Metrics 5 min read

Goodhart's Law in Retention: When the Metric Becomes the Target

When a measure becomes a target, it ceases to be a good measure. This is Goodhart's Law. It applies devastatingly to retention metrics. Once you incentivize NRR, teams optimize NRR at the expense of what NRR was supposed to indicate.

May 18, 2026 Read more →

Strategy 5 min read

The Peak-End Rule: What Customers Actually Remember About You

Customers do not remember the average of their experience with your product. They remember the worst moment and the last moment. This changes what to invest in for retention. Here is what the peak-end rule means for your product, support, and cancellation flows.

May 15, 2026 Read more →

Strategy 6 min read

The FTC Click-to-Cancel Rule: What SaaS Teams Need to Know

The FTC Click-to-Cancel rule requires that cancellation be as easy as signup. Most SaaS save flows technically violate it. Fines are $50K per violation. Here is what the rule actually says, how it affects your save flow, and how to stay compliant while still saving customers.

May 12, 2026 Read more →

⭐ Featured

Tools to put these strategies into practice

The retention tools I recommend most often.

All tools →

ChurnHalt

Analytics & Insights

You're finding out about churn after it happens. ChurnHalt analyses your Stripe history, finds the patterns behind cancelled subscriptions, and flags who you should focus on.

Retention Email Snapshot

resurrection

Retention & Loyalty

A 15-minute diagnostic call that surfaces exactly where your lifecycle emails are losing users. $249 value - ChurnTools users pay $149 with code CHURNTOOLS40.