Customer churn is when existing customers stop doing business with a company. What you want in your business is negative churn. Negative churn happens when expansions, up-sells or cross-sells exceed the revenue you are losing because of churn.
- Infrequent log ins.
- Taking much longer to complete tasks than average users.
- Shorter visit times.
Once you track those metrics, it is easier for you and your team to find the underlying motivation why your customers churn. Also ask these 3 questions to better understand your customers.