Retention and Churn Analysis

  • What are the customer requirements which the company’s product serve?
  • How does the product fare on key metrics such as monthly churn rate, annual churn rate etc?
  • How much of the churn is due to controllable vs. uncontrollable factors?
  • What is the customer re-activation rate? Do some customers return after they have churned out?
  • What is the product’s Customer Health Score and Customer Engagement score? 
  • Is the product facing involuntary churn (subscription getting terminated without customer’s awareness)? 
  • What is the current customer churn rate and how does it compare with industry standards?
  • Is the pricing model aligned with the value customers realize from the product?

              Relevant Case Studies

              • Customer survey to understand the reason behind the rejection of a newly launched passenger vehicle model, and ways to mitigate the rejection and improve customer acceptance
              • Realization improvement for a major online restaurant booking player
              • Due diligence on Educational services player
              • Large SaaS Co wanted to assess L1 & L2 churn drivers that are causing their clients to opt for services / products from competitors

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