How to Measure Retention and Churn in SAS Companies

Shripati: At any particular month, you look at all the customers who could have or who are up for renewal. So there's a very active decision being made by the customer to renew or not to renew. And when they're actually paying and voting with their wallets, that is a right measure of both retention and churn. Shripati: Would you suggest that they do a quarterly plan churn metric differently than the annual plan churn metric? Or would you still say, "A renewal is a renewal"

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