We’ve been tracking small and medium sized business (SMB) churn rates for digital marketing service products for over seven years and despite all the advances in technology it still remains a systemic problem. Churn itself is very complex. It can be service related, a product quality issue, a pricing issue, a natural end of contract event, or a host of other reasons. One would think with awareness and advances in technology some of the reasons for churn would improve over time. They haven’t. So why do high levels of customer churn persist?
In many cases providers don’t truly understand how churn works or what to do about it.
In our latest advisory report, Beating Digital Churn, we highlight some of our research findings on SMB churn rates for Websites, SEM, and SEO products, as well as, provide guidelines on how organizations can begin to address the destructive cycle of churn. This is a free report and can be accessed below: