01
What is Customer Churn
Customer Churn vs Customer Retention
What Causes a High Churn Rate
Common Causes of Churn
02
How To Calculate Customer Churn Rate
A simple method to calculate customer churn
Calculating Churn Based on Averages
Example of Customer Churn Rate
What Is A Typical Churn Rate?
Reduce Turnover by Understanding Churn Rate
06
Reducing Customer Churn for SaaS
Communicate with Your Customers
Ensure Customers Adopt All Your Features
Rapid Onboarding
Maintaining Customer Success Effort
Maximizing Post-Sale Customer Management
Servicing the Customer
Real-time, ROI-focused Customer Success
Average Churn Rate for SaaS
Subscription Churn Rates
Gross Revenue Churn Rates
Net Revenue Churn Rates
Why SaaS Customers Churn
07
Churn Management Strategies
Track Customer Behavior
Set and Celebrate Goals
Accelerate Onboarding
Acknowledge Any Problems
Share Customer Data Across Your Enterprise
Identify Changes in Customer Operations
Use a Customer Success Platform
08
Preventing Customer Churn
Leading Causes of Customer Churn
Ways to Prevent Customer Churn
Reducing Churn in Low-Touch Models
Distinguishing voluntary vs. involuntary churn is very important to segment, as one is very preventable and can immediately be updated to increase retention - whereas the other is a lot harder to fix and more nuanced of an issue to address.
Involuntary churn occurs when a customer would like to buy from you again but is prevented from doing so through reasons beyond their control. This can happen for a number of reasons, including:
None of these reasons reflect dissatisfaction with your product or service.
In contrast, voluntary churn indicates that customers chose not to continue doing business with you for reasons such as:
These reasons involve a conscious decision by your customer not to buy from you again. Both involuntary and voluntary factors can cause a customer to churn.