People do not stay for logos. They stay for relationships. A short personalized video turns your product from a faceless tool into a person they would feel bad leaving. Here is why it works.

Jul 17, 2026 Read more →

Retention 6 min read

Stripe Charges Expired Cards Automatically. Is That Fixing Churn or Hiding It?

People hated the idea of automatically updating expired cards. They were right. A lapsing card is often a quiet cancellation, and when you silently pull the new number and keep charging, you override a decision the customer thought they had made. Here is the one-line test I use before I recover any failed payment, and how to keep the real accidents without re-billing the leavers.

Jul 16, 2026 Read more →

Metrics 4 min read

Your Churn Rate Is Lying to You: Read the Retention Curve Instead

Two companies can report the exact same churn rate and have opposite futures. The number hides the thing that actually predicts survival: the shape of the retention curve. Here is how to read it, in two short videos.

Jul 15, 2026 Read more →

Retention 3 min read

Voluntary Churn Gets a Dashboard. Involuntary Churn Gets Silence.

Every subscription writes off a number every month and pretends not to see it. Voluntary churn gets a team and a quarterly review. Failed payments and expired cards get silence, and that silence is the most recoverable revenue in SaaS.

Jul 14, 2026 Read more →

Retention 5 min read

Voluntary vs Involuntary Churn: Two Diseases, One Number

Two companies can post the exact same churn rate and have completely different problems. Involuntary churn is a failed payment. Voluntary churn is a value problem. Fix the wrong one and you lose a quarter. Here is how to diagnose which leak is actually yours.

Jul 13, 2026 Read more →

Strategy 6 min read

How to Detect App Uninstalls (Technical Guide)

Uninstall tracking is harder than it should be. iOS and Android both make it opaque on purpose. Here are the four detection methods that work in 2026, their accuracy limits, and how to trigger recovery flows the moment they fire.

Jul 11, 2026 Read more →

Strategy 6 min read

Why Is My Churn Rate Going Up? (8 Reasons)

Your churn rate went up this quarter. Before you panic, work through this diagnostic. Most churn increases have one of 8 specific causes, and the fix depends entirely on which one is hitting you.

Jul 10, 2026 Read more →

Strategy 5 min read

Build vs Buy: Cancellation Save Flow

A custom save flow gives you full control but takes 4-8 weeks of engineering. Off-the-shelf tools ship in a day but limit your creativity. Here is the framework for deciding, including the specific cases where custom is worth building.

Jul 10, 2026 Read more →

Strategy 5 min read

Should You Have a Free Tier? (SaaS Decision Guide)

A free tier can 10x your top-of-funnel or bury you in unpaid support tickets. Here is the framework for deciding, plus what a free tier should include and exclude to actually convert.

Jul 9, 2026 Read more →

Strategy 5 min read

When to Hire a Customer Success Lead

Most SaaS founders hire their first CS lead too early or too late. Here are the 4 concrete signals that mean it is time, the wrong reasons to hire, and what the first CS lead should focus on in month 1.

Jul 9, 2026 Read more →

Strategy 9 min read

Why Your NPS Is Lying to You About Churn (2026)

NPS feels like a retention metric. It is not a reliable one. It is lagging, biased by who bothers to respond, and a poor predictor of who actually renews. Here is why, and what to track instead.

Jul 9, 2026 Read more →

Metrics 5 min read

How to Read a Cohort Retention Chart

A cohort retention chart looks intimidating but the insights are simple once you know what to look for. Here are the 4 things every chart tells you, and the 3 patterns that predict every SaaS outcome.

Jul 8, 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.