Some customers sign up enthusiastically but never come back. That loss, expressed as a percentage, is your churn rate. If 100 people enrolled in your online course and 20 dropped out by month's end, your churn rate is 20%. The higher this number, the bigger the problem — especially for subscription-based businesses where recurring revenue is everything.
Reducing churn comes down to improving the customer experience. Deliver on your promises, provide timely support, and actively listen to feedback. Remember, acquiring a new customer costs 5-7 times more than retaining an existing one. So keeping your current customers happy isn't just good service — it's smart business strategy.