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Customer Education: make sure you're leading from the front 🏁
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STATE OF CUSTOMER CHURN 2023

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THE STATE OF CUSTOMER CHURN 2023 | GET YOUR COPY

Reports


WANNA PRE-EMPT YOUR CHURN RATES? WE'RE HERE TO HELP.


Grab your copy


We know how hard Customer Success Managers (CSMs), like you, work. We know it
can often feel like an uphill battle to retain your customers, but it shouldn’t
be like that.

To help make your life easier and allow you to focus on the strategies you’ve
inevitably put on the back burner, we’ve compiled the ultimate churn-busting
resource: The State of Customer Churn.



In this report, we surveyed a broad range of global CS professionals – of all
seniority levels – to find out the most beloved retention strategies, taking a
granular deep dive into the churn statistics to better understand how SaaS orgs
are handling churn cases.

(P.S. Did you know that our members can say adieu to form-filling and get the
report directly – in a mere two clicks?)


WHY WE’VE CREATED THIS REPORT

CSMs have the best job in the world: they get to work with incredible clients to
help them not only reach their goals but transform their way of working for the
better.

For some CSMs, it can seem like no matter how hard you work, churn’s always
around the corner. In fact, churn’s prevalence in the post-sales process has
warped it into the ultimate SaaS bogeyman. But it really shouldn’t be. Rather
than suffer in silence, we’re here to help.

Through analyzing the responses of hundreds of members of the customer success
community, we’ve pooled together their insights to find out four critical
things:

 1. How their onboarding process affects churn
 2. What strategies they’re using to pre-empt churn
 3. How they try to win customers back
 4. How they predict future cases of churn


HERE’S THE INSIDE SCOOP:


👀 The average monthly churn rate for B2B companies is 6.7%.

🗣️ CSMs who try to understand the causes of churn through methods like customer
exit interviews, feedback forms, and phone/video calls have, on average, a 5.1%
lower monthly churn rate than those who don’t bother to find out why their
customers leave.

⛔ 72.9% of customer success teams don’t have a win-back campaign in place for
customers.

💰 50% of survey participants don’t offer their at-risk customers a discount at
the point of renewal.

🔥 The top three measures for predicting churn were: utilizing product usage
data, noting if they aren’t engaging with the product, and using customer health
scores.

And that’s not all the good stuff. There are 70 more pages of pure
churn-crushing gold in the State of Customer Churn report.

Why not change the way you tackle churn at your company?

Transform your customer success strategy
Subscribe for free

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experiences, 24/7.

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