My finance director's advice on churn was dead wrong for our size

She pushed us to copy enterprise playbooks and invest in a 24/7 support team back in March, but we only have 40 clients. We burned $18k before realizing that a weekly check-in call with each account did far more to keep them renewing, and the costing was a fraction of that. Has anyone else found that standard SaaS retention advice works against smaller customer bases?

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