SaaS customer retention is broken down by:
This brief also explores the relationship between growth and retention, the “false positive” retention rates of young SaaS businesses, and the impact of Customer Success programs on overall retention.
Cloud-hosted applications have a 99% uptime
Less than 20% of new revenue came from existing customers in the form of up-sell and expansion sales
SaaS solutions have the highest security features with 95% security failures due to human error
More than 1/2 of SAAS companies increased their spending on customer retention last year
The median annual contract value (ACV) was $25K, $21K, $21K, $20K in 2016, 2015, 2014 and 2013
Companies with longer contracts (2+ years) reported the lowest annual unit churn