Josh Pitzalis

Revenue retention is down to people paying for your product. User retention is about them using it. Revenue is too chunky a measure to do anything useful with.  If you have monthly subscriptions, you’ll get one data point a month. Yearly contracts only make this worse.If people don’t use your product, they might still pay you.…

A friend of mine is starting a business around personalised yoga instruction on Zoom. He called me up and asked if retention is something they should be thinking about this early in the game.My answer was YES. On the one hand, working on retention makes more sense when you have at least a year of behavioural data.…

Most teams wait till people stop using their app before asking them why they left. This makes sense. You can always improve your chances of getting responses if you speak to people before they leave. You just have to ask them why they’re using your product less.This involves investing in analytics that helps you understand how…

When measuring Churn, it’s important to understand if people are leaving because they couldn’t use your product, if they didn’t like it, or if you’re just dealing with happy churn. Happy churn is when someone reaches the end of the rainbow. They no longer need your product because they’ve dealt with their problem. Happy cows will…

The best way I’ve found to measure retention is to plot a retention curve.A curve shows you the average number of people that come back and use your product over time. Before you can build a curve you have to define what “using your app” means. If you do rideshare it’s probably booking a cab,…