Why Retention Matters More Than Acquisition for Startups

Most founders know how many customers signed up last month. Almost nobody knows how many left. This session is about the second number: why retention is the clearest signal you have built something people want, how to find the leak, and why the customers you already have are the cheapest growth you will ever get. Recorded live on Thursday, September 17th. I run a free session for founders every Thursday at 6:30 PM (GMT+1), a different topic each week. Upcoming sessions: https://luma.com/user/StartupAdvisor 00:00 The question founders go quiet on 03:20 The leaky bucket 04:30 The 2 numbers to know every month 06:45 Why staying is the only real proof 08:50 The 3 kinds of churn, and where people drop out 13:05 Pour faster or fix the hole: the maths 15:35 The order of operations 17:24 Quick pause 17:24 Talk to the people who left 19:55 Fix the first 10 minutes 21:35 What retention looks like, and the monthly review 25:15 Your cheapest growth is already here 27:15 When it's safe to spend on growth again 30:40 Recap and your bucket list More about Charles at https://www.yourstartupadvisor.com #startups #founders #customerretention #churn