For SaaS businesses, customer churn is often a key metric on which the success of the business is measured. In fact, customer success as a department and a job role was born out of the need for SaaS companies to monitor and mitigate churn.

But as the reaches and impact of customer success evolve, it has the ability to not only regulate churn, but to be proactive against it when focused on user adoption, as well as retention, expansion, and advocacy. Instead of developing strategies that only react to churn, we see it as imperative to prevent churn in the first place with strategies and processes that build stronger foundations for users and set the stage for continued success.

Every department influences churn or is influenced by it in one way or another. Product managers, for instance, develop new products and iterations, so their work has a direct impact on the customer experience and whether or not users are successful in adopting; not to mention that adoption tactics can often be baked into the product itself. Sales and marketing professionals also have stake in churn, particularly as the onboarding and adoption phases are happening earlier in the sales cycle rather than the customer journey as freemiums and trials become more common.

Businesses that manage to better understand and get underneath the causes of customer churn will find themselves in an excellent position to outsmart their competitors and grow customers who find exponential value with their product and become advocates.

In this guide, we take a deep dive into the topic of customer churn to share everything you need to know from causes to strategies to tools.

1. What is Customer Churn?
2. Demystifying the Causes of Customer Churn
3. Predicting Customer Churn
4. 8 Strategies for Reducing Customer Churn
5. 12 Powerful Best Practices for Churn Prevention
6. Top Tools to Reduce Customer Churn
7. Calculate Your Churn