Why Retention Stats Often Give You Zero Insight Into the Customer Experience

5 stages for improving ROI

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Not long ago, I was sitting in a meeting discussing the profit-and-loss (P&L) statement for one of our new product lines. The P&L manager was running through the key performance indicators (KPIs), and we got to the churn metric, when she extolled, “Churn is holding flat, so we are looking OK on that front.”

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