To be a top quartile SaaS grower, you need to focus on gross churn
SaaS entrepreneurs are bombarded with blog posts with an array of metrics and variables on which they need to focus in order to build their companies. There are so many metrics that are touted: gross churn, net churn, logo churn, renewal rates, NPS score, etc. To better understand which customer success metrics most impact growth, we examined a subset of pre-IPO SaaS companies. SaaSRadar, McKinsey’s database of pre-IPO SaaS companies. Our conclusion is that gross churn, by far, is the most impactful metric.