Churn gets a lot of bad press. Yes, it is complex and confusing, but as a metric, it is helpful. In the early stages of building a company, churn gives you quick feedback, which other metrics seldom ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

We’re living in the age of the customer. Thanks to the proliferation of data, customers are more informed than ever before. There’s been a seismic shift in the power dynamic between businesses and ...

Though gathering and sharing data is of vital importance, brands can only actually reduce customer churn if they take action on what they learn. One of the biggest goals that I see companies set is ...

Many years ago, a colleague, a client and I were walking through the central area of Brussels trying to decide where to eat. The hosts at every restaurant we passed called out to us, saying almost ...