Churn Reduction

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---
name: Churn Reduction
description: Diagnose churn root causes and build segmented intervention playbooks.
---

# Churn Reduction

Churn is the silent killer of SaaS — a 5% monthly churn caps your business no
matter how fast you acquire. Reducing churn is the highest-leverage retention
move because it compounds into LTV, NRR, and valuation. This skill diagnoses
causes before prescribing fixes.

## Measure It Correctly First

- **Logo churn** vs **revenue churn** — track both; a small customer leaving
  and a whale leaving are different problems.
- **Gross revenue retention** (churn + contraction only) vs **net revenue
  retention** (includes expansion). GRR isolates the leak; NRR can hide it.
- Cohort the data by signup month, segment, and channel. Blended churn averages
  away the insight.

## Diagnose Root Cause

Do not treat the symptom. Categorize every churn:
… install to load the full skill