The State of Customer Retention 2022


“Why are all my best customers leaving!?” Well, like 42% of SaaS orgs surveyed, you’re not fully focused on customer retention.

It’s a universal fact: retaining customers is much cheaper than acquiring new ones. Building meaningful customer relationships is a direct result of strong retention rates which pay off in ways that benefit your brand and reputation.

With this in mind, we decided to dig deeper into the landscape of customer retention, surveying SaaS superstars in all stages of their careers, all across the globe, to bring you... The State of Customer Retention Report 2022.

In it, you’ll find the answers to questions like:

👥 How are customer retention teams structured?

📈 What kind of metrics should you track?

📆 How often should you review your customer retention metrics?

📉 Which strategies do people use to reduce churn?

🛠 Which tools do a great job of managing customer retention?

Plus pages and pages of juicy stats like:

  • Just 58% of SaaS practitioners have a dedicated customer retention team.
  • 49% of SaaS practitioners surveyed reported that COVID-19 had little to no effect on churn at their company.
  • A whopping 97% of the companies surveyed only track their customer retention at least once a year.

All this plus customer retention tips and tactics from the likes of Simpo, Userpilot, Brainshark, and Zoopla.

What are you waiting for?

Download it here 👇

Level up your retention strategy

Customer Retention Certified: Masters is an elite course that will take you on a curiosity voyage. You'll learn the theory of customer retention and discover the best metrics to use, as well as get access to industry-leading frameworks and fireside chats with industry leaders. 🔥

At the end of this course, you'll be able to go back to your team and execute successful customer retention strategies of your own.

What you can expect from Customer Retention Certified: Masters

👩🏼‍🏫 5 insightful modules that cover a breadth of CS metrics

✅ 40+ exam questions sprinkled throughout every module to test your uptake.

⏰ 3 hours of content, including bonus material,  crammed with expert insights.

🔖 Official certification to boost your resume and grow your career.