The nuance and complexity of retention costs The “Growth at All Costs” era has come to an end. In similar fashion, so has “Retention at all Costs.” This week, we’re tackling a tricky metric: Cost to Retain. As SaaS company boards continue to sharpen their focus on efficiency (a.k.a., profitability), it’s becoming essential to understand what it truly costs to keep customers. Full credit for this post goes to our friends Ray Rike and Dave Kellogg who expounded upon Cost to Retain in their SaaS...