Head of User Risk Strategy

How to reduce customer churn rate. Now that you know what churn is and the reasons behind it, let's look at the actual drivers. Fix time-to-value first. As many as 70% of SaaS customers churn within 90 days because of a bad onboarding experience. Solution: define the activation point (critical step which determines whether the customer will stick around or not), then focus on optimising for it. Address involuntary churn head-on. This is the easiest win. Simply adopt automated card account updaters, apply intelligent retry algorithms to failures, and shoot out dunning emails within 24 hours after any failure. Intelligent retry algorithms recover many more payments than single-retry algorithms Example: Slack has joined hands with Stripe to implement card account updaters and adaptive acceptance technology, which can automatically get updated card account information when cards expire and retry selected payments. Build predictive monitoring. Three things to track on a weekly basis for keeping customer churn rate in check are: * login frequency (any reduction by 30%+ is a huge red flag), * feature utilization (are they utilizing important features of the product?), * and support satisfaction (any negative tickets should be taken as a cue for their frustration). If any account shows more than one red flag at the same time, initiate CSM intervention calls immediately. CSNook helps you do that in real-time and in an automated way without any extra effort. Reduce buyer's remorse at renewal. Do not leave until the renewal cycle. Communicate quarterly results (usage patterns, value created), acknowledge successes, and introduce upgrades as "next steps" and not upsells. Have renewal discussions 90 days in advance, not 30 days behind schedule. Build beyond one champion. Engage two to three key decision-makers from the start. Update the entire team about product changes, not just the individual you work with. If your advocate moves on, the relationship does not go back to square one. It is the account manager's duty to ensure the relationship doesn't break Conclusion. Customer churn rate is the metric that decides between sustainable success and perpetual struggle. While most SaaS players are concerned about customer acquisition, the truly smart ones focus on churn. As Csnook can see from the figures, even a small increase in customer retention rates of 5% can increase your company's profitability from 25% to 95%. Those who treat the issue of reducing churn as a strategy priority and not as an emergency solution develop a predictable, profitable business. Instead of scrambling for new customers, they keep existing ones and develop them. It's time to start tracking this critical metric and act on it. Because in SaaS, retention is now the core growth driver. Common questions. What is churn rate and how does it differ from revenue churn? The customer churn rate calculates the number of customers lost during a period, irrespective of their value. Revenue churn calculates the monetary loss that comes from cancelled and downgraded customers. When two customers leave, the ratio is a 2% customer churn ratio, but their financial loss is totally different. How do you calculate customer churn rate correctly? Churn Rate = (Customers who Have Left / Total Customers at the Beginning of the Period) x 100. Example: There were 100 customers at the beginning of the period and 5 left. Churn Rate = 5%. Note: New Customers should not be counted in the denominator. What is a good churn rate for B2B SaaS companies? Anything less than 1% per month (which is equivalent to 5% per year) is considered healthy. The typical annual customer churn for B2B SaaS firms is 3.5%. Enterprise SaaS has an annual churn rate of 1-2%, due to the presence of lengthy contracts. New companies typically have a monthly churn rate of 6-8%. Why does churn rate matter more than just customer count? Losing 100 customers is scary compared to losing 5 - until you notice that the 5 customers were worth $10K per month. Churn will show you the true state of your business. High churn means having to replace constantly just to stand still; low churn equals exponential growth. How do you reduce customer churn rate effectively? The emphasis will be on the following key areas: the onboarding process needs to be fixed to ensure that customers attain their value quickly (70% of churn occurs within the first 90 days), handling of involuntary churn through payment retries and card updates, and predictive monitoring. Harshvardhan Verma Writes about what it actually takes to retain customers, grow accounts, and build a CS function that scales.

CRM.COM joins the Bank of England Digital Pound Lab. CRM is excited to share that CRM.COM has been selected to participate in the Bank of England's Digital Pound Lab. This is a significant milestone for CRM, allowing CRM to experiment with its wallet, real-time payments and commerce functions in the Digital Pound Lab. As part of the Lab, CRM will be developing and testing its own use cases around the potential digital pound, building on its established capabilities across more than 25 countries and integrations with leading payment systems including Stripe, SEPA and Paypal. Its participation within the Lab's simulated environment centres on a multi-merchant wallet model, where businesses can onboard onto CRM.COM and provide their customers with a branded digital wallet connected to the digital pound ledger. Its use cases span payments at micro and large merchants, tiered wallets with spend limits, and conditional commerce pools - enabling everything from family spending allowances to employee benefit programmes. CRM look forward to sharing its learnings as the Lab progresses. Product Marketing Manager, CRM.COM B2B SaaS Sales & Product Marketing nerd by day, growth whisperer by night. Here for the retention, not the churn.

Stripe vs Kunfupay: which payment gateway to choose if you sell to a Spain + Latin America audience (2026). Stripe or Kunfupay for creators and digital businesses: Kunfupay compare country access (Andorra, LATAM), local payment methods, tax model and fees in 2026. TL;DR: Stripe is an excellent payment processor with best-in-class technical quality and low processing fees where it operates. Kunfupay is built for creators who charge an audience spread across Spain and Latin America, or who operate from places Stripe won't onboard (like Andorra) - it adds local payment methods (PIX, Nequi, Yape, Mercado Pago, OXXO, Pago Móvil), a Merchant of Record model, and creator tools. Choose by where your money is and where your audience is, not by headline fee alone. Stripe is probably the first payment gateway that comes to mind, and for good reason: it's an excellent technical standard and the favorite of thousands of online businesses. But for a creator or digital business charging an audience spread across Spain and Latin America, the right question isn't "which is the best payment gateway in the world?" - it's "which one actually lets me charge my audience, wherever they are, from my country?" That's where Stripe and Kunfupay, the payment infrastructure for creators selling across Spain and Latin America, solve different problems. This comparison, updated for 2026, helps you choose based on where your money sits and where your audience lives. At a glance. | / | Stripe | Kunfupay | | Type | Payment processor (you are the merchant) | Payment infrastructure + Merchant of Record | | Sign-up from Andorra | No (requires a company in another country) | Yes | | Sign-up from LATAM | Mexico and Brazil yes; Colombia, Peru, Argentina, Chile, Venezuela no | Built to collect across all of LATAM | | Europe methods | Card, Bizum, SEPA, Apple/Google Pay | Card, Bizum | | Local LATAM methods | Limited, and only in the countries where it operates | PIX, Nequi, Yape, Mercado Pago, OXXO, Pago Móvil | | Tax model | You are responsible for invoices, VAT and compliance | MoR: Kunfupay handles invoicing, refunds and compliance | | Creator tools | Not native | Telegram, subscriptions, CRM, wallet | | Outbound payments (to your team) | Via Connect (country-dependent) | Yes, within the platform | What Stripe is. Stripe is a top-tier payment processor: robust infrastructure, excellent documentation, card, Bizum, SEPA, Apple Pay and Google Pay, and an API that's an industry reference. For an ecommerce store or SaaS registered in one of its supported countries, it's hard to beat on technical quality. Its processing fee is also very competitive. In Spain and the rest of the European Economic Area (EEA), Stripe charges 1.5% + €0.25 per transaction with a European card; 2.5% + €0.25 with UK cards and 3.25% + €0.25 with international cards from outside the EEA, plus a +2% currency conversion fee where it applies. As a benchmark for pure processing cost, that's low (rates vary by country and region). The important nuance for a creator isn't the fee - it's two prior questions: can I open an account from my country? and can my audience actually pay? What Kunfupay is. Kunfupay starts from a different premise: that a creator's audience across Spain and Latin America rarely pays by card alone, and that many creators operate from jurisdictions - such as Andorra - where international gateways won't even onboard them. Alongside card and Bizum for Spain, it processes the methods that actually move money in Latin America - PIX in Brazil, Nequi in Colombia, Yape in Peru, Mercado Pago in Argentina, OXXO in Mexico, Pago Móvil in Venezuela - and adds a monetization layer: access control for Telegram communities, recurring subscriptions, CRM, and a wallet you can use to collect from customers and pay your team in one place. It also runs on a Merchant of Record (MoR) model: Kunfupay acts as the registered merchant and takes on invoicing, refunds and tax compliance for the transaction, so you don't have to manage international billing yourself. Country access: the first barrier, and the quietest. Before comparing fees, you have to be able to open the account. And here Stripe leaves a lot of people out: Andorra: Stripe does not onboard Andorran businesses. The only route is to incorporate a company in a supported country, with the cost and complexity that involves. LATAM: Stripe operates in Mexico and Brazil, but does not onboard businesses in Colombia, Peru, Argentina, Chile or Venezuela, among others. To operate from those countries, again, you'd need to incorporate a company elsewhere. Kunfupay exists precisely for that gap: to onboard and collect from Andorra and reach a Latin American audience without setting up a corporate structure in another country. If you operate from the Principality or from much of LATAM, this line alone can decide the comparison. Payment methods: making sure your audience can pay. Even if you have an account, the second question stands: what does your audience pay with? Across much of Latin America, card isn't the primary method. In Brazil, PIX outpaces card; in Colombia, Nequi and PSE lead; in Peru, Yape; in Mexico, OXXO and SPEI; in Argentina, Mercado Pago. A gateway that leans mostly on card loses that audience at checkout - even in the countries where it is available. Kunfupay processes those local rails natively. It's the difference between a follower in Bogotá or Lima completing the purchase or abandoning it. Kunfupay cover this in detail in its guide to getting paid in LATAM. The tax model: processor vs Merchant of Record. This difference is conceptual and weighs more than it looks. With Stripe, you remain the merchant: Stripe processes the payment, but invoicing, each country's VAT, refunds and compliance are your responsibility (Stripe Tax helps calculate taxes, but it doesn't take on the registered-merchant role). With Kunfupay's Merchant of Record model, Kunfupay is the one listed as the merchant and takes on that burden: invoicing, refunds and compliance for the transaction. For a creator selling across several countries who doesn't want - and shouldn't have - to become a tax expert, that difference translates into hours saved and peace of mind. Fees: why this isn't a fee-vs-fee comparison. It's tempting to compare Stripe's "1.5% + €0.25" with Kunfupay's approximate 5-10% range and call it a day. But they don't measure the same thing: Stripe's fee is a processing cost. On top of it, you still carry your billing time, per-country VAT, refund handling, international-card surcharges (+3.25%) and currency conversion (+2%), and - if you operate from Andorra or an unsupported LATAM country - the cost of setting up and maintaining a company abroad. Kunfupay's fee is all-in: processing, local-method coverage, Merchant of Record (invoicing and compliance), creator tools and outbound payments. The honest comparison isn't "which charges less per transaction," but "which one actually lets me charge my audience, and how much work does it take off my plate." Always compare the real cost on the method your audience uses most, and against the total of everything you'd otherwise have to solve on your own. Fees change by method, volume and country, so confirm each platform's current terms before you decide. Which to choose for your case. Ecommerce or SaaS registered in a supported country, with a mostly European or card-paying audience: Stripe is an excellent option for technical quality and processing fee. Creator or digital business operating from Andorra: Kunfupay, because Stripe won't onboard you there. A LATAM audience (or a mixed Spain + LATAM one): Kunfupay, for its local-method coverage and for letting you collect without incorporating a company abroad. A membership, community or infoproduct business that also pays an international team: Kunfupay, for its creator tools, MoR model and outbound payments. Neither is "better" in the abstract. Stripe wins on technical depth and pure processing cost wherever it operates. Kunfupay wins on access from Andorra and LATAM, on reaching an audience across Spain and Latin America, and on taking the tax and operational side of collecting off your hands. Choose based on where your audience is and where you operate from. Faq. Can you use Stripe from Andorra? Not directly. Stripe doesn't onboard Andorran businesses; the only route is to incorporate a company in a supported country. Kunfupay does let you collect from Andorra without that structure. Does Stripe work across all of Latin America? No. Stripe operates in Mexico and Brazil, but doesn't onboard businesses in countries like Colombia, Peru, Argentina, Chile or Venezuela. To operate from there you'd need to incorporate a company abroad. Is Kunfupay more expensive than Stripe? They don't measure the same thing. Stripe's fee is a processing cost (from 1.5% + €0.25 with a European card); Kunfupay's fee (an approximate 5-10% range) includes processing, local methods, Merchant of Record and creator tools. You have to compare the real total cost, not just the per-transaction fee. Who handles invoices and VAT? With Stripe, you do - you remain the merchant. With Kunfupay's Merchant of Record model, Kunfupay is listed as the merchant and takes on invoicing, refunds and compliance for the transaction. Ready to start monetizing your digital project? Collect globally, manage your money, and spend without limits. All from one place.