SaaStr 635: CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox
The Official SaaStr Podcast: SaaS | Founders | Investors
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Identifying the Biggest Causes of Customer Churn
The first step was understanding and measuring churn. The second step is setting up the systems and processes to do that on a recurring basis, not just on a one time basis. Then we really try to predict the user behavior that would lead to churn. One of the biggest reasons why customers would churn was because they weren't properly set up on Brexit. And as a result of that, we decided to invest in building an implementation team that would just make sure that every single customer's signed up properly.
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