什么是SaaS客户留存率？

SaaS customer retention rate (CRR) is the percentage of paying customers a SaaS business keeps over a period, so it can never exceed 100%. SaaS 客户留存是指企业持续拥有大量长期付费客户使用 SaaS 业务产品的能力。这是 SaaS 成功的关键指标，因为这种商业模式的主要收入来源是通过订阅获得的。

Customer retention rate, or CRR, is another important SaaS 指标 用于计算在给定时期内保留的客户百分比。它使用以下公式确定：

CRR = (Number of customers at the end of a period – Number of customers acquired during the period) / Number of customers at the start of the period * 100

A good customer retention rate is relative and may differ depending on the nature of the business, the market segment chosen, and even the type of product. For SaaS businesses, customer retention is often lower in the initial stages and tends to adjust as the business scales and aligns with product-market fit (ChartMogul).

ChartMogul’s 2025 benchmarks measure revenue rather than customers: the median net revenue retention (NRR) of companies with at least $250k ARR (ChartMogul, December 2025).

B2B SaaS keeps far more of its revenue than consumer SaaS. Price matters within every category too: products selling above $250 a month retain at rates matching classic B2B SaaS (ChartMogul, December 2025 analysis). Median NRR also runs 10 to 20 percentage points higher on annual plans than on monthly ones (ChartMogul retention report).

There is no universal index for SaaS customer retention. What constitutes an ideal CRR will closely depend on your unique situation. The best way to go about it is to monitor your own CRR trend over time and compare it to that of your competitors or industry.

Net Revenue Retention (NRR) is the percentage of original recurring customer subscription revenue plus upsell/cross-sell revenue retained for a period within a certain time frame. CRR counts customers, so it can never exceed 100% (ChartMogul). Only 净收入留存率 can, because it adds expansion revenue.

• 关注客户满意度： 要实现客户满意度最大化，需要为目标客户创造巨大的新价值。
• 积极的客户互动： 与客户保持定期沟通并提供支持。
• 数据驱动的决策： Measure key metrics regularly and base changes, such as to 定价策略, on the data.
• 持续的产品改进： 根据客户反馈更新您的产品。
• 投资于客户成功： 建立专门的团队，在客户使用您的产品时帮助他们实现目标。

忠诚和满意的客户是任何SaaS企业的基础；因此，客户满意度仍然是一个关键因素。