Diagnose why customers leave and fix it before you lose more revenue.
Churn is silent profit killer. We measure why customers leave, identify at-risk customers before they churn, and implement strategies to improve retention. Reducing churn 5% often creates more value than acquiring 50% more customers.
The Challenge
Common problems we solve
No idea why customers are leaving
High churn offset by aggressive acquisition
Poor onboarding setting customers up to fail
No proactive outreach to keep customers engaged
Assume churn is normal when it's actually fixable
What's Included
Here's what you receive
Churn Rate Analysis
Current churn rate with trends and cohort analysis
Churn Interview Program
Interviews with 10-20 churned customers to understand why they left
Root Cause Analysis
Why customers churn: product gap, price, service, competitive threat
At-Risk Customer Identification
Early warning system to identify customers likely to churn
Retention Strategy
Interventions to reduce churn (onboarding, check-ins, product, pricing)
Why It Matters
How it works
Most Australian SMEs obsess over acquisition and ignore retention. Bad move. Retaining one more customer often has 5-10x the value of acquiring one new customer. Churn analysis reveals why you're losing revenue and how to stop it.
Understand true reasons customers leave
Identify customers at risk of churning
Reduce churn through targeted retention
Increase customer lifetime value
Improve profitability without acquiring more
Build products and services customers love
The Process
How churn analysis works
Measure monthly churn rate (% of customers lost)
Analyse characteristics of churned customers
Interview churned customers on why they left
Identify at-risk customer warning signs
Implement interventions for at-risk customers
Monitor impact on churn rate
Best For
Who this service is ideal for
Recurring revenue businesses (SaaS, subscriptions, membership)
Businesses with high customer acquisition cost
Service businesses with retainable customers
Companies growing revenue but losing customers
Complementary Services
Related services to explore
Customer Lifetime Value
Customer lifetime value is how much revenue a customer generates over their entire relationship with you. We calculate CLV for your business, then use it to guide acquisition spending. Knowing CLV lets you confidently invest in growth.
Revenue Concentration
Revenue concentration—too much revenue from too few customers—is hidden risk. We measure your concentration risk, identify dependent customers, and build strategies to diversify revenue so business is resilient.
Email Marketing
Email is the highest-ROI channel for SME growth. We design and build automated email sequences that nurture leads, onboard customers, and re-engage dormant accounts. From welcome series to win-back campaigns, your email works 24/7 to deepen relationships and drive repeat revenue.
FAQ
Frequently asked questions
Depends on industry. SaaS: 5% monthly is bad, 2% is good, 1% is excellent. E-commerce: higher acceptable since single purchase model.
Look at patterns: support tickets, product usage declining, payment failures, contract renewal approaching. Reach out before they leave.
Usually: product doesn't solve problem, poor customer service, better alternative available, price too high, switching costs too low.
Yes. Most churn is addressable through: better onboarding, regular check-ins, feature improvements, support quality. Takes effort but worth it.
Can't find the answer you're looking for? Get in touch
Ready to get started with churn analysis?
We can help you implement churn analysis and start seeing results. Book a consultation to discuss your specific needs and explore how this service can transform your business.