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Today we take a deep dive into the concepts of customer retention and revenue quality in recurring revenue businesses. To help me unpack these ideas, I'm joined by Craig Zingerline, a serial entrepreneur who is now an advisor and mentor to a wide array of startups and technology companies. Among other things, we cover:

A deep dive into the most common retention metrics, including which are most and least informative
Situations in which high retention metrics might actually tell you that something is wrong within the business
Things that he looks for that tend to be predictive of future customer retention
Whether he cares about the difference between voluntary and involuntary churn
How he thinks about software companies with high levels of service revenue
Whether transactional revenue ought to be valued the same as per-user revenue
And what else he looks at to evaluate the revenue quality of any given recurring revenue business

Please enjoy!

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