Knowledge base · Email & CRM

Churn

Churn is the attrition: the share of your customers dropping off in a period and not returning.

With subscriptions churn is directly visible, but a restaurant or shop knows attrition too: guests who came last year and not this one.

Measure churn per cohort, so you see when people drop off. Right after the first purchase points to disappointment; after a year, to drifting away.

Every saved churner is pure margin. Acquisition must first refill the leakage before growth remains.

How we do it

We measure attrition per cohort and build flows that bring customers back before they are gone for good.

Related service

Strategy & Growth

Related terms

Retention is keeping existing customers, measured as the share that comes back.

Customer Lifetime Value is the total value a customer brings for as long as they stay a customer.

A cohort analysis follows groups of customers who started in the same period, to see how they behave over time.

Marketing automation is automatically following up behaviour with the right message at the right moment.

Curious what this means for your brand?

We look at your numbers with you and show where the gains are, in plain language.