Kundenabwanderungsrate (EN)

Definition

The customer churn rate, also known as churn rate, measures the percentage of customers who leave a company within a specific period. It is a key metric for evaluating the effectiveness of customer retention measures and overall customer satisfaction. A high churn rate indicates problems in customer relationships and can lead to significant revenue losses. Companies aim to minimize this rate through targeted retention measures.

Customer Churn Lifecycle

stateDiagram-v2     [*] --> New Customer     New Customer --> Regular Customer : positive experiences     New Customer --> At Risk : negative experiences     Regular Customer --> At Risk : decreasing satisfaction     At Risk --> Churned : no intervention     At Risk --> Regular Customer : successful retention     Regular Customer --> Churned : natural churn     Churned --> [*] 

In Context

• Typically used together with Customer Lifetime Value (CLV), Customer Acquisition Rate, and Customer Retention Rate
• Related to: Customer Loyalty, Customer Retention, Customer Lifecycle
• Example usage: A SaaS company calculates the monthly churn rate to measure the effectiveness of its product improvements

Andere Schreibweisen

Churn Rate