{"id":12067,"date":"2023-10-30T05:00:25","date_gmt":"2023-10-30T05:00:25","guid":{"rendered":"https:\/\/userpilot.com\/blog\/retention-analysis\/"},"modified":"2026-04-06T23:28:28","modified_gmt":"2026-04-06T23:28:28","slug":"retention-analysis","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/retention-analysis\/","title":{"rendered":"Customer Retention Analysis 101: How to Do it Properly"},"content":{"rendered":"<p data-pm-slice=\"1 1 []\">If you want to understand whether your SaaS company will rise or die soon, you first need to conduct a <a href=\"https:\/\/userpilot.com\/solutions\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention analysis<\/a> to look at important growth metrics.<\/p><p>This data will help you understand how and why users churn.<\/p><p>This article covers everything you need to know about getting started with retention analysis and how to use the insights to reduce churn.<\/p><h2><strong>What is retention analysis?<\/strong><\/h2><p>Retention analysis allows you to <a href=\"https:\/\/userpilot.com\/blog\/user-behavioral-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">understand customer behavior<\/a> when it comes to using and abandoning your product so you can maintain healthy growth through constantly improving retention.<\/p><p>Tracking customer behavior will give you insights into :<\/p><ul><li>What\u2019s the average <a href=\"https:\/\/userpilot.com\/blog\/customer-lifecycle-marketing-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer lifecycle<\/a>?<\/li><li>What\u2019s your customer retention rate?<\/li><li>What customer segments churn within the first months?<\/li><li>What makes customers stick around longer?<\/li><li>How to improve <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">users\u2019 satisfaction<\/a> and reduce customer churn.<\/li><\/ul><h2><strong>What does a retention analyst do?<\/strong><\/h2><p>A retention <a href=\"https:\/\/userpilot.com\/blog\/product-analyst\/\" target=\"_blank\" rel=\"noopener noreferrer\">analyst<\/a> is responsible for sustainable business growth by retaining existing customers. Their goal is to figure out why users are leaving the product and how to prevent it.<\/p><p>Among their tasks are:<\/p><ul><li>Work with large data sets of <a href=\"https:\/\/userpilot.com\/blog\/customer-behaviour-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer behavior analytics<\/a> to understand churned customer behavior.<\/li><li>Measure user <a href=\"https:\/\/userpilot.com\/blog\/increase-product-stickiness-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">stickiness<\/a> around the product (how many customers return to your product because it\u2019s engaging and valuable to them).<\/li><li>Design and implement <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention strategies<\/a> that increase the customer lifetime value.<\/li><\/ul><p><!--ARCADE EMBED START--><\/p><div style=\"position: relative; padding-bottom: calc(56.8027% + 41px); height: 0px; width: 100%;\"><iframe style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%; color-scheme: light;\" title=\"Product Analytics\" src=\"https:\/\/sw11.userpilot.com\/2vKrdyNnsiHwTtGnBWmb?embed&amp;embed_mobile=tab&amp;embed_desktop=inline&amp;show_copy_link=true\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/div><h2><strong>How do you measure retention?<\/strong><\/h2><p>Every product faces churn. It\u2019s inevitable. Sometimes users sign up just to hang around for five minutes or buy the cheapest plan to solve a one-time task, then never return.<\/p><p>Yet our goal is to increase the number of customers who continue to use your product month after month.<\/p><p>Before starting to measure customer retention, you first need to understand what <a href=\"https:\/\/userpilot.com\/blog\/customer-success-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success<\/a> looks like for your users using your product.<\/p><p>Let\u2019s learn how to prepare proper data sets for accurate retention analysis.<\/p><div id=\"up-retention-analysis-widget-container\"><p><!-- Progress Bar --><\/p><div class=\"up-retention-analysis-progress-track\"><\/div><\/div><h3><strong>Define active vs. inactive users<\/strong><\/h3><p>The first step toward customer retention analysis is defining what inactive users are and excluding them.<\/p><p>This will help you focus your analysis on <a href=\"https:\/\/userpilot.com\/blog\/in-app-training-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">power users<\/a>.<\/p><p>Just for recall:<\/p><ul><li><a href=\"https:\/\/userpilot.com\/blog\/how-to-increase-monthly-active-users\/\" target=\"_blank\" rel=\"noopener noreferrer\">Active users<\/a> are those who constantly engage with your core product features and have a high customer engagement score.<\/li><li><a href=\"https:\/\/userpilot.com\/blog\/reengage-inactive-users-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">Inactive users <\/a>remain are the ones who suddenly stop engaging with your product.<\/li><\/ul><p>Defining what active means will be different depending on your product and how it was meant to be used.<\/p><p>For example, if you have an invoicing tool, you won\u2019t count<a href=\"https:\/\/userpilot.com\/blog\/active-user\/\" target=\"_blank\" rel=\"noopener noreferrer\">active users<\/a> based on the number of logins, as the user might only need to issue one invoice in a month.<\/p><figure style=\"width: 800px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/Active-User-retention-analysis_b76815f06b95871b1bcaaa5ab54ac01a_800.png\" alt=\"Active-User-retention-analysis\" width=\"800\" height=\"467\" \/><figcaption class=\"wp-caption-text\">The definition of the active user.<\/figcaption><\/figure><h3><strong>Understand engagement<\/strong><\/h3><p>Active users also mean <a href=\"https:\/\/userpilot.com\/blog\/engaged-user\/\" target=\"_blank\" rel=\"noopener noreferrer\">engaged users<\/a>. But what are the features they are mostly engaging with?<\/p><p>Once you understand this, you pretty much understand what\u2019s bringing value to them.<\/p><p>A user getting <a href=\"https:\/\/userpilot.com\/blog\/product-value\/\" target=\"_blank\" rel=\"noopener noreferrer\">value from your product<\/a> is going to return and continuously take the same actions that brought him value.<\/p><p>You\u2019ll want to track how users are performing those actions in your retention analysis.<\/p><h3><strong>Calculate retention rate<\/strong><\/h3><p>Now that you understand entirely what active users stand for, you&#8217;re ready to <a href=\"https:\/\/userpilot.com\/blog\/how-to-calculate-customer-retention-rate\/\" target=\"_blank\" rel=\"noopener noreferrer\">calculate the retention rate<\/a>. This will be your starting point for what you will be looking to improve.<\/p><p>First, you calculate the number of customers at the end of the period minus the number of new customers acquired during the period. Then, you divide this by the total number of customers at the start of the period and multiply by 100 to get your retention rate.<\/p><figure style=\"width: 1200px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2022\/01\/Customer-retention-rate-engagement-metrics.png\" alt=\"customer-retention-rate-calculation-formula\" width=\"1200\" height=\"700\" \/><figcaption class=\"wp-caption-text\">Customer retention rate calculation formula.<\/figcaption><\/figure><p>This is the simplest way to calculate the overall retention rate. Now you\u2019re ready to create more structured and insightful reports to analyze customer retention.<\/p><h2><strong>What is the retention process?<\/strong><\/h2><p>The retention process involves multiple tracking and analysis reports. Each gives you different insights to act on to <a href=\"https:\/\/userpilot.com\/blog\/churn-management-basics\/\" target=\"_blank\" rel=\"noopener noreferrer\">prevent churn<\/a> when monitored continuously.<\/p><p>We\u2019ll go through three important ones:<\/p><ol><li>Retention analysis <a href=\"https:\/\/userpilot.com\/blog\/cohort-analysis\/\">using cohort analysis<\/a> (retention cohort report)<\/li><li>Retention analysis using funnel analysis to understand where users drop off<\/li><li>Retention analysis using <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement score<\/a><\/li><\/ol><p>Let\u2019s start!<\/p><h3><strong>1. Retention analysis using cohort analysis (retention cohort report)?<\/strong><\/h3><p><a href=\"https:\/\/userpilot.com\/blog\/cohort-retention-analysis\/\">Cohort retention analysis<\/a> tracks customer lifecycle over a defined period (usually twelve months) to detect a \u201csensitive\u201d month when most paying users stop using the product.<\/p><p>A <a href=\"https:\/\/userpilot.com\/blog\/cohort-analysis-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">cohort analysis report<\/a> also helps you detect retention rate fluctuations:<\/p><ul><li>What month do adopted users drop off the most?<\/li><li>How many new users leave after the first month of engaging with your product?<\/li><li>What user cohort sticks or churns the most?<\/li><\/ul><figure style=\"width: 2850px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/e05242e0-8238-4314-ac5f-0737c2dff82c-scaled.png\" alt=\"Retention cohort report in Userpilot.\" width=\"2850\" height=\"1650\" \/><figcaption class=\"wp-caption-text\">Retention cohort report in <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/figcaption><\/figure><p>We\u2019ve talked in more detail about <a href=\"https:\/\/userpilot.com\/blog\/cohort-analysis-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">performing a cohort analysis here,<\/a> so here is a short recap of what insights you can get:<\/p><ul><li>Overall, what is the <a href=\"https:\/\/userpilot.com\/blog\/increase-product-stickiness-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">stickiness<\/a> of your product? Is your current product version viable?<\/li><li>How many new customers do you need to acquire every month to remain profitable?<\/li><li>Do marketing campaigns attract <a href=\"https:\/\/en.wikipedia.org\/wiki\/Qualified_prospect#:~:text=A%20prospect%20is%20an%20organization,or%20services%20of%20the%20seller.\" target=\"_blank\" rel=\"noopener noreferrer\">qualified prospects<\/a>?<\/li><li>Look out if product updates you made (new feature releases, major bug fixes, etc.) lead to recurring revenue growth.<\/li><\/ul><p>As for final words, I\u2019ll highlight that conducting cohort analysis is of paramount importance for keeping your SaaS business alive and lucrative.<\/p><p>Creating cohort retention reports is easy with a no-code tool like <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>. All you need to do is select the right events and choose the time range for the report. Userpilot also shows the <a href=\"https:\/\/userpilot.com\/blog\/retention-curve\/\">retention curve<\/a> &#8211; this data visualization style helps to view retention at a quick glance.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/e7786d00-2093-4174-807b-a97753dba5eb.png\" alt=\"retention-curve-in-userpilot\" width=\"2880\" height=\"1642\" \/><figcaption class=\"wp-caption-text\">Retention curve in Userpilot.<\/figcaption><\/figure><h3><strong>2. Retention analysis using funnel analysis to understand where users drop off<\/strong><\/h3><p>The next crucial thing to analyze is how users progress through their journey. Thanks to different <a href=\"https:\/\/userpilot.com\/blog\/funnel-optimization-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">funnel analytics tools<\/a>, you can detect what steps cause friction in the <a href=\"https:\/\/userpilot.com\/blog\/user-flow\/\">user flow<\/a>.<\/p><p>For instance, Google Analytics shows how users navigate your website and <a href=\"https:\/\/userpilot.com\/blog\/ux-analytics-saas\/#Is-Google-Analytics-data-visualization-enough?\" target=\"_blank\" rel=\"noopener noreferrer\">map their behavior<\/a>.<\/p><p>You can build the same funnel but for tracking in-app events by using an analytics tool like <a href=\"https:\/\/userpilot.com\/blog\/userpilot-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/p><p>When set up, the tools gather data on how customers evolve through their journey and how they reach specific milestones.<\/p><p>To illustrate, below is an example of a funnel analysis. As you probably noticed, many users drop off when moving to stage 3.<\/p><p>Armed with these insights you now know what needs to be improved in order to improve retention metrics.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/ade0eb47-6c01-4538-b815-44b42cbbc6e6-scaled.png\" alt=\"funnel-analysis-userpilot\" width=\"2880\" height=\"1626\" \/><figcaption class=\"wp-caption-text\">Funnel analysis in Userpilot.<\/figcaption><\/figure><h3><strong>3. Retention analysis using customer engagement score<\/strong><\/h3><p>A <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement score<\/a> shows you how healthy your customers are. In other words, assigning a score to their engagement lets you understand the early signs of churn.<\/p><p>The engagement score takes into account users\u2019 interactions with your product\u2019s key features and calculates a score for each user.<\/p><p>To find out your customers\u2019 engagement score, follow these steps:<\/p><ol><li>Identify <a href=\"https:\/\/userpilot.com\/blog\/event-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">key events<\/a> and define what engagement means for your product<\/li><li>Assign an <a href=\"https:\/\/userpilot.com\/blog\/customer-effort-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">engagement score<\/a> to each completed event<\/li><li>Calculate the event value for each event (multiply the event value by the number of times the user performs that action)<\/li><li>Then sum up the totals for each user based on the actions they perform and how they engage with your product<\/li><\/ol><figure style=\"width: 800px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/customer-engagement-score-metric-calculation-retention-analysis_515cb0e42bb0ab44156d9cab03729c3f_800.png\" alt=\"customer-engagement-score-metric-calculation-retention-analysis\" width=\"800\" height=\"467\" \/><figcaption class=\"wp-caption-text\">How to calculate CES.<\/figcaption><\/figure><p>We\u2019ve covered the main ways to perform a retention analysis, now let\u2019s look at some ways you can use those insights to reduce churn.<\/p><h2><strong>Customer retention strategies to streamline retention efforts<\/strong><\/h2><p>Here are four effective customer retention strategies you should try implementing in your SaaS to drive growth.<\/p><h3><strong>Identify potential churn and retention patterns to drive growth<\/strong><\/h3><p>NPS surveys will play a massive role in identifying <a href=\"https:\/\/userpilot.com\/blog\/nps-detractors-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">detractors<\/a> and patterns associated with churn.<\/p><p>To do so, always ask a qualitative question to understand why users give you a certain score. Go through the answers and tag specific words they use.<\/p><p>You can do this using a product adoption tool like <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/p><p>Once you\u2019ve applied tags, you can identify patterns associated with low <a href=\"https:\/\/userpilot.com\/blog\/nps-metric\/\" target=\"_blank\" rel=\"noopener noreferrer\">NPS scores.<\/a> For example, \u201dmissing features\u201d and \u201dtoo expensive\u201d are two reasons for a low NPS and could also be the cause of churn.<\/p><p>Reach out to those users and offer help, maybe the features they are missing actually exist in your product or are on your roadmap.<\/p><figure style=\"width: 2850px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/39794c88-3005-4a7c-8f76-5c99df21214f.png\" alt=\"Userpilot NPS response tagging.\" width=\"2850\" height=\"1644\" \/><figcaption class=\"wp-caption-text\">Userpilot NPS response tagging.<\/figcaption><\/figure><p>Plus, pay attention to how promoters engage with your product. Which features do they use? What makes customers happy and drives stickiness?<\/p><p>Create <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app guidances<\/a> to help others discover and engage with those features.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/8bd57ba1-0380-4207-84a4-53347e3749a2.png\" alt=\"Creating-tooltips-userpilot\" width=\"2880\" height=\"1624\" \/><figcaption class=\"wp-caption-text\">Creating a tooltip in Userpilot.<\/figcaption><\/figure><h3><strong>Increase customer satisfaction and drive retention with feedback surveys<\/strong><\/h3><p>Use <a href=\"https:\/\/userpilot.com\/blog\/microsurveys-saas-product\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app microsurveys<\/a> to collect contextual customers\u2019 opinions toward particular features.<\/p><p>For example, run feature feedback surveys with an open-ended question after a new <a href=\"https:\/\/userpilot.com\/blog\/feature-release\/\" target=\"_blank\" rel=\"noopener noreferrer\">feature release<\/a> to see if users like it or not.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/e3dfb458-c05d-4440-920a-69e8e47addce.png\" alt=\"microsurveys-userpilot\" width=\"2880\" height=\"1626\" \/><figcaption class=\"wp-caption-text\">Create micro surveys with Userpilot.<\/figcaption><\/figure><h3><strong>Use churn surveys to understand why users leave and improve<\/strong><\/h3><p>Implementing <a href=\"https:\/\/userpilot.com\/blog\/churn-surveys-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">exit surveys<\/a> will help you understand the main reason users churn.<\/p><p>This is called <a href=\"https:\/\/userpilot.com\/blog\/user-offboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">user offboarding<\/a>. You not only understand why they leave, but you also get the chance to offer them an alternative to churning.<\/p><p>Here\u2019s a great example of an exit survey sequence created in Userpilot.<\/p><p>First, frame the reason why a customer is about to leave.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/7c3188b9-622e-4d11-9098-297fdc949ba7.png\" alt=\"Userpilot-churn-survey\" width=\"2880\" height=\"1638\" \/><figcaption class=\"wp-caption-text\">Userpilot churn survey.<\/figcaption><\/figure><p>Next, show a personalized alternative based on the user\u2019s answer to the first question to <a href=\"https:\/\/userpilot.com\/blog\/churn-prediction\/\" target=\"_blank\" rel=\"noopener noreferrer\">prevent churn<\/a>.<\/p><figure style=\"width: 2850px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/3ef3685a-b246-4347-ae0b-e6f1193c5147.png\" alt=\"Userpilot-exit-survey-follow-up.\" width=\"2850\" height=\"1630\" \/><figcaption class=\"wp-caption-text\">Userpilot exit survey follow-up.<\/figcaption><\/figure><h3><strong>Offer in-app self-service support to retain customers&#8217; <\/strong><\/h3><p>Adding a <a href=\"https:\/\/userpilot.com\/blog\/15-saas-best-help-center-designs\/\" target=\"_blank\" rel=\"noopener noreferrer\">help widget<\/a> can increase customer retention as users will have access to self-service support when they need it instead of waiting to get answers from your support team.<\/p><p>An <a href=\"https:\/\/userpilot.com\/blog\/help-center-widget\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app resource center<\/a> can equip your users with multiple resources to facilitate problem-solving \u2014 <a href=\"https:\/\/userpilot.com\/blog\/user-documentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">documentation<\/a> articles, guides, <a href=\"https:\/\/userpilot.com\/blog\/video-tutorials\/\" target=\"_blank\" rel=\"noopener noreferrer\">video tutorials<\/a>, contact customer service rep if needed, etc.<\/p><p>You can easily build this inside your product and add resources relevant to your users, using <a href=\"https:\/\/userpilot.com\/blog\/resource-center-editor-userpilot\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>. Here\u2019s how it might look.<\/p><figure style=\"width: 2880px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2025\/11\/b924df33-6020-453e-94d3-ebfb22392f22.png\" alt=\"In-app-resource-center-userpilot\" width=\"2880\" height=\"1628\" \/><figcaption class=\"wp-caption-text\">Create an in-app resource center with Userpilot.<\/figcaption><\/figure><h2><strong>Conclusion<\/strong><\/h2><p>Knowing your customer\u2019s lifetime value or what user segment generates you big money is essential for your business to survive.<\/p><p>Conduct customer retention analysis and make your customers stick with you for good. For more resources, see our top <a href=\"https:\/\/userpilot.com\/blog\/customer-retention-management\/\" target=\"_blank\" rel=\"noopener\">7 customer retention strategies<\/a> post!<\/p><p>Ready to act on your retention analysis insights? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot Demo<\/a> and get started.<\/p><div class=\"poptin-embedded\" data-id=\"72c5a6c93f565\"><\/div>","protected":false},"excerpt":{"rendered":"<p>To understand whether your SaaS company will succeed, you first need to conduct a customer retention analysis to look at important growth metrics. This data will help you understand how and why users churn. We&#8217;ll show your everything you need to know about getting started with retention analysis and how to use the insights to reduce churn.<\/p>\n","protected":false},"author":51,"featured_media":12069,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[82,290],"tags":[285,787,207,327,534,263,85,573,355],"class_list":["post-12067","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-growth","category-updated","tag-customer-retention","tag-customer-retention-analysis","tag-customer-retention-strategies","tag-growth-metrics","tag-how-to-reduce-churn","tag-reduce-churn","tag-saas","tag-saas-growth-metrics","tag-saas-metrics"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ 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