EP17 | Stephen Levin (Zapier) - Why churn cannot be measured with a single number

Today on churn.fm we have Stephen Levin, currently working on special projects for the CEO of Zapier and the owner of Think Analytically.

We chatted about why churn is not a metric that should be measured with one number, the difference between customer, user and revenue churn and when to use the three.

We also discussed the mistakes startups make when measuring churn, how contract length impacts retention, and why tracking cohorts is critical when measuring churn.

Stephen also shared how to track the impact of changes your company makes to processes and product on churn, how to determine the input metrics that impact churn, and the power of integrations when it comes to increasing customer retention.

I’m excited to hear what you think of this episode and if you have any feedback I would love to hear from you. You can email me directly on Andrew@churn.fm

Enjoy the episode!

Churn FM is sponsored by Vitally, the all-in-one Customer Success Platform.