NPS 101®: Retention Management to Combat Churn | CustomerGauge NPS 101®: Retention Management to Combat Churn

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NPS 101®: Retention Management to Combat Churn

Consider this lesson plan a wakeup call if you have no idea what your retention rate is (if so, it's OK...44% of execs don't either). We'll break down the basics of churn and propose a set of proven best-practices to help you keep your customers coming back!

Free eBook

NPS 101®: Retention Management to Combat Churn

Consider this lesson plan a wakeup call if you have no idea what your retention rate is (if so, it's OK...44% of execs don't either). We'll break down the basics of churn and propose a set of proven best-practices to help you keep your customers coming back!

What You'll Learn


How many customers leave you every month…every year? Do you know why they leave you? Do you know which customers might leave you next? If these questions have never crossed your mind, or you live under the illusion that all of your customers love everything you do, then consider this lesson plan a wakeup call.

Churn Tracking2

Customer Churn Rate vs Revenue Churn Rate

Let's face it— not all your customers are created equal. Some are more valuable than others. But which ones? This isn't captured in a traditional churn rate calculation. You must overlay revenue data to get the full picture.

Magnify

Explore Root Cause for Customer Churn

There are reasons behind every churn customer. Do you know what those reasons are? Does your front-line team know? Understanding why your customers churn is the first step in stopping future churn in its tracks.

Act

Predict Future Churn & Eradicate It

It's not enough to know why customers churn. You must take action to ensure it does not happen again in the future. The way forward is through predictive churn analytics. Predict tomorrow's churn so you can stop it today.

Accountgrowth3

Grow Your Customer-Driven Revenue

Note: when retention grows by 5%, profits grow by 25%-85%. Additionally, it’s 10x cheaper to sell to your existing customer base and you are more likely to achieve up-sell and cross-sell opportunities with customers who know your brand. 

Table of Contents

What's Inside


The need to focus on retention has never been greater in a market where companies constantly battle for the loyalty and attention of their customers. In this e-book, we’ll discuss the basics of retention management and taking control of churn through NPS®. 

01

What's Churn and Why Should I Care About Retention?

Customer vs Revenue Churn

The Financial Implications

Understand and Fight Churn

02

Digging Deep Into Churn Using Churn Analytics

Basic Churn Analytics

Churn Drivers

Predictive Churn Analytics

03

Stopping the Revolving Door: Rescuing High Risk Customers

Work to Improve

Close the Loop Quickly

Keep Customers in the Huddle

Recommendations for Improvemen

B2B Leaders

Creating CX Success Stories

  • “We have seen a sharp reduction in churn. Within the last two years alone, we've seen a 50% bump in retention.”

    TJ Waldorf Aaeaaqaaaaaaaa0 Jaaaajdji Odjl Y2 Rj Lwmx Nz Yt Ndu0 Os04 Mwq1 Lwfj Mz Y0 Zgi0 Yz M4 Zq VP of Inside Sales & Marketing

  • “We have moved beyond claiming to be a customer-centric organization - now we have the evidence to back it up.”

    Craig Scowen Oq5V Tvs5 Market Development Manager

  • “Thanks to real-time feedback and Digital Signage showing live customer comments and Net Promoter Scores, our team is more aligned in improving the customer experience.”

    Humphrey Geldof Humphery Customer Success Specialist