Land and ExpandvsChurn Rate

Land and Expand is a B2B sales motion where you sell a small, low-friction deal to a single user or small team within a large organization (the 'land'). Once value is proven, you systematically upsell more seats, higher tiers, or cross-sell to other departments (the 'expand'). This strategy bypasses slow, top-down enterprise procurement cycles.

Churn rate measures the percentage of customers who cancel or stop paying during a given time period. It is the silent killer of SaaS businesses — even a small monthly churn compounds into massive annual losses. A 5% monthly churn sounds manageable, but compounded over 12 months, you lose 46% of your customer base. To maintain the same revenue, you need to acquire enough new customers to replace nearly HALF your base every year. This is why the best SaaS companies obsess over churn — Slack's monthly churn below 1% means they retain 89% of customers annually, creating a compounding revenue machine.

The 'Land and Die' trap. Startups focus entirely on making the initial sale frictionless but forget to build the administrative controls, security features, or multi-department functionalities required to actually expand the account. You end up with 100 isolated $20/month accounts in a massive corporation, none of which ever grow into a $50k/year enterprise contract.

The trap is tracking only 'logo churn' (customers lost) and ignoring 'revenue churn' (revenue lost from downgrades). You could have 3% logo churn but 8% revenue churn if your largest customers are downgrading. Revenue churn is more dangerous because it hits your top line harder. The second trap: calculating churn from the wrong denominator. Always use start-of-period customers, not end-of-period or average. Using end-of-period inflates your denominator and makes churn look artificially low.

Intentionally build 'intra-company virality.' Force users to invite colleagues to complete core tasks (e.g., sharing a design, assigning a ticket, or transferring a file). Then, install a paywall when a specific threshold of cross-department collaboration is reached, forcing an enterprise upgrade.

Calculate two churn metrics monthly: Logo Churn = Customers Lost ÷ Start-of-Month Customers × 100. Revenue Churn = MRR Lost (cancellations + downgrades) ÷ Start-of-Month MRR × 100. Implement an exit survey on your cancellation page to identify the #1 reason people leave — the top reason is usually fixable. Target: under 5% monthly for SMB SaaS, under 2% for mid-market, under 1% for enterprise.