Gartner Research

Deal With SaaS Churn Early to Ensure Product Market Fit Before Scaling

Published: 20 February 2019

ID: G00379006

Analyst(s): David Adams


Misdiagnosing a company’s readiness for scaling can have dramatic effects on the bottom line. Tech CEOs should track churn KPIs, use cohort analysis, and measure user engagement to develop a tight feedback loop on customer satisfaction and other issues that drive customer and revenue churn.

Table Of Contents
  • Key Challenges



  • Measuring Product Market Fit Using Churn
    • Difficulties Predicting Churn With Longer Contracts
    • Predicting and Reducing Customer Churn by Monitoring Customer Engagement
    • Identifying and Resolving the Cause of Customer Churn
  • Summary

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