Customer churn is a normal part of SaaS business models. Some analysts think an annual B2B churn rate of 15 percent is considered acceptable. But, you might be aiming for 10 or even 5 percent. In any case, a lot needs to go right for a customer to be happy with a new product or service, and it is impossible to please everyone. But if the churn rate gets too high, you need to quickly determine where the problem lies.
Your customer analytics can usually provide clues as to where users are struggling with your product. However, these datasets won’t tell you the whole story, such as the internal dynamics behind why a customer dropped you, or ways your solution fails to adequately address jobs-to-be-done. Worse still, your data may even be misleading you! Qualitative insights from customer conversations are the only way to understand the churn your customer analytics can’t explain.
Here are four reasons for a high B2B churn rate you may not have considered, based on conversations we’ve had with B2B buyers over the course of scores of 14+ years of market research projects.