No matter your business, they are two of the most dreaded words: customer churn. Customer churn hurts the bottom line, is difficult to accurately calculate, and is even more difficult to avoid. Reducing churn rate is a key metric for consideration, and companies are wise to make it a priority. Yet, many companies and executives struggle to do so; at the enterprise level, it can be nearly impossible to do so.
That’s why we have turned our attention to those who combat customer churn most effectively. These thought leaders and customer churn experts have gained the insights that others seek in slowing customer attrition, and they are sharing their knowledge through their blogs, eBooks, guides, and other resources. If you are interested in learning more about customer churn and how to all but eliminate it, you will find helpful information in our top 50 customer churn resources. While we have listed our customer churn resources here, in no particular order, we have included a table of contents to make it more convenient for you to find the resources that best fit your needs.
Client Heartbeat is a simple customer feedback tool that surveys customers, measures satisfaction, and identifies those who are happy and unhappy. Their blog covers customer retention, customer service, customer experience, customer feedback, and much more of interest to those concerned about customer churn. From strategies to words of caution, Client Heartbeat shares posts you need to be reading to help you gain a deeper understanding of customer churn.
Three key posts we like from Client Heartbeat:
David Skok, serial entrepreneur and author of For Entrepreneurs, seeks to help entrepreneurs start their companies with his articles. Because customer churn can make or break a business, Skok features several in-depth, authoritative posts on customer churn at For Entrepreneurs.
Three key posts we like from For Entrepreneurs: Customer Churn:
SaaS Growth Strategies is the blog of Lincoln Murphy, growth architect and customer success strategist. His writing has been featured in Inc, Fast Company, Venture Beat, and other notable publications, but he shares some of his best customer churn insights through his marketing, sales, and customer success thought leadership posts on SaaS Growth Strategies.
Three key posts we like from SaaS Growth Strategies: Customer Churn:
Medium is a blog known for its high-quality posts and unique writer viewpoints, as they strive to “move thinking forward.” We like Medium as a customer churn blog because it shares insight and advice from a wide variety of sources and can speak to anyone who is concerned about customer churn.
Three key posts we like from Medium: Customer Churn:
Intercom offers “a fundamentally new way to communicate with your customers.” By making interactions personal and simple, Intercom helps companies to improve the customer experience. As such, Intercom knows a thing or two about keeping customers happy, and their blog shares their gems of knowledge about customer churn.
Three key posts we like from Intercom Blog: Customer Churn:
Recurly provides enterprise-class subscription management for thousands of businesses around the world. Because of the subscription-based nature of their business, Recurly understands the pain of customer churn. Their blog includes nearly 90 customer churn posts that highlight their advice and insight into customer attrition.
Three key posts we like from Recurly: Customer Churn:
ChurnZero seeks to help subscription businesses battle churn. Their customer churn blog, Fighting Churn, does exactly that by sharing ideas and inspiration that center on reducing churn and increasing conversion.
Three key posts we like from Fighting Churn:
Promoter.io focuses on reducing churn and growing revenue with Net Promoter Score (NPS). Their blog offers information to help companies learn about NPS, plus tips for reducing churn and increasing growth. Their posts targeting customer churn share practical advice and evidence-based ways to reduce churn.
Three key posts we like from Promoter.io Blog:
Vendasta offers a sales and marketing platform to help partners sell more, in addition to a marketplace of the best digital marketing tools. Vendasta relies on the ability to identify hot leads, and they understand the need to be data-driven in order to gain insights into customers. Their blog shares insightful customer churn posts that offer advice to companies concerned about their churn rates.
Three key posts we like from Vendasta: Customer Churn:
ServiceSource helps companies create loyal and long-lasting customer relationships. With customer success being at the center of their work, the Service Source team shares their blog, SourceTalk. Some of their most insightful posts focus on customer attrition, churn, and retention.
Three key posts we like from SourceTalk: Customer Attrition, Churn and Retention:
The Kini Group empowers finance and sales teams to improve margins with cloud-based business analytics software. Their customer churn blog covers customer churn analysis strategies, the effects of customer churn, and much more.
Three key posts we like from The Kini Group: Customer Churn:
Retention Science offers a data-driven platform that predicts customer behavior to deliver targeted communications. Striving to deliver the best way to target, engage, and retain customers, the Retention Science team has learned quite a bit about customer churn. They share their insights in their customer churn blog.
Three key posts we like from Retention Science: Customer Churn:
Econsultancy publishes independent research, analysis, and advice on digital marketing, social media, commerce, SEO, mobile, and tech for business. Their blog offers dozens of posts relating to customer churn, covering everything from Twitter churn to promoting loyalty to reduce churn.
Three key posts we like from Econsultancy: Customer Churn:
HubSpot, the world’s leading inbound marketing and sales platform, has more than 18,000 customers in more than 90 countries. Customers are at the center of all that HubSpot does, which is why they have such a robust customer churn blog. HubSpot’s customer churn posts feature explanations of customer churn, tips for reducing churn rate, and much more.
Three key posts we like from HubSpot: Customer Churn:
Sparked uses Big Data and predictive analytics to reduce churn and increase retention. Sparked has the customer churn expertise other companies can only hope for, and they showcase it in their customer churn blog posts.
Three key posts we like from Sparked: Customer Churn:
MyCustomer offers news and advice on sales, service, marketing, and customer experience. In fact, the MyCustomer team prides itself on being “the only resource covering the end-to-end customer journey.” It is their focus on the customer that makes MyCustomer an authority on customer churn in their nearly 500 customer churn blog posts.
Three key posts we like from MyCustomer: Customer Churn:
An award-winning, full service, outsource ecommerce platform, RevenueWire saves time and increases companies’ bottom lines by powering their digital transactions. Their blog features several articles that emphasize the importance of reducing churn and increasing revenue.
Three key posts we like from RevenueWire: Customer Churn:
Right On Interactive’s customer lifecycle marketing software helps to drive more engaged relationships and revenue throughout the customer lifecycle. With a sharp focus on customers, Right On Interactive’s team shares their knowledge about customer attrition in their blog posts so that we can all learn a thing or two from them.
Three key posts we like from Right On Interactive: Customer Attrition:
SearchCRM is TechTarget’s CRM and call center resource covering software, data management, sales and marketing automation, SaaS, and more. By putting customers at the heart of all they do, SearchCRM is able to share insightful customer churn posts on their blog, Customer Loyalty and Retention.
Three key posts we like from Customer Loyalty and Retention:
Management Study Guide is an educational portal that provides students and corporate workforces with access to rich instruction on many management-related topics. Of course, customer relationship management plays a critical role in business management, and the MSG Blog considers the role of CRM in customer churn.
Three key posts we like from MSG Blog: Customer Relationship Management:
A Simple Guide to Churn Analysis, a customer churn eBook from Evergage and HubSpot, is a guide meant to help companies analyze churn without needing anything more complex than Excel and some basic math skills. The eBook walks readers through understanding and calculating churn with several examples and thorough explanations.
Three key tips we like from A Simple Guide to Churn Analysis:
Retention Science offers their customer churn eBook, Data-Driven Marketer’s Guide to Preventing Customer Churn, as a free download. The eBook highlights the reasons for customer churn and how companies can predict and prevent it. This customer churn eBook emphasizes the point that spending time and money acquiring new customers while experiencing a high rate of customer churn is futile.
Three key topics we like from Data-Driven Marketer’s Guide to Preventing Customer Churn:
Cost: FREE with email registration
Client Heartbeat’s customer churn eBook, The Secrets to High Customer Satisfaction, explores how to improve customer satisfaction, reduce churn, and boost lifetime value. This eBook relies on a recent survey of 200 companies and its findings in relation to at-risk customers.
Three key topics we like from The Secrets to High Customer Satisfaction:
At NGDATA, we maximize the value of customer relationships and create up-to-date individual, actionable customer DNA for better targeting and personalized experiences. Our customer churn eBook, How to Alert to Potential Attrition for Banks, explores how to enable real-time alerts to decrease banking customer attrition.
Three key topics we like from How to Alert to Potential Attrition for Banks:
Cost: FREE with email registration
WordStream offers powerful PPC management software and services, plus tools for PPC and SEO. Their customer churn guide, Guide to Getting Your Customer Churn Rate in the Zone, recognizes that all businesses must deal with and address customer churn while encouraging companies to fully understand churn, optimal churn rates, and the ways in which to get those rates to a manageable level.
Three key points we like from Guide to Getting Your Customer Churn Rate in the Zone:
Outspoken Media works to grow, protect, and manage brands online. Their customer churn guide for SEOs, by Stroll’s former online marketing manager Purna Virji, highlights the importance of customer retention and the ways in which it helps SEOs.
Three key points we like from The SEO’s Quick Start Guide to Customer Retention Marketing:
The Financial Brand, a digital publication focused on marketing and strategy issues affecting retail banks and credit unions, is a resource for C-level executives hunting for the latest ideas, insights, and information about how financial institutions build their brands. They share the four main reasons for customer attrition at banks and offer suggestions for dealing with it in their customer churn guide, The 4D’s of Customer Attrition.
Three key points we like from The 4D’s of Customer Attrition:
Entrepreneurship Daily is a free daily digest of content designed especially for entrepreneurs. The team shares links to the latest interviews from winning entrepreneurs, business growth strategies, forum discussions, and much more. Their guide to customer churn, The Ultimate Guide to Customer Loyalty, offers advice from marketers and business owners on increasing customer loyalty in order to reduce customer churn.
Three key tips we like from The Ultimate Guide to Customer Loyalty:
Groove offers simple Help Desk software for small businesses. Their customer churn how-to offers insight into how they prioritized actively collecting and leveraging feedback in order to drive continuous improvement. As the guide explains, “by testing, measuring, and iterating on the way which we collect (and act on) negative feedback from customers who cancel, we’ve been able to improve customer satisfaction and retention.”
Three key tips we like from How We Grew Our Customer Exit Survey Responses by 785%:
Harvard Business School Working Knowledge offers an early look at the latest research from the Harvard Business School Faculty. Their customer churn how-to, A Smarter Way to Reduce Customer Churn, available from Forbes, presents the research supporting the idea that some customers are more important to keep than others, and explains how to find them.
Three key tips we like from A Smarter Way to Reduce Customer Churn:
An inside sales CRM that combines customer management with built-in calling and email synchronization, Close.io shares SaaS Metrics: The No-BS GUIde to Understanding Churn on their blog. Companies dealing with subscriptions especially must be cognizant of customer churn, and Close.io does a terrific job of explaining it in this guide.
Three key tips we like from SaaS Metrics: The No-BS Guide to Understanding Churn:
RJMetrics offers hosted business intelligence and database analytics. They also offer The Complete Guide to Reactivating Churned Customers, a customer churn guide that highlights exactly why organizations cannot afford to lose repeat business. The guide also highlights the ways in which data helps organizations reduce customer churn and increase customer retention.
Three key tips we like from The Complete Guide to Reactivating Churned Customers:
Jaana Kulmala works to “fuel creative entrepreneurs on their way to make things better.” Founder of FirstOfficer.io, Kulmala also is CEO of Turbine Room, which shares customer churn tips in this customer churn guide. The Churn Guide – Defining Active and Lost Customer is a practical walk-through for calculating SaaS churn.
Three key tips we like from The Churn Guide – Defining Active and Lost Customer:
WP Curve offers 24/7 WordPress support. In his WP Curve customer churn guide, Dan Virgillito, a blogger who focuses on helping digital startups gain more engagement and business through online content, shares strategies for reducing churn rate and keeping business growing. Specifically, Virgillito examines why customer churn is a key metric for startups and how to reduce churn to achieve sustainable business growth.
Three key tips we like from The Ultimate Guide for Reducing Churn on Your Product:
InsightSquared is a sales performance analytics company for fast-growing tech businesses. Collin Burke, marketing associate at InsightSquared, shares his tips for reducing customer churn in [Guide] How to Reduce Customer Churn, a customer churn guide available on the InsightSquared blog, Ramp.
Three key tips we like from [Guide] How to Reduce Customer Churn:
ThinkApps is an on-demand service for building web, mobile, and wearable apps. In her ThinkApps customer churn how-to, PatternEQ CEO and co-founder Uzma Barlaskar explains how to analyze customer churn in order to improve retention, especially in light of the fact that retaining customers is much cheaper than acquiring new ones.
Three key tips we like from Customer Churn: Why It Should Be Your Most Important Metric:
Zora offers everything companies need to succeed in the subscription economy. Their customer churn how-to, How to Fight Churn, provides an introduction to churn and its relationship with growth in subscription-based businesses. How to Fight Churn goes beyond the introduction, however, to offer strategies and insights into reducing churn.
Three key tips we like from How to Fight Churn:
A leading business publication covering customer experience, digital workplace, and information management, CMSWire presents Avoid Churn: A B2B Guide to Voice of the Customer. This customer churn guide explores the real payoff for sales: decreasing churn and increasing sales by instituting customer experience and voice of the customer programs.
Three key tips we like from Avoid Churn: A B2B Guide to Voice of the Customer:
SalesforceIQ powers sales teams with relationship intelligence technology to save time and close more deals, in order to achieve smarter selling and better relationships. Their customer churn how-to, How to Reduce Customer Churn, a Guide for Sales Exec’s (Part 1), explains the importance of considering customer churn as a metric of business growth and offers strategies for reducing churn.
Three key tips we like from How to Reduce Customer Churn, a Guide for Sales Exec’s (Part 1):
A web developer and business intelligence guru, Israel Kloss developed inbound sales lead strategies for clients through marketing automation. His customer churn how-to, 3 Steps to Building Customer Churn-Risk Scores, guides readers through putting a score on customer churn-risk before the customer actually churns.
Three key tips we like from 3 Steps to Building Customer Churn-Risk Scores:
Bain & Company serves global clients in the areas of strategy, operations, technology, organization, and mergers and acquisitions. Their customer churn how-to, Breaking the Back of Customer Churn, is written by their leading customer strategy and marketing and telecommunications, media, and technology practice experts. The guide examines why companies continue to struggle in reducing customer churn and the strategies they can take to do so.
Three key tips we like from Breaking the Back of Customer Churn:
Hugo Cisternas is loyalty and alliances director for AIMIA. In his customer churn slide deck, Cisternas explains that churn is about understanding the risk of losing a customer to another company. Cisterns also urges companies to make the imperfect predictions that are necessary for estimating the degree of risk involved in each individual customer and to define the risk level that is acceptable to them.
Three key tips we like from Churn Is About Dealing with Risk:
Powered by Search features Canada’s top inbound marketing experts. Former marketing director of Powered by Search Joel Popoff examines how companies can prevent customer churn with marketing automation in this customer churn slide deck, available on SlideShare.
Three key tips we like from How to Prevent Customer Churn with Marketing Automation:
ChartMogul seeks to help clients build better subscription businesses. Their customer churn slide deck, Actionable SaaS Metrics: Churn Rate, explains the importance of companies taking the time to determine how to influence customer attrition and the actions to take, given the set of circumstances behind the churn.
Three key tips we like from Actionable SaaS Metrics: Churn Rate:
The leading mobile engagement platform for web and mobile apps, Localytics helps companies to determine what is working in their web or mobile apps in a single dashboard. Preempting Customer Churn is Localytics and Delivery Hero’s customer churn slide deck that examines customer churn as an opportunity for using predictive analytics to identify and rescue customers at risk of churn.
Three key tips we like from Preempting Customer Churn:
Media Wizardz offers a coaching program to change how business owners, managers, CEOs, and leaders look at and manage their goals, teams, brand, and business. Their customer churn slide deck, 9 Tactics to Reduce Your Customer Churn, explains that the majority of businesses struggle with customer churn and that assessing digital assets in the context of reducing customer attrition helps to lower churn rate.
Three key tips we like from 9 Tactics to Reduce Your Customer Churn:
Peppers & Rogers Group is a management consulting firm that focuses on customer experience strategy and operations. They share their top customer retention strategy in this case study that explores how one telecom customer reduced its customer churn rate by 50%.
Three key tips we like from Case Study: Customer Retention Strategy Lowers Telecom Customer Churn by 50 Percent:
Business strategist at WebAntiphon Group, Yvette Dubel explores why new approaches to customer attrition and building brand equity are necessary today. Her customer churn slide deck explores how word of mouth and regional context may be more costly than businesses realize.
Three key tips we like from Could Your Customer Attrition Problem be a Symptom of a Larger Issue?:
CustomerGauge helps businesses measure Net Promoter Score, get customer feedback, and improve retention. A leader in customer experience and Net Promoter best practices, CustomerGauge deals with customer retention and attrition daily, and their customer churn webinar shares valuable information on converting trail customers into paying customers and reducing customer churn.
Three key tips we like from Webinar: Chop Customer Churn:
Ruben Gamez, Bidsketch founder, shares his 10 guidelines for reducing customer churn and improving customer retention in this slide deck. The tips come from an extended interview of Gamez conducted by Stunning, in which he explains his process for decreasing Bidsketch’s churn rate and retaining more customers.
Three key tips we like from 10 Guidelines to Improve Your Churn Rate:
NGDATA helps brands in data-driven industries, such as financial services, telecom, utilities and hospitality, to drive connected experiences. Our Next Generation Customer Data Platform, Lily™, puts people at the center of every business via Lily’s Customer DNA, which continuously learns from behavior to deliver compelling experiences for companies, such as Belfius Bank, Innogy and Telenet. NGDATA is headquartered in Gent, Belgium and has offices in the United States, Europe and Asia-Pacific.Learn More...