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Churn Definition
Churn, also known as customer attrition, measures how many customers discontinue their relationship with a brand within a specific timeframe. High churn rates indicate dissatisfaction or ineffective retention strategies, affecting revenue and growth.
How Churn Works
- Companies track customer retention metrics regularly.
- Churn is calculated as a percentage of lost customers versus total customers.
- High churn signals issues in product, service, or engagement efforts.
- Retention programs aim to reduce churn and increase customer lifetime value.
Example of Churn
A subscription service identifies rising churn rates and implements loyalty incentives and personalized offers to retain customers.
Why Churn Matters in Advertising
- Impacts revenue by highlighting customer retention challenges
- Reducing churn improves lifetime value and profitability
- Guides improvements in product, service, and marketing strategies
- Essential for sustainable growth and campaign ROI
