How can I reduce churn?

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  Permanently deleted user

  April 30, 2021 21:50

  This is highly subjective to your business but at a high level, here are some things to consider: 

  Look for patterns or trends for healthy vs. at-risk customer behavior. For example: 

  • Comparing feature usage
  • Comparing the daily/monthly 

  Develop triggers based on usage behavior to turn things around before renewal conversation happens

  • You can create user segments for visitors who have not used a feature/logged in 30 days. This will allow you to reach out more proactively and increase your chances of helping them reach value with your product/business.

   

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  Permanently deleted user

  May 07, 2021 00:50

  "Days active", "Time on site" and "Usage trending" are the 3 data points that first come to mind when assessing potential churn. Pull them into a report (either on the visitor or account level) and sort the column(s) to quickly identify the accounts that are trending towards risk.

  You can also create a segment based off days active to isolate your potential risk group. This will vary depending on the business and how often users typically log in (daily vs. weekly) but for example, you can define your "At risk" segment as visitors whose Number of Days Active is less than 3 within the last 30 days. Once you apply the segment to a report, you can use the Subscribe feature to get a weekly automated email to quickly identify if any new visitors/accounts have fallen into risk status. 

   

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