Day: September 22, 2020

How to Calculate and Reduce Your Customer Churn Rate

Regardless of what business you are in and by whatever name you call it – attrition, defection, or anything – customer churn is real. Every business has to deal with loss of customers and lose some revenue. Understanding what causes this customer churn is important. When a client or customer chooses to stop doing business with your company or stop using your brand products or services, it is called customer churn.

Customer churn depends on the type and nature of business or company. Some of the various ways it can be called in parlance include:

  • Cancellation of product or service subscription
  • Closure of customer account
  • Non-renewal of service agreement or contract
  • Cancellation of user agreement
  • Switching to a competitor program or offering

How to Measure Customer Churn Rate

Customer churn rate can be measured in these following ways.

  • Total number of customers lost in a specific period of time
  • Total percentage of customers lost in a specific period
  • Percentage of recurring business value lost
  • Business value lost

It is also necessary to note here that churn is inevitable. No matter how amazing your service is or useful your products or how great your marketing strategy is, you will have to face customers who want to leave. But this doesn’t mean you can’t prevent churn. Maintaining a good churn rate is possible and that is what is recommended.

Customer Churn Rates as per Industry basis

  • American card companies churn around 20 percent per annum
  • 5-7 percent customer churn rates are reported for software-as-a-service companies

While some customer churn rates are great for one business, they are terrible for another.

3 Ways to Reduce Customer Churn

Customer Onboarding

how to reduce customer churn rate thru customer onboarding

Customers will look for better options if they do not understand the product too well. Any questions in the initial introduction can blow them away. The most important being the customer’s first experience and when that is good, they will want to continue with the business. A clear onboarding process is necessary to better a customer experience and reduce customer churn. The onboarding is the most important step in the process. Customers think of leaving only when they are unsatisfied from the beginning.

Meet Customers’ Expectations

Promising a lot of things to a customer and failing to deliver is one of the quickest ways to lose one. Close to 35 percent of customers stop doing businesses after a single negative experience. Unmet expectations and dissatisfaction are big reasons for customer churn. Consistently meeting customer expectations is important. Being honest to your customer about what they can expect is necessary.

Listening to what customers have to say about the product is also crucial. If they have any suggestions or improvements, finding out the same from customers is just as essential. 16 percent of customers post on social media when they face a negative interaction with a brand. And close to 60 percent of customers are heavily influenced by social media comments on brands and companies.

Provide Awesome Customer Service

how to reduce customer churn rate thru customer service

A survey by Zendesk revealed that 42 percent of respondents found that they had a major frustration with customer service departments. Customer service is one of the major reasons why customer churn happens. Listening carefully to customers’ feedback is one of the best ways to retain customers.

When customers voice their complaints, listen to their exact problems, and find solutions. Even loyal customers can defect if the service is bad and they are being taken for granted. No one likes it when we must wait on a customer desk call for more than 20 minutes to clarify a simple doubt. Sometimes, customers face technical issues which can be sorted through an awesome customer service.

Bottom Line: Maximise Profits by Reducing Churn

A lot of businesses fail because customers are not happy with the customer service. If a customer threatens to close business, then it means the product needs to be explored to the full potential. A call with the customer success manager can make it simpler to resolve issues. Great customer success education should be the beginning of the customer journey.

From customer onboarding, it is important to maintain a great rapport with them. Through the right customer engagement tactics, customers can understand how the product fits into their success strategy.

The post How to Calculate and Reduce Your Customer Churn Rate appeared first on Dumb Little Man.

China’s electric carmaker WM Motor pulls in $1.47 billion Series D

Chinese electric vehicle startup WM Motor just pocketed an outsize investment to fuel growth in a competitive landscape increasingly coveted by foreign rival Tesla. The five-year-old company raised 10 billion yuan ($1.47 billion) in a Series D round, it announced on Tuesday, which will pay for research and development, branding, marketing and expansion of sales channel.

WM Motor, backed by Baidu and Tencent, is one of the highest funded EV startups in China alongside NIO, Xpeng and Li Auto, all of which have gone public in New York. With its latest capital boost, WM Motor could be gearing up for an initial public offering. As Bloomberg’s sources in July said, the company was weighing a listing on China’s Nasdaq-style STAR board as soon as this year.

Days before its funding news, WM Motor unveiled its key partners and suppliers: Qualcomm Snapdragon’s cockpit chips will power the startup’s in-cabin experience; Baidu’s Apollo autonomous driving system will give WM vehicles self-parking capability; Unisplendour, rooted in China’s Tsinghua University, will take care of the hardware side of autonomous driving; and lastly, integrated circuit company Sino IC Leasing will work on “car connectivity” for WM Motor, whatever that term entails.

It’s not uncommon to see the new generation of EV makers seeking external partnerships given their limited experience in manufacturing. WM Motor’s rival Xpeng similarly works with Blackberry, Desay EV and Nvidia to deliver its smart EVs.

WM Motor was founded by automotive veteran Freeman Shen, who previously held executive positions at Volvo, Fiat and Geely in China.

The startup recently announced an ambitious plan for the next 3-5 years to allocate 20 billion yuan ($2.95 billion) and 3,000 engineers to work on 5G-powered smart cockpits, Level-4 driving and other futuristic auto technologies. That’s a big chunk of the startup’s total raise, which is estimated to be north of $3 billion, based on Crunchbase data and its latest funding figure.

Regional governments are often seen rooting for companies partaking in China’s strategic industries such as semiconductors and electric cars. WM Motor’s latest round, for instance, is led by a state-owned investment platform and state-owned carmaker SAIC Motor, both based in Shanghai where the startup’s headquarters resides. The city is also home to Tesla’s Gigafactory where the American giant churns out made-in-China vehicles.

In July, the Chinese EV upstart delivered its 30,000th EX5 SUV vehicle, which comes at about $22,000 with state subsidy and features the likes of in-car video streaming and air purification. The company claimed that parents of young children account for nearly 70% of its customers.

Learn from cybersecurity experts with this discounted training course

Learn from cybersecurity experts with this discounted training course

TL;DR: The Cybersecurity Expert Certification Training Bundle is on sale for £38.87 as of Sept. 22, saving you 98% on list price.


In 2020, we are almost entirely dependent on hackable technology. Not to frighten you, but your phone, computer, tablet, car, bank, credit card purchases, and even your smart home devices can be hacked into. 

As these cybercrimes increase, the need for more highly skilled information security specialists also increases. If you want to start a cybersecurity career, there’s no time like the present – especially since this CompTIA Cybersecurity Pathway Certification Prep Bundle is on sale for over 90 percent off. Read more…

More about Cybersecurity, Online Classes, Mashable Shopping, Shopping Uk, and Uk Deals