Customer Success Glossary

Welcome to our list of common Customer Success terms. Keep up with our continually evolving industry and empower yourself with the latest Customer Success terms, definitions, and knowledge.

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Customer Churn

Customer churn is the % of customers lost over a given time frame, typically a month. It is sometimes called customer attrition, customer turnover or customer defection. You can also think of customer churn as the opposite of customer retention.

Why Understanding Customer Churn is Important

Understanding and tracking customer churn is important because you can use churn data to evaluate how well you’re retaining customers. You can then perform a churn analysis to figure out why you’re losing customers and implement churn management strategies in order to prevent customer churn and increase retention.


Churn Journey Template

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