Churn (Customer/Revenue Churn)

Definition

The rate at which customers cancel or fail to renew a contract within a given period, usually expressed as a monthly or annual percentage.

Cite this definition

"Churn (Customer/Revenue Churn)", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/Churn

Business Importance

Proactive CX outreach and dedicated support pods are a direct lever against churn — first contact resolution and fast response times are consistently the strongest predictors of renewal.

Industry Examples

A business with 1,000 customers that loses 20 in a month has a 2% monthly churn rate.

Related Terms

FCR (First Contact Resolution) CSAT (Customer Satisfaction Score) LTV (Customer Lifetime Value)

Related Service

How Infusion BI delivers this:

Customer Retention & Win-Back

Industry:

SaaS BPO

Want to try it on your own program? Start with a 3-month pilot

Free outsourcing tools

In-house vs outsourced TCO calculator Speed-to-lead revenue calculator SLA, QA and vendor templates India outsourcing statistics 2026