Key Metrics for a SaaS Business

key metrics for a saas business

Hind Chtibia

Business Analyst

2 November 2023

As the proprietor of a SaaS business, it is imperative to consistently monitor specific metrics. That is to obtain a thorough comprehension of the overall health of your business. Although it is feasible to track numerous metrics, concentrating on a limited number can offer a profound and practical perspective of your business. In this piece, we will delve into nine essential key metrics for a SaaS business. they encompass a range of facets within your organization, including revenue generation and customer contentment.

Key Metrics for a SaaS Business

1. Rate of Customer Attrition

Customer attrition, also referred to as churn rate, is an unfortunate yet inevitable aspect of any business. However, comprehending and effectively managing churn is imperative for the advancement of a SaaS business. The customer attrition rate denotes the percentage of customers who discontinue using your product or service within a specific timeframe. This metric encompasses both customer churn and revenue churn. While customer churn provides insight into the proportion of customers lost, revenue churn offers a more comprehensive understanding of business performance. That is by illustrating the monetary value lost due to churned customers. Consistent endeavors must be undertaken to diminish the customer attrition rate. Necessitating an understanding of the reasons behind customer departure and developing strategies to encourage customer retention.

2. Recurring Monthly Income (RMI)

RMI serves as an indicator of the reliable and contractual sources of revenue within your subscription-based enterprise. It quantifies the monthly income acquired by a SaaS company. By the recurring payment structure, a company can anticipate its forthcoming earnings. Also, rendering the SaaS business model highly appealing to aspiring entrepreneurs. Assessing the progression of RMI offers valuable insights into the long-term performance of your enterprise. And also, serves as a reliable metric for gauging its momentum.

3. Average Income Per User (AIPU)

AIPU serves as a metric to gauge the monetary value generated from each user or unit. It signifies the revenue derived from an individual user. When the cost of acquiring a customer surpasses the AIPU, it implies that the business is incurring more expenses than earnings, thereby posing a potential risk. Consequently, enterprises should strive to consistently enhance the AIPU while concurrently reducing the CAC to ensure profitability.

Average Income Per User (AIPU)

4. Value of a Customer Over Lifetime (VCL)

The VCL, or customer lifetime value, serves as a forecast of the overall financial gains. It is associated with a customer throughout their entire relationship with a company. It provides a comprehensive overview of the total revenue generated by a customer during their subscription tenure. Grasping the concept of VCL is of utmost importance. In the development of sustainable customer engagement strategies and also the enhancement of customer retention. Moreover, it aids in determining the appropriate expenditure on customer acquisition efforts.

5. Cost of Acquiring a Customer (CAC)

The Customer Acquisition Cost (CAC) serves as a crucial metric in gauging the financial investment required for sales and marketing efforts aimed at attracting new customers. It encompasses various expenditures, including advertising, personnel remuneration, content creation, and more. For sustained profitability, it is imperative for the Value of Customer Lifetime (VCL) to significantly surpass the CAC. Conversely, if the CAC exceeds the VCL, the business incurs financial losses for each customer acquired.

6. Rate of Conversion from Trials

The measure of the conversion rate from trials is an essential metric that signifies the proportion of users who transitioned from trying out your service to becoming paying customers. A lower conversion rate is indicative of potential issues with the onboarding process, the product itself, or the pricing strategy. Gaining an understanding of this indicator enables the identification of obstacles in the customer acquisition process and facilitates optimization for enhanced conversion rates.

Rate of Conversion from Trial

7. Rate of Conversion from Freemium

The conversion rate from freemium mirrors the conversion rate from trials but specifically pertains to users of your freemium product. It provides insights into the reasons behind the lack of transition from free users to paying customers. A low conversion rate from freemium could suggest that users perceive insufficient value in your paid offerings or that they can fulfill all their needs through the free tier.

8. Income from Expansions

Income derived from expansions refers to the supplementary revenue generated by current patrons through the implementation of upselling and cross-selling strategies. This revenue stream materializes when customers opt for higher-tiered packages, procure supplementary enhancements, or exhibit increased utilization of products with usage-based pricing models. Remarkably, this form of income generation proves to be relatively effortless and cost-effective, because selling to existing customers incurs fewer expenses compared to the acquisition of new clientele.

9. Promoter Score Net (PSN)

The PSN metric serves as a valuable gauge of customer satisfaction, offering insights into the overall satisfaction level among customers. This metric proves particularly beneficial for nascent businesses in gauging the alignment between their offerings and market demand. Elevated PSN scores are indicative of contented customers who are inclined to advocate for the product, thereby fostering organic expansion.


It is of utmost importance to not only monitor these indicators but to also take decisive actions based on the insights they unveil. These key metrics for a SaaS business offer a distinct vantage point on the wellness of your SaaS enterprise, and collectively, they offer a comprehensive overview of the company’s performance. However, the true value lies in utilizing these indicators to make well-informed choices and implement strategic measures that foster business expansion. It is crucial to bear in mind that while analysis holds significance, it is action that genuinely propels growth and triumph in your SaaS venture.

When exploring the world of key metrics for a SaaS business, it is advisable to engage Altcode Solutions as your strategic collaborator. By working together, we can fully unleash the potential of your SaaS venture, transforming data-driven insights into tangible achievements. Contact us today to embark on a journey that will enhance the performance and profitability of your SaaS business. With Altcode Solutions by your side, success in the realm of SaaS metrics is within reach.

Hind Chtibia

Business Analyst

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