Subscription churn

The Ultimate Guide to Churn for Subscription Businesses

Chirag Deshpande
High-Tech Industry Lead
Grace Koplow
Relationship Marketing Practice Lead
Dec 29, 2023

Customer churn is a major concern for businesses of all sizes. It refers to the rate at which customers stop doing business with a company. High churn rates can be detrimental to a company's bottom line, as it means losing valuable customers and revenue.

Fortunately, there are ways to reduce customer churn, and one of the most effective methods is through personalization. In this article, we'll explore the concept of customer churn, the benefits of personalization, and how to use it to reduce churn rates.

What is Churn?

Churn is the percentage of customers who cancel their subscriptions or stop using a service within a specific period. It is essential for businesses that rely on a subscription model. This metric is crucial because it directly affects revenue and the growth potential of any subscription-based company.

what is churn

Why Does Churn Matter?

Churn is a crucial metric for subscription-based businesses, as it measures how many customers cancel their subscriptions. When a business has a high churn rate, many customers leave, leading to a decrease in revenue. This is especially problematic for companies that spend a lot of money acquiring new customers. The process of acquiring new customers to make up for the lost ones requires a significant investment of time and resources, which can strain these businesses' finances and cause concern.

Additionally, it is crucial to recognize that churn impacts revenue and hampers a business's potential for growth. When a company consistently experiences many customers leaving its subscription base, achieving sustainable growth becomes challenging. This ongoing loss of customers can gradually hinder the business's overall success in the long term, making it crucial for enterprises to address and reduce churn-related issues effectively.

How to Calculate Churn Rate

To calculate the churn rate, you will need three pieces of information: the number of customers at the start of a specific period, the number of customers who stopped using your product or service during that period, and the number of new customers you gained during that same period.

The formula for calculating the churn rate is as follows:

calculate churn rate

Churn Rate = (Number of Customers Churned / Number of Customers at the Beginning of the Period) x 100

For example, if a business had 100 customers at the beginning of the month and 10 customers churned during that month, the churn rate would be 10%.

Churn Analysis: Understanding the Reasons for Churn

Common Reasons for Churn

To effectively manage churn and reduce customer attrition, businesses must understand why customers leave. Conducting a comprehensive churn analysis is crucial for gaining insights into customer behavior patterns and trends contributing to high churn rates. By carefully examining and analyzing this data, businesses can better understand customer departure factors. This understanding allows them to implement targeted strategies to address these issues, ultimately increasing customer retention and overall business success.

Common Reasons for Churn

Some common reasons for churn include:

  • Dissatisfaction with the product or service
  • Poor customer service
  • High prices
  • Lack of perceived value
  • Better offers from competitors
  • Changes in customer needs or circumstances

Businesses can address these issues and reduce churn rates by identifying the primary reasons for churn.

Churn Optimization Strategies

Now that we understand churn and why it matters, let’s explore some strategies for optimizing churn rates.

Improve Customer Experience

Improving the overall customer experience is a highly effective way to reduce churn. Businesses can prioritize customer satisfaction by implementing various measures. One key strategy is to focus on providing excellent customer service. This involves training and equipping customer service representatives to handle customer concerns and complaints promptly and effectively. 

Additionally, seeking feedback from customers regularly can help businesses identify areas for improvement and make necessary changes to ensure customer satisfaction. By putting the customer experience first, companies can enhance customer loyalty and satisfaction, significantly decreasing churn rates.

Personalized Communication

Personalized communication is key to reducing customer churn. By using customer data, businesses can create targeted and relevant messages that resonate with individual customers.

For example, if a customer has shown interest in a particular product or service, businesses can send them personalized emails or offers related to that product. This can help keep the customer engaged and interested in the brand, reducing the likelihood of churn.

Customized Offers and Recommendations

Churn Optimization Strategies

Another way to use personalization to reduce customer churn is by offering customized deals and recommendations. By analyzing customer data, businesses can identify which products or services are most likely to appeal to individual customers and make personalized recommendations.

This can help keep customers interested and engaged with the brand, increasing the chances of retaining them and reducing churn rates.

Tailored Experiences

Personalization can also be used to create tailored experiences for customers. For example, businesses can use customer data to create customized landing pages or website experiences that cater to individual customers' needs and preferences.

This can help create a more personalized and engaging experience for customers, making them more likely to stay loyal to the brand and reducing churn rates.

Implement a Customer Loyalty Program

Implementing a customer loyalty program can significantly benefit businesses by improving customer retention rates and reducing churn. It offers a valuable chance to build and strengthen customer relationships through enticing rewards and incentives in exchange for loyalty. This motivates customers to stay committed to the business and choose it over competitors. 

As a result, a well-designed loyalty program can significantly increase customers' lifetime value, leading to greater profitability and long-term success for businesses.

Continuously Improve Your Product or Service

To ensure customer satisfaction and minimize customer turnover, constantly enhancing your product and service is crucial. Here are a few strategies that can assist you in this endeavor:

  1. Gather Customer Feedback: Collect Customer Feedback: Actively seek customer feedback to pinpoint improvement areas. Utilize surveys, feedback forms, or social media listening tools to understand their needs, preferences, and pain points.
  2. Analyze Customer Support Data: Regularly analyze data from customer support interactions to identify recurring issues or challenges your customers face. This analysis will enable you to address these concerns proactively and offer improved support.
  3. Stay Updated with Industry Trends: To stay competitive, staying updated on industry trends and innovations is crucial. Watch for new technologies, features, and functionalities that could improve your product or service.
  4. Conduct A/B Testing: To improve your product or service, try different versions and see which works best. A/B testing is a valuable tool for determining which changes are most effective.
  5. Regularly Train Your Team: To enhance customer service, it is crucial to invest in training your team. By equipping your employees with the necessary skills and knowledge, they will be able to provide exceptional service to customers. Well-trained employees can also offer valuable insights for improving your product or service and better supporting your customers.

Monitor and Analyze Churn Data

Businesses must monitor and analyze churn data regularly. This helps them understand the complex churn patterns within their customer base. Organizations can identify trends or patterns causing higher-than-desired churn rates by closely tracking churn rates over time.

In addition to monitoring churn rates, businesses can gain valuable insights into why customers are leaving by analyzing customer feedback and conducting surveys. These insights help companies to make informed decisions based on solid data, allowing them to implement effective strategies to reduce churn and retain valuable customers.

checklist for building a data-driven culture

Customer Churn Prediction Software

One of the most effective ways to reduce customer churn with personalization is by using customer churn prediction software. This type of software uses machine learning algorithms to analyze customer data and predict which customers are at risk of churning.

By identifying at-risk customers, businesses can take proactive measures to prevent churn, such as offering personalized discounts or reaching out to customers with targeted retention campaigns.

Real-World Examples of Churn Optimization

Let’s look at real-world examples of businesses that have successfully optimized their churn rates.


Netflix is an excellent example of a company successfully handling customer turnover. They achieve this by consistently studying customer information and creating their content. As a result, Netflix can keep customers interested and decrease the rate at which customers leave. 

Moreover, Netflix provides rewards for customers who subscribe for a more extended period, like discounts for those who commit to a year or more. They also frequently release new content to ensure that customers keep returning.


Spotify has effectively managed churn rates by implementing a customer loyalty program. They offer rewards and incentives to loyal customers, like ad-free listening and exclusive content. As a result, Spotify has seen an improvement in customer retention and a decrease in churn rates.

Who is Responsible for Churn Management?

Churn management requires collaboration between departments, such as customer service, marketing, and product development. However, it is crucial to have a dedicated team or person responsible for monitoring and analyzing churn data and implementing strategies to decrease churn rates.


Churn is essential for subscription businesses because it directly affects revenue and growth. Companies can retain more customers and increase their revenue by understanding why customers leave and implementing effective strategies to reduce churn. It is crucial for businesses to regularly monitor and analyze churn data to identify areas for improvement and make informed decisions. With the right strategies and tools, companies can effectively manage churn and achieve long-term success.

Need help reducing churn? Contact Further today for tailored solutions that drive results. Let's chart the course to success together. Learn more about Further’s high-tech industry solutions.

Chirag Deshpande
High-Tech Industry Lead

Chirag is a leader in digital and data-driven business strategy, marketing technology, and product development, with a strong track record of driving global growth for organizations for nearly two decades. He leads the High-Tech Industry vertical at Further and is recognized for his thought leadership and innovative approaches to driving solution adoption and value realization. In his free time, Chirag enjoys spending time outdoors with his family - exploring new adventure trails and activities.

Grace Koplow
Relationship Marketing Practice Lead

For more than 10 years, Grace Koplow has seamlessly blended roles in marketing, analytics, project management, team leadership, operations, and client services to turn data and technical challenges into key wins for businesses. Her unparalleled ability to solve complex business problems, combined with her expertise in bridging diverse business functions with innovation and strategic insights, has been pivotal in driving growth and fostering a culture of teamwork and development. Outside of work, Grace is an avid sports enthusiast and traveler and is well-known for her ‘dad jokes’, which uphold her belief in the power of humor to create a positive, united work environment.

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