As per a Forbes report, a 5% increase in customer retention can raise a company’s profits by around 25% to 95% over time.

Retaining users is just as essential as acquiring new ones. Product managers are now incorporating user retention strategies right from the product development phase. A crucial part of these strategies is identifying potential points of user frustration that could lead to app abandonment.

Losing customers isn't just a missed opportunity. It's often a competitor's gain, hence it becomes all the more important that you adopt fool-proof strategies to ensure that customers stay loyal to your brand. 

The Hidden Cost of Customer Churn: Why Retention Matters

Customer churn isn't just a metric; it's a reflection of your business health. Defined as the percentage of users who stop using a product over time, churn can significantly affect a company's growth trajectory. Even if you consistently attract new customers, losing existing ones can create a growth bottleneck.

Addressing customer churn can require significant time and effort—resources that could otherwise be better spent on nurturing long-term customer relationships. Moreover, the financial impact of churn can be substantial, resulting in considerable revenue losses.

The Bucket Analogy

Think of your customer base as a bucket filled with water. Acquiring new customers is like pouring water into the bucket. But no matter how fast you pour, the bucket will never fill up if there's a hole in the bottom- representing customer churn. The key to sustainable growth is fixing the hole, not just pouring faster.

Why Customer Retention is More Cost-Effective

Winning back an existing customer or keeping them engaged is often five to seven times cheaper than acquiring a new one. Loyal customers also tend to spend more over time, become advocates for your brand, and require less convincing to try new offerings.

Conversely, ignoring churn forces businesses into an expensive cycle of constant customer acquisition efforts. When churn isn't addressed, marketing budgets balloon, sales teams work harder to hit the same targets, and profitability takes a nosedive.

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”
– Zig Ziglar, American author, salesman, and motivational speaker

A Lost Customer is a Competitor's Gain

In today's era of social listening and rapid brand comparisons, churned customers don't just disappear quietly—they often turn into vocal critics. Negative feedback on social media can tarnish your brand image and alert competitors to poach dissatisfied users with tailored offers.

Ignoring these issues doesn't just lose you one sale; it hands an opportunity directly to your rivals.

Retention: A Key to Sustainable Growth

Companies that focus on reducing churn see a direct impact on their bottom line. Loyal customers contribute to recurring revenue streams and become valuable brand ambassadors. By listening to user complaints, analyzing churn patterns, and proactively addressing user concerns, businesses can cultivate lasting customer relationships and thrive in competitive markets.

In the end, reducing churn is not just about fixing a problem—it's about unlocking new opportunities for growth.

How to Calculate Customer Churn

Calculating customer churn is straightforward:

1. Formula:
   (Number of customers lost during a period / Total number of customers at the beginning of that period) x 100
2. Example:
   Suppose a subscription service starts the month with 1,000 customers but loses 50 by month-end. The churn rate would be 5% (50 lost customers / 1,000 total customers).
3. Revenue Churn:
   Alternatively, businesses can calculate churn based on revenue by using the same formula but replacing "number of customers" with "revenue amount."

Consequences of Ignoring Customer Churn

Failing to address churn can have severe financial repercussions. Companies not only lose recurring revenue but also face rising customer acquisition costs. These efforts place additional strain on marketing budgets and diminish profitability.

Worse, churned customers often share their dissatisfaction publicly, damaging a brand’s reputation and making recovery even more challenging.

Acceptable vs Unacceptable Churn: Can Churn Ever Be Good?

While customer churn is often viewed as a threat to business growth, there are situations where it may actually benefit a company. Understanding the difference between acceptable and unacceptable churn helps product managers and business leaders decide where to focus retention efforts.

What is Acceptable Churn?

Acceptable churn occurs when customers who were never an ideal fit for your product or service decide to leave. This type of churn is often inevitable and can be viewed as a natural part of business evolution, especially in the early stages of product development.

“In the beginning, you start with little twigs—they might not be the best-fit customers, and they won't stick around for long. But they give you the fuel to find the ideal customer profile that sticks around.”
– Andrew Michael, CEO of Avrio

Why It's Sometimes Necessary

• Early Product Development: During the initial stages of launching a product, companies often attract a diverse range of users, including those who are curious but may not align with the product's long-term value proposition. These "twigs" may churn quickly, but they provide valuable feedback for refining the product.
• Product Iteration and Improvement: Early-stage churn helps businesses identify which features are unnecessary or need improvement. This information allows product teams to build a more robust solution that appeals to their ideal customer profile.
• Targeting the Right Customer Segments: Acceptable churn helps companies sharpen their focus on retaining high-value customers while letting go of those who are unlikely to convert into loyal users.

The Log Fire Analogy

Think of building a log fire: You start with small twigs to spark the initial flame. These twigs burn quickly, but they provide the necessary heat to ignite the larger logs that burn longer and more steadily. Similarly, early churn can fuel growth in business by guiding companies toward the right customer segments and features.

What is an Unacceptable Churn?

A churn rate higher than 40% is often an indication of a serious problem with your brand. 

Unacceptable churn occurs when valuable customers who align with your ideal customer profile leave due to preventable reasons. This type of churn poses a serious threat to your business and requires immediate intervention.

Common Causes of Unacceptable Churn

• Poor User Experience: Complex navigation, app crashes, or slow response times can frustrate users, prompting them to leave.
• Unfulfilled Promises: When the product fails to deliver on its value proposition, users lose trust and seek alternatives.
• Pricing Concerns: Unexpected billing practices or a perceived lack of value can drive customers away.
• Lack of Support: Inadequate customer service can make users feel neglected and lead to dissatisfaction.

The Ripple Effect

Unacceptable churn often results in negative word-of-mouth, damaging brand reputation and deterring potential new customers. Worse, dissatisfied users may share their grievances on social media, attracting competitors who are eager to swoop in with better offers.

Identifying and Managing Churn Types

To differentiate between acceptable and unacceptable churn, businesses should implement robust data analysis and customer feedback mechanisms:

1. Segment Churned Users: Categorize users based on their engagement levels and alignment with the product's ideal customer profile.
2. Analyze Reasons for Churn: Use surveys, exit interviews, and support tickets to understand why customers are leaving.
3. Focus on High-Value Customers: Prioritize retention efforts for users who contribute the most value to your business.

Turning Churn into a Growth Opportunity

When viewed strategically, churn can be a valuable learning experience. By understanding acceptable churn and mitigating unacceptable churn, businesses can fine-tune their products, improve customer experiences, and build stronger, more loyal customer relationships.

In the long run, the key is not to eliminate churn completely but to manage it intelligently by retaining the right customers and continuously learning from those who leave.

Top Factors Driving Customer Churn

1. Misalignment with Product-Market Fit

Customers will seek alternatives if your product fails to address user needs effectively.

Example:
After TikTok was banned in India, several apps attempted to fill the gap but failed due to poor market fit. In contrast, Instagram's Reels feature quickly gained traction due to better brand positioning and product design.

2. Poor User Experience

An unintuitive interface, slow loading times, or unfulfilled product promises can drive users away.

Key Considerations:

• Simplify navigation and ensure seamless functionality
• Clearly communicate your value proposition
• Offer transparency in subscription renewals and billing

“Thank your customer for complaining and mean it. Most will never bother to complain. They’ll just walk away.”
– Marilyn Suttle, Success Coach

3. Pricing Concerns

Users may leave if they feel the product doesn't justify its cost or if billing practices are unclear.

Example:
A sudden subscription fee hike without added value can push customers toward cheaper competitors.

Four Ways to Predict Customer Churn

1. Monitor Usage Levels

Track metrics like time spent on the app, feature usage, and login frequency. A decline in these can signal potential churn.

Example:
A premium user downgrading to a lower-priced plan may indicate dissatisfaction or pricing concerns.

2. Track Feature Adoption

Underutilized features may point to a need for better user education or design improvements.

Tip:
Use tools like Nudge to highlight key features using features like spotlights, tooltips, & coachmarks, and track adoption patterns.

3. Analyze Support Ticket Data

Support tickets reveal valuable insights into user challenges.

Metrics to Monitor:

• Number of tickets raised
• Time to resolution
• Post-resolution user feedback

“Your most unhappy customers are your greatest source of learning.”
– Bill Gates

4. Identify At-Risk Customers

Segment users based on engagement metrics such as Net Promoter Scores (NPS) or satisfaction surveys. This helps prioritize intervention strategies for disengaged users.

Customer Retention Phases: What to Focus on at Each Stage

Successfully retaining customers requires a thoughtful approach at every stage of their journey. From onboarding to ongoing engagement and long-term loyalty, each phase demands unique strategies to reduce churn and boost user satisfaction.

1. Activation Phase (Day 1–7): The Onboarding Experience

Objective: Deliver immediate value to ensure users achieve their initial goals.
The activation phase begins the moment a user signs up for your product. This is a critical period where users form their first impressions and decide whether the product meets their needs.

Key Strategies:

• Design Effective Onboarding Experiences:
  Provide a seamless and interactive onboarding flow that highlights the product's core features and benefits. Use progress bars, tooltips, and checklist completion to keep users motivated.
• Offer Product Walkthroughs and Demos:
  Guide users through key functionalities with personalized demos or self-paced walkthroughs. Tailor these experiences based on user roles and goals.
  Example: Apps like Slack provide interactive walkthroughs to help teams set up channels and connect integrations.
• Implement Proactive Support for New Users:
  Offer live chat, help centers, and quick responses to support requests during the onboarding phase. Addressing initial user challenges prevents early churn.
  Bonus Tip: Use in-app nudges to prompt users to complete important onboarding tasks.

2. Engagement Phase (Weeks 2–4): Build Stronger User Connections

Objective: Deepen user engagement and solidify their commitment to the app.
Once users are familiar with the basics, the focus shifts to getting them to explore more features and integrate the product into their daily lives.

Key Strategies:

• Encourage Feature Adoption:
  Monitor which features users are ignoring and promote them through personalized in-app messages, tooltips, or email campaigns.
  Example: Spotify recommends curated playlists based on listening behavior to encourage engagement with less-used features.
• Gather Feedback for Improvements:
  Actively solicit user feedback to identify pain points and improve the product experience. Launch surveys to capture user sentiments and track satisfaction over time.
  Tip: Close the feedback loop by communicating how their input has led to product improvements.
• Reward Loyalty and Build Communities:
  Create incentives to reward regular usage or milestones. Build a community space for users to connect, share tips, and celebrate their achievements.
  Example: Fitness apps like Strava foster communities by allowing users to share achievements and join challenges.

3. Maintenance Phase (Week 5+): Cultivating Long-Term Loyalty

Objective: Maintain loyalty and prevent churn.
By this phase, customers have found value in the product. The focus should now shift to sustaining their interest, deepening personalization, and delivering consistent value.

Key Strategies:

• Personalize User Experiences:
  Leverage user data to tailor the experience based on preferences, past behavior, and goals. Offer recommendations and dynamic content that resonate with individual users.
  Example: Netflix’s personalized recommendations keep users engaged by showcasing content they are likely to enjoy.

• Proactive Support Systems:
  Implement robust self-service options like FAQs, knowledge bases, and AI-driven chatbots. Supplement these with proactive outreach to resolve issues before they become complaints.
  Bonus Tip: Offer exclusive support tiers for long-term or high-value customers.
• Launch Targeted Retention Campaigns:
  Identify users showing signs of disengagement through metrics such as reduced app logins or declining feature usage. Run re-engagement campaigns using email, push notifications, and in-app messages.
  Example: E-commerce apps like Amazon use targeted offers and reminders to re-engage inactive users.

The Key to Long-Term Success:

Focusing on delivering value at each stage of the customer journey ensures that users remain engaged, satisfied, and loyal. By tailoring your strategies to activation, engagement, and maintenance phases, you create a sustainable model for customer retention and long-term business growth.

By focusing on these phases, businesses can foster long-term customer relationships, reduce churn, and drive sustainable growth.

10 strategies to reduce customer churn

Now, let us understand each strategy mentioned across the customer churn stages in detail:

1. Personalize the onboarding process

When you personalize the onboarding process, you decrease time to value and create a positive experience for the customer. For this, it is important to get data during the onboarding stage to create user personas and perform cohort analysis to understand their needs, expectations, and reasons for dropping off (if they do).

Here’s how to go about it to reduce churn:

Segment users:

Include steps in your onboarding process where you understand their demographics and goals of signing up for your app. Eventually, as you collect data, you will be able to create user personas. For example, you might have separate onboarding flows for new users versus returning users, or for users with different levels of experience or expertise.

Automate customization:

After knowing the user persona, you can ask users to choose their preferred features, set up their profile, or configure their account settings during the onboarding process. By giving users control over their experience, you can increase their sense of ownership and investment in the product.

Opt for progressive profiling:

Gather information about users gradually over time, rather than asking for all their information upfront. This minimizes friction during the onboarding process and allows you to collect more detailed and accurate data about users' preferences and behavior.

Using Nudge, you can segment users and create custom onboarding flows for each customer profile. Design, iterate, and launch walkthroughs, welcome surveys, checklists, or other custom onboarding flows without dabbling in complex code: Nudge for user onboarding.

Nudge also allows you to track drop-offs at any step of your onboarding flow. This allows you to pinpoint exactly where the user left and did not finish the onboarding so that you can iterate the experience. You can also Incorporate adaptive learning techniques to adjust the onboarding experience based on user interactions and progress.

2. Increasing engagement with in-app guidance

Once you successfully onboarded the customer, you now need to make them accustomed to your product. It is common for users to feel overwhelmed when new features and possibilities are with your app – so your job is to make them feel comfortable and in control.

Here are some user experiences you can implement for in-app guidance:

Provide a checklist to reduce time to value:

Checklists are great tools to help a user perform tasks and learn about your software’s capabilities in the process. They serve as a roadmap, guiding users through the essential steps needed to set up their accounts or complete necessary tasks. Based on what the user opted for as their goal, you can design custom checklists to help them discover features that are relevant to them.

Nudge helps you set up checklists for feature adoption. You can custom design the checklist workflow, include brand design elements, and iterate based on engagement – use Nudge for checklists.

Use interactive walkthroughs:

Interactive walkthroughs offer users a structured and hands-on experience through key features, functionalities, and workflows of your app. Since they are visually appealing and practical, the user experience is practical and memorable. With this, they are more likely to continue using your app over time, thus reducing churn.

Nudge can help you make these interactive walkthroughs personalized and adaptive. Design interactive steps that help the user explore one feature to the next –

Guide users with timely in-app nudges:

In-app nudges are an effective way to help in feature discovery. Sometimes, a feature may be relevant to a user’s goal, but they may not be aware of it. By putting a spotlight on it or showing an in-app message, you can grab user’s attention to the feature without disrupting their current user flow. You reinforce your value proposition by making them understand how these features address their needs or streamline their workflow.

For example, here Instagram is making the user aware of how they can create reels directly from the highlight (collection of stories) they add. It provides the benefits of using the feature and how it is ‘automatic’ and requires a ‘few steps’ – making the user comfortable to click on the ‘Try Now’ call to action.

Nudge can help you add these features based on defined user segments –  book a demo to learn more.

3. Provide proactive customer service

Traditional reactive customer service methods often require customers to reach out first. It often leads to frustration and dissatisfaction if issues linger unresolved. Proactive customer service flips this approach by actively identifying and addressing potential issues before they impact the customer experience.

“No amount of advertising can repair the damage done by failing to properly address a customer’s concern.”

– Albert Schindler, Source: CX Today

Here, Albert emphasizes the repercussions of not having effective customer service, and hence, one must try to be proactive.

But, how does being proactive reduce churn?

By being proactive, you do not give your customers a chance to feel frustrated by anticipating potential scenarios and taking measures to ensure they do not take place. To get started, you must have a strong understanding of customer behavior and preferences – and then create user stories on what could go wrong when they use your product.

Further, consider providing customers with self-service resources such as FAQs, tutorials, and knowledge bases to empower them to resolve issues independently. 

Also, don't wait for customers to come to you with problems. You can proactively reach out to check in on their experience and offer assistance. This could include sending proactive messages after purchase or reaching out to customers who are at risk of churn.

4. Deliver consistent value to customers

Customers like a product that they know works and does so every time they use it. When customers feel they are receiving consistent value from your product or service, they are more likely to remain loyal and continue using it over time. They will perceive it as indispensable, making them less inclined to seek alternatives.

Here are some ways to create a consistent user experience for your users:

• Share product updates: use in-app messaging to inform about the latest feature releases and updates. Bonus points if you work on a feature request or feedback from the customer and inform them about taking a successful action on it.
• Set clear expectations: be transparent about what customers can expect from your app. Communicate its features, benefits, and limitations to manage customer expectations effectively.
• Ensure brand consistency: make sure your brand voice and design are consistent across your application, social media, and other places where you interact with the customer.

5. Collect feedback at different stages of the customer journey

The best way to effectively serve customers is to ask them about your product for feedback and bugs. They will provide you with valuable insights into areas where your app may be falling short of the expectations that you promised.

“The first step in exceeding your customer’s expectations is to know those expectations.”

— Roy H. Williams, Author of the Wizard of Ads trilogy and marketing consultant

Rather than simply taking an exit survey when they delete an account or unsubscribe, seek continuous feedback as they engage with your app. This means, using tools like surveys, questionnaires, NPS, etc. across the customer journey touchpoints and working to overcome any friction described by them. 

Continuous feedback loops enable businesses to iterate and refine their offerings based on real customer insights – when it is required the most.

For example, let's say you wish to expand your app’s capabilities with a new feature. If you incorporate customer feedback into product development cycles, you can ensure that your product evolves to meet the changing needs and preferences of your target audience.

Here is another example of Uber asking its customers to rate the driver and their overall experience of booking the ride with them. It has no requirement for the user to type – but only to give ratings and select from pre-defined options, thus making it easy for users to provide feedback.

6. Monitor product analytics to predict churn

When you design user experiences, you must also decide the key performance metrics you will use to track their effectiveness.

For example, after implementing an in-app message to highlight a feature, you can measure clicks on the Call To Action button, user activity post-clicking, session duration around the feature, and more. If the metrics are low, you can consider working again on your feature design or user flow implementation.

If you’re using user experience software like Nudge to implement user engagement strategies, you will be equipped with analytics tools in a single platform. You can generate reports and check dashboards for regular monitoring to find any signs of customer churn.

Based on product data, you can brainstorm to get insights on:

• User personas: get a deeper understanding of how customers interact with the product. Businesses can identify pain points, usability issues, or areas where customers may be experiencing friction, enabling them to make targeted improvements.
• Effective UX design: conduct A/B tests to iterate on UI and UX workflows via data-backed conclusions. By A/B testing different approaches or interventions, businesses can identify the most effective tactics for reducing churn and refine their retention efforts over time.
• Predict churn: you can choose to adopt specialized software that uses data analytics to predict churn based on your app’s historical data and industry benchmarks.

Based on the tests, Nudge allows you to perform rapid prototyping by running product experiments faster than any other platform.

Make continuous monitoring of retention strategy effectiveness through ongoing analysis of relevant metrics a core part of your product management. This will help you build a resilient app that adapts to varying customer needs to reduce churn.

7. Offer alternatives and win-back incentives

When your product analytics alert signs of customer churning, you need to devise ways to win them back into your app. For this, providing incentives via rewards, offers, exclusive features, etc. is a popular re-engagement strategy.

This approach not only demonstrates your commitment to customer satisfaction but also provides customers with viable options and reasons to reconsider their decision.

Here are some strategies you can implement to incentivize retention:

• Show alternatives: consider presenting alternative subscription plans or product tiers. With this, you provide customers with choices that may better suit their current needs or budgets. This flexibility can rekindle their interest and prevent them from seeking alternatives elsewhere.
• Give offers or discounts: by reducing the monetary value of your product, you ask the customer one more chance to serve you right. It also helps turn casual customers into loyal ones by building a habit. Consider using time-sensitive offers or limited-time promotions to create a sense of urgency and encourage prompt action.
• Gamify user engagement: consider using game elements as a part of your user experience flow. You can include challenges, leaderboards, streaks, or quizzes to make your customer’s mundane tasks more exciting and enjoyable.

Don’t forget to maintain transparent communication about alternative options and incentives available to customers considering churn. Also, streamline the redemption process through clear instructions and responsive customer support to enhance the overall experience.

For example, here the skincare brand Dot and Key shares a coupon the moment it senses that the user is about to close the window without making a purchase. 

After customers accept win-back incentives and decide to stay, continue to engage with them to reinforce their decision and nurture the customer relationship.

8. Personalized recommendations

When you share exactly how a customer can achieve their end goals in your product without overwhelming them, they are more likely to stick to using it. You can consider their past interactions, purchases, saved working data, preferences, language, time zones, and more to curate your app to suit their needs.

On top of it, if you manage to help them discover features that are relevant to their workflow, they will feel further compelled to use your app. A simple in-app message or spotlights can demonstrate that you recognize and cater to their unique needs. 

For example, Amazon’s ‘people also order this’ is a popular personalized product recommendation at play. Here’s another brand JUNIQE is reminding the customers about the products they viewed but did not add to the cart for purchase. Placing personalized recommendations at the right time makes it less intrusive and increases user engagement.

Nudge empowers you to craft these dynamic experiences, delivering product offers seamlessly through highly personalized content.

9. Educate customers about your product

Industries like financial services or education often involve the usage of apps that may not have the simplest user experience. Sometimes it requires training either via walkthroughs or an onboarding tour to help customers upskill on your product.

Hence, invest in creating an extensive knowledge base and use contextual in-app messages to give personalized content recommendations at the right time. You can deliver timely tips, best practices, and updates to users as they navigate your product. For the targeted messaging, make sure to keep messages concise, relevant, and non-intrusive.

For example, HubSpot is prompting users to download a letter template (which is a lead magnet). It’s a fun way to promote the conference, where they have used humor in the announcement post along with downloadable content.

10. Celebrate customer success

When customers achieve their goals or experience positive outcomes with your product or service, acknowledging and celebrating their success can help reinforce your value proposition to them. This will help them feel secure about choosing your app for solving their problem or achieving a goal.

Satisfied customers who feel appreciated are more likely to become brand advocates and recommend your product or service to others. Often including a ‘Share’ option on in-app messages will also result in users sharing their achievements on social networks – thus, helping you kickstart word of mouth.

For this strategy too, adopting a personalized approach works. Tailor your celebrations to each customer's preferences and milestones. Whether it's sending a personalized message, offering a discount, or featuring their success story on your website or social media — make the acknowledgment meaningful and relevant to the user.

For example, Robinhood (a fintech app for stock trading) celebrates when a new user progresses in their app’s user journey. It releases confetti as a part of its user experience, making them feel good about making progress.

15 Tools and technologies for churn reduction

Now, let us understand the various tools available to help you implement the ten strategies discussed in previous sections:

Tools for engaging customers to reduce churn:

1. Nudge

Nudge is an experimentation and personalization platform to help you design custom user flows that help improve engagement and retention metrics. Without using code, you can deploy, test, and iterate on user flows across user onboarding, rewards, gamification, feature adoption, and many more. You also gain insights on a single platform about UX performance which further helps you iterate to reduce churn.

Nudge’s in-app nudges and dynamic UI adjustments ensure you’re always offering the right experience at the right time.

Explore – Nudge’s user experience features

2. Userpilot

Userpilot is a customer experience platform to help you improve user engagement, gain user feedback, and use this data to generate product insights. You can use its UX tools to implement key workflows like user onboarding, feature discovery, in-app support, and more to drive product-led growth.

3. WalkMe

WalkMe is a workflow automation and digitization tool that helps businesses implement personalized and automated workflows across products. You can create contextual guidance flows, in-app guidance, or conversational interfaces to drive user engagement.

Tools for churn prediction:

4. Qualtrics XM

Qualtrics is a comprehensive customer experience platform. Their product ‘Predict iQ’ utilizes advanced deep-learning neural networks-based predictive analytics to detect potential churn among customers and accounts. It also offers insights into the underlying reasons driving this behavior.

5. Baremetrics

Baremetrics is a specialized software dedicated to subscription analytics. So if you run a subscription-based business, its ‘Cancellation Insights’ feature will help you predict potential customers about to churn. It also considers the context of churn and industry benchmarks to help you reduce churn.

6. Churn360

Churn360 is a customer success platform that includes the feature to determine the ‘Health Score’ for your customer. It provides a 360° customer view and considers these data points to identify and predict at-risk customers who may churn. You can also customize the algorithm as per your company’s parameters.

Tools to gain insights via churn analysis:

7. Hotjar

Hotjar helps you map and visualize how your customers use your product. Using its heat mapping, session recording, and surveying features, you can gain insights into your user experience workflows. These features help identify bugs and potential product improvement opportunities without engaging too much with the customer.

8. Kissmetrics

Kissmetrics is a product insights tool that helps you visualize your data and analyze it to generate actionable insights. You can use it to track your key metrics that impact churn and monitor customer activity on your app. Its advanced BI tools further help you with data visualization.

9. Gainsight

Gainsight is a comprehensive customer success platform that includes advanced tools to have 360° views of your customer. Its data analytics features are capable of forecasting customer retention and expansion insights to help you make an informed decision.

Tools to improve customer retention to reduce churn:

10. CleverTap

CleverTap is an AI-enabled customer experience and engagement tool. It helps you continuously test different engagement and retention strategies to find best workflows backed by data. It also helps you enable your customer lifecycle journeys with AI and industry frameworks.

11. Amplitude

Amplitude is a product analytics software that helps you bring your customer data across multiple platforms for analysis. Using that you can discover new customer segments, align the behavior of existing users, and deliver targeted retention campaigns. Using tools like session replay, you can gain deeper insights into customer behavior and design strategies to retain them.

12.  WebEngage

WebEngage is a full-stack customer engagement platform and retention platform. It helps you bring customer data across channels and gain audience insights to deliver personalized experiences. Its AL and ML-based algorithms help you find audience patterns for better user segmentation for applying retention strategies.

Tools for proactive customer support to reduce churn:

13. Zendesk

Zendesk is a conversational experience tool designed to help you provide proactive customer support using advanced AI. You can deploy AI agents and centralize conversations across platforms – which enables you to stay available 24/7 with less manpower.

14. Help Scout

Help Scout helps you bring conversations across platforms like email, social media messages, and customer support tickets in a single platform. You can create a shared inbox for your teams to tackle customer support tickets as they arrive. It also helps you create a ‘Help Center’ to build a comprehensive knowledge base and create DIY help content.

15. Intercom

Using Intercom, you can enable your business with AI customer service via AI chatbots and intelligent help desk solutions. It also helps centralize your customer support conversations and tickets to improve resolution time.

Reduce customer churn with an all-in-one user experience solution with Nudge

Instead of using a plethora of tools to guide your customer churn reduction efforts, you can explore Nudge to build personalized user experiences. Design user flows that help improve key metrics and track their impact in a single platform – Book a demo to learn more.

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