Impacting churn before it happens

May 28, 2014

Any company who has an online service, eventually experiences churn. It's important to know is that churn is a lagging indicator. By the time a customer churns, it is too late to reverse the course. Asking them if they are about to churn will not help you either. Research shows that 80% of unhappy customers won't even fill out survey to warn you before they churn. The #1 driver of customer retention is knowing how your customers use your product, to understand the value they get from it. Usage & engagement are the true leading indicators of customer health.

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