Churn gets a lot of bad press. Yes, it is complex and confusing, but as a metric, it is helpful. In the early stages of building a company, churn gives you quick feedback, which other metrics seldom ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn. One of the biggest goals that I see companies set is ...

Your customers don’t really want to cancel. At least, not all of them. Between 15 and 30 percent of customers leave for reasons that are within your control. Tapping into these customers at the right ...

Monique Danao is a highly experienced journalist, editor, and copywriter with an extensive background in B2B SaaS technology. Her work has been published in Forbes Advisor, Decential, Canva, 99Designs ...

Many years ago, a colleague, a client and I were walking through the central area of Brussels trying to decide where to eat. The hosts at every restaurant we passed called out to us, saying almost ...

Gregory Ciotti is the marketing director at Help Scout. This post originally appeared on the Helpscout blog. Earning customer loyalty is an uphill battle, but it is always worth the effort. You’ve ...

You finally get traction. Customers sign up, revenue starts trickling in, and for the first time, the business feels real. Then, a few weeks later, Stripe notifications slow down. A customer cancels.