Customers don’t stay because they’re happy. They stay because they get results.
I’ve measured why customers actually stay — in the behavior of 1.3 million B2B software customers. Founder & CEO of ChurnRX.
“Customers don’t leave because they have a reason to leave. They leave when they no longer have a compelling reason to stay.”Greg Daines · from the research
Where the research goes to work
Three ways inChurnRX
My company. It runs this research on your own customer base — your actual start, renewal, and cancellation records — and shows which customers are bonded, which are leaving, and why.
Speaking
Keynotes and executive sessions on what the evidence says about retention.
Advisory
Ongoing counsel for CEOs and revenue leaders putting the evidence to work in their own retention strategy.
I’ve spent my career on a single, stubborn question: why do customers actually stay?
The question got its teeth from our worst customer — unhappy, demanding, always complaining — who kept renewing anyway. When I finally asked why, the answer was: “Why would we cancel when you get us such good results?”
Everything since has been an attempt to test that answer against evidence. Not opinions, not surveys — the recorded behavior of customers themselves: when they start, how they use what they bought, and exactly when they leave.
20+ years proving what actually keeps customers.