Retention
Articles and insights related to Retention.
Net revenue retention benchmarks: the formula, 2026 data, and how to push past 100%
2026 net revenue retention benchmarks by ARR stage, the NRR formula with a worked example, NRR vs GRR, and how negative churn pushes you past 100 percent.
Gross vs net revenue retention: why you need both curves
Gross vs net revenue retention explained: GRR is your retention floor, NRR is the growth story, and a worked case where 104% NRR hides 82% GRR.
SaaS cohort analysis: how to read a retention table and turn it into decisions
Read a SaaS cohort retention table in three directions, name the curve shape, and turn each pattern into a decision on onboarding, pricing, and forecasting.
Involuntary churn and dunning: how failed payments quietly cost SaaS about 9 percent of revenue
Involuntary churn is 20 to 40 percent of SaaS churn from failed payments. Measure it, benchmark recovery, and recover about 70 percent with dunning.
SaaS churn rate: how to calculate it correctly and 2026 benchmarks
SaaS churn rate explained: customer vs revenue churn, gross vs net MRR formulas with worked dollar examples, 2026 benchmarks, and the annualization trap.
SaaS Customer Onboarding: A Practical Playbook
Most SaaS teams treat onboarding like a help center plus a few emails. Then they act surprised when churn stays high. Here is a simple way to treat onboarding like part of the product, not an afterthought.