It’s the end of the year, and your customers are busier than ever. They might not even remember signing up for your service—and if they do, it’s possible they don’t have the patience to figure out the system if they’re new, or your product very well may slip from their minds entirely if it’s not yet firmly part of their regular habits.
And so, customer churn sets in.
What is customer churn? It’s a complicated metric used to describe a simple act—people dropping off from your product. It’s most worrisome with SaaS products, for which returning users are critical for growth, but other small businesses can look at churn rates as well, including media companies, agencies, and other subscription-based companies.
So, what if your churn rate is so high that it’s troublesome? There are steps you can take to mitigate customer loss.