Customer Churn Rate
Manage and reduce your customer churn rate with Gainsight
Churn can be both stress-inducing and confusing, but it’s a necessary metric to indicate business health. Before you start calculating, it’s important to differentiate between your avoidable and unavoidable churn.
Avoidable churn rate: Includes instances of churn that can be remedied when the customer rediscovers value in your product/service.
Unavoidable churn rate: Includes instances of churn that cannot be remedied. What counts as unavoidable churn varies across businesses but can include when a sponsor moves companies, a customer goes out of business, or if a customer gets acquired.
Gainsight is the central source for your customer data, so it should be your go-to for churn-related information. With Gainsight you can:
- Know how a customer is using your product with Customer Scorecards that create a health score based on product usage, survey responses, and support tickets
- Proactively combat churn with alerts that trigger 90-days before a renewal date, giving you adequate time to address any concerns or struggles
- Track the progress of renewals in Cockpit
- Create personalized best practice Playbooks that guide customer success managers and account owners through step-by-step renewal processes