Churn management is an essential element of maintaining any business, but it is especially critical at a time of economic uncertainty. While it should be top of mind for any revenue leader, it is ...

Companies can't afford to lose hard-won customers, but in truth some customers are more important to keep than others. Recent research by Sunil Gupta and Aurélie Lemmens explains how to find them.

Most customer support organizations are built to serve the loudest 10% of users — the ones who open tickets. The greater risk lies with the silent majority who encounter friction, say nothing, and ...

When you're not happy with a company and they don't do better for you, it's not unreasonable to ditch them and go somewhere else. This process of people leaving, known as churn, happens in the ...