Glossary

Customer Churn

Businesses can no longer sell a product or service and move on. Whether it’s subscription, utility, freemium or other ongoing pricing, companies are earning more of the “lifetime value” of the customer over time. This means that customer churn has become the single most important metric to monitor and understand. And that’s what Gainsight does – it focuses relentlessly on customer churn and customer retention.

As customers interact with your business online, they leave a digital breadcrumb trail of information leading to insights on the value they ascribe to your business. Feature usage data, survey responses and even social media commentary can help you identify happy customers from the otherwise disengaged. This is how Gainsight analyzes customer churn and helps you to understand how to retain customers.