7 ms·

Making churn an actionable metric

• nimble 13y ago
  > Essentially this means that if we can make a customer stick with us longer than three months, they will stay. This isn't true (try making your service free for the first three months and see what happens!) and is the wrong way to think about. You need to dig deeper to understand why they're leaving. Part of it probably has to do with three months as a habit forming period, but some percentage probably decide your service isn't worth it for them.
  • m4xt3r 13y ago
    Yes, sure. Making them stick = eliminating the reasons why they leave.
    • nimble 13y ago
      My point was that learning that they leave most frequently in the first three months might not be the Eureka moment the post implies.
      • m4xt3r 13y ago
        It wasn't a surprise that most cancellation happen during the first three months. I just didn't expect the number to be so huge.