Customer Churn

Customer churn refers to the percentage of customers who stop using a product or service over a specific period of time. It is a key metric for understanding retention and whether customers are continuing to see value after onboarding and ongoing usage.

High churn often signals issues like poor experience, unresolved support problems, weak product adoption, or better alternatives in the market. Tracking churn helps teams identify where customers drop off, improve journeys and support, and protect revenue by reducing avoidable losses.