The Retention Moat Audit: 5 Questions That Reveal How Defensible Your SaaS Actually Is

Ask most SaaS product leaders why customers do not churn. The answers come back vague. "They're sticky." "Switching is painful." "Our customers love us." "Our NRR (net revenue retention) is strong." None of that is wrong. But none of it is a moat. Low churn is not a moat. It is a lagging indicator o