Customer Churn Analysis & Retention Consulting
Find the Real Reasons Customers ChurnThirdside’s expert churn analysis gives you the insights you need to keep your customers loyal and your revenue growing.
You Need This.
Why Churn Analysis?
Customer churn is a silent killer for B2B SaaS businesses. But proactively identifying and fixing customer concerns that cause churn will give you an edge over your competitors.
Increase Retention
Knowing when customers are in the leaving window, why, and what to do about it equips companies to address customers’ concerns right away (McKinsey)
Increase Profits
A 5% increase in customer retention can increase profits by 25% to 95% (Bain & Company)
Higher Multiples
2% increase in customer retention can lead to a 20% higher revenue multiple (McKinsey)
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Let’s see if there’s an opportunity to work together.
domino effect
Blindspots in Your Customers’ Churn Journey
Churn is not caused by a single catastrophic event. It is the result of a customer journey marred by a series of frustrating and value-preventing events that you don’t even know are happening.
- Unclear or overly optimistic marketing messages
- Sales over-promising functionality and impact
- Delayed implementations and inadequate training
- Unresponsive support and infrequent customer success engagement
Thirdside examines your entire customer journey to identify frustration points and develop targeted strategies to improve the customer experience.
Dig Deeper
Surveys and Customer Satisfaction Metrics are Not Enough
While surveys and customer satisfaction metrics, such as CSAT, NPS, and CES can provide some insight into customer sentiment, they often fail to uncover the deeper reasons behind customer churn. These methods lack the depth and context needed to fully understand the human experience in the customer journey and identify the specific pain points that lead to churn.
What’s the Problem?
Do you Really Know Why ?
Every lost customer represents a missed opportunity for growth and a blow to your bottom line.
But do you really know why your customers are leaving?
The Thirdside Solution
Reducing churn by just 5% can increase profits by 25% to 125%
Thirdside’s churn analysis service digs deep to uncover the root causes of customer churn, asking the right questions to get to the heart of customers’ decision to leave.
Discovery
We work with you to understand your business, markets, and desired customer journey to tailor our research for relevant insights.
In-Depth Interviews
Following Thirdside best practices, we interview your customers, to obtain candid feedback about your products or services.
Analysis & Insights
We review data to map your customers’ journey, identify pain points, and compare actual to intended journey, revealing improvement opportunities.
Actionable Recommendations
We present findings in an easy-to-understand report with actionable insights and strategies to reduce churn, enhance experience, and foster loyalty for growth.
map it out
Churn Journey Map: Your Playbook for Retention
Your customized churn journey map shows you exactly what your customers experience – from marketing & sales, through product, support, customer success and renewal
“I worked with Thirdside when I needed to understand why customers were leaving. The attrition data our field teams had entered into Salesforce consisted of “Value not attained,” “Competitor,” “Product fit,” and so on.
The trouble was that I couldn’t act against these reasons.
I asked Thirdside to reach out to all churned customers to tell me EXACTLY why they left, and they delivered. Thirdside helped me to create the churn journey map I use (and advocate for) every chance I can.”
Customer Testimonials
Vanessa Neurohr
"The churn research led us to implement executive sponsorship, multi-threaded training, and a customer lifecycle management program. These changes have brought more consistency to our customer journey higher satisfaction.”
Brian LaFaille
"Combining our usage data with in-depth customer interviews has been incredibly powerful. The direct quotes we gained provided insights that resonated far more than data alone, allowing us to identify early warning signs of churn and truly understand our customers' experiences."
Reports
Win-Loss Analysis Reporting:
For You in Your Preferred Formats
Detailed Interview Reports
Summarized, tagged, highlighted, and linked text make it exceedingly easy to scan a report for the highlights, or quickly jump to the tags of interest.
Regular Review Calls
Guided discussions about recent interview reports provide an opportunity for stakeholders to ask questions of the Thirdside researcher who conducted the interviews.
Online Dashboard & Reporting
Thirdside includes online and completely tailored dashboards where stakeholders can access charts, anecdotes, insights, and full interview reports and run ad-hoc queries of the data.
Management Summaries
Thirdside provides periodic executive presentations in support of management meetings, business reviews, kickoffs, board meetings, etc.
answers
FAQ’s
Find answers to common questions about Thirdside’s services and methodologies.
What is customer churn analysis?
Customer churn analysis involves identifying the reasons why customers stop doing business with a company. Through detailed research and data analysis, Thirdside helps businesses uncover trends, predict future churn risks, and develop strategies to retain customers.
What sets Thirdside apart?
Our team consists of experienced business professionals who have run marketing departments and carried sales quotas. We know how to ask the right questions to uncover valuable insights.
How can Thirdside help reduce churn rate?
Thirdside helps reduce churn rate by identifying key factors driving customer attrition and recommending targeted retention strategies. Our comprehensive churn rate analysis reveals early warning signs, enabling businesses to address issues before customers leave, ultimately improving customer loyalty and retention.
What is a customer churn rate, and why is it important?
Customer churn rate refers to the percentage of customers who stop using a company’s products or services over a specific period. Monitoring and analyzing the churn rate is crucial because it directly impacts a business’s growth and profitability. Thirdside specializes in analyzing customer churn rates to help businesses take action and retain more customers.
What does churn rate analysis involve?
Churn rate analysis involves assessing data related to customer behavior, engagement, and satisfaction to identify trends and reasons for customer attrition. Thirdside’s churn rate analysis digs deep into the metrics behind why customers leave, providing actionable insights that help businesses reduce churn and improve overall retention.
Can churn rate analysis help reduce customer churn rate?
Yes, Thirdside’s churn rate analysis helps businesses understand the factors contributing to customer churn. By analyzing customer behavior and feedback, businesses can implement strategies to reduce the customer churn rate, ensuring long-term retention and satisfaction.
What is the ROI of customer churn analysis?
Investing in customer churn analysis with Thirdside delivers a high ROI by identifying at-risk customers before they leave, helping businesses focus retention efforts and reducing the cost of acquiring new customers. By retaining more custo
Can customer churn analysis help prevent churn?
Yes, Thirdside’s customer churn analysis not only identifies why customers are leaving but also predicts which customers are likely to churn. With these insights, businesses can proactively engage at-risk customers, address pain points, and implement tailored solutions to prevent churn before it happens.
How does churn analysis impact customer lifetime value (LTV)?
By reducing churn, Thirdside’s churn analysis helps businesses increase customer lifetime value (LTV). Retaining customers longer means they continue to contribute revenue over time, maximizing their overall value to the company.
How long does a customer churn analysis project take?
The duration of a customer churn analysis depends on the complexity of your business and the amount of data available. Typically, Thirdside’s churn research projects range from 4 to 8 weeks, providing actionable insights that can be implemented immediately.
What industries benefit the most from churn analysis?
Industries with subscription-based models, such as SaaS, telecommunications, and media, benefit significantly from churn analysis. However, any company that relies on customer loyalty and retention can improve business outcomes through Thirdside’s churn analysis services
Is customer churn analysis worth the investment?
Absolutely. Customer churn analysis provides invaluable insights into why customers leave and how to stop them. With Thirdside’s expert analysis, businesses can save revenue, reduce churn-related costs, and implement strategies that yield long-term retention benefits.
Take Control of Churn Today
Don’t let churn hold your business back. Partner with Thirdside for expert customer churn analysis and start retaining more customers today.