Gainsight Glossary

Measuring Customer Attrition

A combination of market forces converged to spark the rapid growth of the Software-as-a-Service (SaaS) and broader Cloud Computing market. The growing interest in these “on-demand” service alternatives to traditional, on-premise applications and systems has also created greater challenges for aspiring SaaS/Cloud solution providers.

The economics of the SaaS/Cloud marketplace make it imperative that service providers implement solutions for measuring customer attrition to maximize their profitability and sustain their businesses.

Providers must have unprecedented insight into their customer’s preferences while measuring customer attrition to ensure long term satisfaction. They must know which features their customers like and be able to quickly remedy solution characteristics which don’t appeal to their customers. Gainsight provides ways to measure and take action on attrition risk.

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