Why are we obsessed with top-of-funnel signups when retention is what keeps us alive?
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Celebrating 100 new signups feels great on social media, but losing 5 paying customers quietly in the background kills your business. When we switched from free to paid, our metrics completely inverted acquisition became secondary, and retention became our entire survival story.
A missed signup is just a lost opportunity, but a cancelled subscription is a leak in a boat you worked months to build.
Should founders completely ignore top-of-funnel acquisition until they've solved customer retention?
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I completely agree with the philosophy that unless you have identified and fortified your customer acquisition strategy you should not get into GTM phase at all. All of top of the funnel numbers are vanity metrics to make the less business savvy happy. Customers vote with their credit cards, keep your path to capturing it clean and intuitive.