There is a moment in the life of every early-stage subscription business when they have to face down a potentially lethal churn rate. Early on at Salesforce, we had a quarter where we lost more subscribers than we acquired. That was tough. We had the same experience at Zuora. Back in the Qwikster days, Netflix had a quarter where its total subscribers decreased. Everyone goes through it. As opposed to the “WTF Moment,” the technical term for this situation is the “Oh Shit Moment.”
