Is acquiring new users or reducing churn harder?

Question

For me it seems like the latter, since it usually means you have to change your product rather than marketing method

Whar do you think?

André J · Accepted Answer

Depends on so many factors. Stickiness, type of product, market need cycles. list goes on.

Rashid Khasanov · Answer

Reducing the churn is 10x harder than acquiring new customers.

Rakesh Edavalath · Answer

Reducing churn is probably a much more difficult problem (especially in B2C or SaaS PLG motion).

You can throw money and solve acquisition problem to a large extend (if you are not worried too much about CAC).

Retention is 100X harder because your customer needs to find value in your product (and in most direct user sign-up cases, you get maybe a few minutes or less of customer's attention to prove your worth). Thats extremely tough!

Shai · Answer

Few red flags causing churn rates to increase.

🛑 Neglect user onboarding.
🛑 Ignore user feedback.
🛑 Neglect customer support.
🛑 Lack personalization.
🛑 Provide a poor user experience.
🛑 Ineffective communication.
🛑 Overwhelm users with marketing messages.

Luke Button · Answer

agreed, If you can't acquire new users you don't have pmf

Igor Lysenko · Answer

It's harder to shoot the flow. The product is easier to change than the whole structure.

Is acquiring new users or reducing churn harder?

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