Listening to your customers (and acting on their feedback) directly impacts churn.

• User churn is the number of customers you’re losing in a given timeframe (typically per month or year).
• Revenue churn, which is arguably even more important, is the amount of revenue you’re losing in a given time frame due to downgrades or cancellations.

Churn can most basically be defined as resources lost in a given period of time. Typically it’s referring to users or revenue lost and is usually represented with either a percentage or dollar amount.

A great onboarding process helps companies:

Here are a few signs/red flags that you might have a churn problem:

Ask your customers why they are cancelling. Make sure you customize the cancellation reasons in your survey based on your product.

You can build Customer(or Brand) Loyalty by:

Typically, one of two things happens when your customer’s payment fails: