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The Essential Guide to Churn – Customer Success Software | Gainsight

In the modern marketplace, the consumer holds the power. That’s especially true in the SaaS or recurring revenue realm: buyers have access to a virtually infinite array of software solutions, and saying sayonara to any one of them is as easy as clicking “cancel service.” So, how do you stop your customers from getting to that point and walking out the metaphorical door? Well, as the old saying goes, you can’t manage what you don’t measure, and in this day and age, the business metrics that provide the most actionable data are those that measure performance at the customer level. These are the data points that will tell you whether your business can sustain its current performance in the long term. And the big kahuna of customer-level metrics is—you guessed it—churn rate.

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