Customer Churn Rate

1. What is Customer Churn? – Why it happens and How to reduce it? Imagine you’ve spent months watering a fruit tree, carefully nurturing it. But just when the fruit starts to grow, it vanishes. That’s what churn feels like in business. Especially for SaaS (Software as a Service) companies, churn—losing paying customers— is one of the biggest threats to survival. With over 90% of SaaS startups failing, holding on to customers is not just important, it’s everything. What is customer churn? Customer churn is when users stop paying for or using your product. It’s a scary metric, but a necessary one to track. To calculate churn: Churn Rate = (Customers Lost in a Period) ÷ (Total Customers at Start of Period) Even a small churn rate can cripple your revenue over time. Think of every lost customer as wasted marketing and sales effort—because it costs far more to acquire a new customer than to retain an existing one. Why do customers churn? Here are a few reasons customers jump ship: Poor onboarding or user experience: If users don’t understand how to use your product or get stuck often, they won’t stay. Lack of value: If your product no longer fits their needs, they’ll look for something that does. Bad customer service: Unanswered questions or unacknowledged pain points lead to frustration—and exits. Forgettable presence: Some users don’t churn because they’re unhappy—they just forget you exist. That’s why having a system to stay top of mind is essential. The solution? Reduce churn before it happens. Here are 5 proven ways to keep your customers from leaving:

2. 1. Regular Check-Ins Set up periodic 1-on-1 calls with customers. Understand what they love, what they don’t and where you can improve. 2. Send a Personal Welcome First impressions matter. Send a short WhatsApp video or message when a new customer joins—it adds a human touch and builds trust. 3. Increase Product Stickiness Your product should become part of their daily routine. For example, and allows users to make calls, send WhatsApp/SMS, manage leads and view reports—all from one place. It becomes a central hub, not just another tool. 4. Deliver Ongoing Value Don’t stop at “good enough.” Continue to deliver more than expected—product updates, new features, or value-packed content. 5. Keep Educating Your Users A well-informed customer is more likely to stick around. Host webinars, send how-to guides, or create onboarding videos to reduce friction. Lead Churn vs. Customer Churn: Know the Difference While customer churn is about losing paying users, lead churn is when potential customers fall through the cracks before they convert. Customer Churn Lead Churn What it is Paying users stop using your product Leads are ignored or lost before converting Why it happens Poor onboarding, bad service, no product fit Delayed follow-ups, no nurturing, irrelevant pitch Fix it by Regular calls, better onboarding, sticky features Running retargeting WhatsApp/SMS campaigns, distributed calling

3. In both cases, it’s about understanding user intent and addressing needs proactively. Spot churn before it’s too late Ask simple but smart questions: Which customers haven’t logged in recently? Who’s stopped contacting support? Is there a sudden drop in usage or engagement? A good CRM—like Telecrm—can help answer these questions in seconds. With filters, activity logs and WhatsApp campaigns, you can quickly target those at risk and re-engage them before they churn. Final thoughts Reducing churn isn’t just a retention strategy—it’s a growth strategy. Because happy, engaged customers don’t just stay—they refer. If you’re not actively fighting churn, you’re quietly losing revenue. But with the right tools and a human-first mindset, you can change the story. Start by listening. Then take action. Because just like that fruit tree, your business deserves to reap the rewards of all your hard work. Read the full version here