Dealing with churn, is one of the most important elements of building a subscription business.  While some churn is inevitable over time, too much churn indicates a more fundamental problem: customers aren't finding value in your product.  

I wrote an article over at GigaOm on this subject including some examples about how to reduce churn from my experience at MySQL and Zendesk.

Having churn is like rowing a leaky boat. After a while, you spend more time bailing water than moving forward. By contrast, organizations that focus on reducing churn will find that their revenue grows every quarter.

To accurately measure what’s going on, you should begin by breaking out churn (customer cancellation) from …

Last fall, before I joined Zendesk, I took a role as an Executive-in-Residence at Scale Venture Partners. A lot of people asked me about this, so I've written an article at GigaOm that describes my thought process and what I ended up working on.

While there are as many variations on the EIR position as there are venture firms, there are two flavors, generally speaking: Entrepreneur-in-Residence and Executive-in-Residence. Most firms have some experience with Entrepreneur-in-Residence programs. Essentially, they give office space, coffee and food to a proven entrepreneur so he or she can spend a few months researching or prototyping a new …

I wrote a guest column for GigaOm on how open source software, cloud and software as a service are helping to bring about the consumerization of IT: namely bringing simplicity where complexity reigned.  I cited some examples including New Relic, Box.net and Apple.

Open source has gone a long way toward putting power back in the hands of developers, who can download, install and deploy software without having to go through any kind of convoluted sales or budget approval process.  You want MySQL?  You can download and install in 15 minutes, and you don’t have to …

WordPress Foundation formed. Reaction to Oracle-Sun approval. And more.

WordPress Foundation formed
# Matt Mullenwag launched the WordPress Foundation.

Reaction to Oracle-Sun’s EC approval
# In a memo Sun CEO Jonathan Schwartz encouraged the company’s employees to emotionally resign from Sun.

# EnterpriseDB and PostgreSQL co-founder Bruce Momjian issued a statement on the EC’s decision to approve Oracle-Sun.

# Mike Hogan …