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 ...

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 ...

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 ...

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 ...

You finally get traction. Customers sign up, revenue starts trickling in, and for the first time, the business feels real. Then, a few weeks later, Stripe notifications slow down. A customer cancels.

Gregory Ciotti is the marketing director at Help Scout. This post originally appeared on the Helpscout blog. Earning customer loyalty is an uphill battle, but it is always worth the effort. You’ve ...