Churn, also known as attrition, is definitely not on any Customer Success Managers’ (CSM’s) most desired ‘Top Ten’ lists. It’s a difficult, albeit optional, stage of a customer lifecycle for both the customer and the solution provider. Obviously the best way to deal with customer churn is to avoid it altogether by putting proactive steps in place, but attrition is never 100% avoidable.
Churn Can Be An Opportunity For Growth
There is, however, a lot to learn from customer attrition. While it can be hard to handle regardless of how often or how little it occurs, CSMs should strive to use customer churn as an opportunity for growth and action.
